Implementation Manager

Frontline Call Center

3d•Remote

About The Position

The Implementation Manager is responsible for leading the successful onboarding, configuration, and deployment of products or services for new and existing customers. This role owns the full implementation lifecycle, ensuring projects are delivered on time, within scope, and aligned with customer expectations. The Implementation Manager works cross-functionally with Sales, Product, Engineering, and Customer Success teams to enable smooth transitions from sale to go-live.

Requirements

3–7+ years of experience in implementation, project management, or customer onboarding
Proven experience managing customer-facing projects
Excellent communication, organization, and stakeholder management skills
Experience delivering SaaS or technology implementations

Nice To Haves

Experience with enterprise systems such as CRM or ERP platforms
Familiarity with system integrations and data migration
Strong analytical and problem-solving skills

Responsibilities

Lead end-to-end customer implementations from kickoff through go-live and handoff to support
Serve as the primary customer point of contact during implementation
Develop and manage detailed project plans, timelines, and resource allocations
Gather, document, and validate customer requirements
Coordinate cross-functional teams including Engineering, Product, Training, and Support
Identify and mitigate project risks, issues, and dependencies
Oversee system configuration, integrations, and data migrations
Facilitate customer meetings, status updates, and executive communications
Track progress against milestones, budgets, and KPIs
Ensure quality standards are met prior to go-live
Conduct post-implementation reviews and process improvements