Implementation Manager

Vividly

7d•$80,000 - $100,000•Remote

About The Position

The Implementation team at Vividly plays a critical role in turning a customer's solution design into a successful, operational Vividly experience. Our Implementation Managers are both hands-on platform configurators and end-to-end project managers. They take an approved solution design and translate it into Vividly configuration, customer workflows, data setup, training, testing, and ultimately go-live. Implementation Managers serve as the primary point of contact throughout onboarding, coordinating across customers, Solution Architecture, Integrations, Managed Services, Customer Success, Product, and other internal teams to keep complex projects moving forward. We're looking for someone who enjoys solving problems, understanding complex workflows, configuring software, managing multiple moving pieces, and creating an onboarding experience that gives customers confidence they made the right investment.

Requirements

3–5+ years of experience in SaaS implementation, implementation consulting, customer onboarding, or a similar customer-facing delivery role.
Demonstrated experience hands-on configuring a SaaS platform based on documented business requirements or solution designs.
Proven experience independently managing customer implementations from configuration through UAT, go-live, and handoff.
Experience managing multiple concurrent customer projects with competing priorities, dependencies, stakeholders, and deadlines.
Ability to understand complex business workflows and translate approved requirements into accurate system configuration.
Strong judgment and the ability to recognize when a customer request represents a normal configuration decision versus a material change to an approved solution.
Experience working with customer datasets using Excel or Google Sheets, including data validation, transformation, mapping, filtering, pivoting, and troubleshooting.
Strong project management and organizational skills with an ability to create structure, maintain momentum, and drive accountability.
Excellent customer-facing communication and facilitation skills, including the confidence to lead meetings, ask thoughtful questions, challenge assumptions, and explain complex workflows in practical terms.
Strong problem-solving skills and comfort operating in ambiguity without waiting for someone else to provide every answer.
Demonstrated ability to identify implementation risks early and drive decisions toward resolution.
Ability to thrive in a fast-moving environment where priorities, processes, and products continue to evolve.
A genuine passion for customer experience and helping customers successfully adopt new technology.

Nice To Haves

Experience implementing financial, ERP, accounting, planning, supply chain, retail, or other workflow-heavy SaaS products.
Experience working with ERP systems, integrations, APIs, data migrations, or system-to-system workflows.
Experience in consumer packaged goods (CPG), retail, trade promotion management (TPM), sales planning, finance, or accounting.
Experience leading UAT, customer training, and change-management activities.
Experience using AI or automation to improve implementation workflows, documentation, data preparation, configuration QA, or project efficiency.

Responsibilities

Own the end-to-end implementation project for assigned customers, from post-Solution Alignment through configuration, training, UAT, go-live, and transition.
Serve as the primary project manager and day-to-day customer lead throughout onboarding, owning timelines, milestones, dependencies, risks, decisions, customer actions, and overall project health.
Translate approved Solution Architecture designs into accurate, scalable Vividly platform configuration.
Configure customer workflows, master data, promotion structures, deduction-related settings, reporting requirements, user access, and other applicable platform components based on the approved solution.
Understand the business purpose behind the configuration, not simply the individual fields or settings being configured.
Prepare, transform, import, map, and validate customer datasets, including customer, product, pricing, revenue, and other applicable data.
Validate configured workflows against the approved solution design and expected customer experience before progressing into training, UAT, and go-live.
Lead customer implementation meetings with confidence, clear direction, and strong follow-through.
Hold customers and internal stakeholders accountable to agreed actions, decisions, and timelines.
Proactively identify risks, blockers, dependencies, and decisions that could impact scope, timeline, or customer readiness and drive them toward resolution.
Coordinate cross-functional onboarding workstreams, including Integrations and Managed Services, while maintaining visibility into dependencies that impact the overall implementation.
Deliver initial platform and workflow training to establish customer operational readiness and prepare users to begin successfully working in Vividly.
Guide customers through UAT and confirm that configured workflows operate as intended before go-live.
Assess customer readiness across configuration, data, training, integrations, services dependencies, and outstanding customer actions.
Complete structured handoffs to Customer Success and Managed Services, ensuring important customer context, business outcomes, decisions, risks, and outstanding actions carry forward after implementation.
Troubleshoot configuration and data issues, identify root causes, and coordinate with the appropriate internal teams when additional expertise is required.
Identify recurring implementation challenges and contribute to improving our playbooks, templates, automation, processes, and overall customer onboarding experience.
Use the approved Solution Architecture design as the source of truth for configuration and implementation execution.
Understand the business requirements, assumptions, decisions, and intended customer experience behind the solution you're implementing.
Recognize when newly discovered requirements or customer requests materially differ from the approved design.
Challenge assumptions when a requested change could introduce unnecessary complexity, downstream risk, or significant rework.
Distinguish between configuration decisions you can independently make and material solution changes that require Solution Architecture to re-engage.
Escalate material design changes, new requirements, scope changes, or unresolved solution questions before changing the approved design.
Document implementation decisions and ensure material changes are reflected in the appropriate solution and project documentation.
Help customers move toward scalable future-state workflows rather than automatically recreating legacy processes simply because that's how they've historically operated.

Benefits

A modern, remote-first workplace
Flexibility to thrive, no commute required
Stipend upon hire to help create a comfortable, productive home office
Vividly days off & flexible PTO
Competitive Benefits
Healthcare, Dental and Vision - We cover 100% of your monthly premiums and 50% of all dependents
401(k) - With a 3% employer contribution
Weekly $20 Sharebite Meal Stipend
Monthly $50 Wellness Reimbursement
Monthly $200 Remote Work Stipend