Implementation Manager

Reputation•Scottsdale, AZ

1d•Hybrid

About The Position

About Reputation Reputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real-time reputation performance everywhere, effectively functioning as a business's eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner, Kleiner Perkins, and Marlin Equity Partners, driving substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems, and top property management firms, with trust from over 250 partners including Google and Meta. Recognized recently as America’s Greatest Midsized Workplaces by Newsweek which rewards excellence and career development, and attracts player-coaches, team-oriented collaborators, and individuals who value perseverance and hustle. Your Role at Reputation: The Implementation Manager is responsible for leading customers through successful onboarding and deployment of our SaaS platform. This role owns the post-sale implementation experience, ensuring projects are delivered on time, within scope, and aligned to customer outcomes while partnering closely with Sales, Solution Architecture, and Customer Success. This role is ideal for someone who is execution-focused, customer-centric, and developing strong project ownership and delivery discipline.

Requirements

3-5 years of SaaS implementation, professional services, or project management experience
Experience managing multiple concurrent customer projects
Strong customer communication and facilitation skills
Familiarity with SaaS delivery methodologies
Experience using PSA, project management, or CRM tools (e.g. Salesforce, Jira, Asana)
Bachelor’s degree or equivalent work experience required
The successful candidate must have excellent interpersonal skills, be a strong communicator, well organized and analytical with the ability to work well under pressure

Nice To Haves

Knowledge of Salesforce.com, Microsoft or Google Suite of software, and teleconferencing programs (Zoom, Google Meets, etc.) preferred

Responsibilities

Own end-to-end delivery of customer implementations from kickoff through go-live
Manage project plans, timelines, risks, and dependencies
Serve as the primary point of contact for customers during implementation
Facilitate customer kickoff meetings, status updates, and milestone reviews
Identify risks early and escalate appropriately with mitigation plans
Ensure implementations follow defined delivery standards and best practices
Partner with internal teams to coordinate resources and dependencies
Support scope management and change control when required
Contribute to delivery documentation, templates, and playbooks

Benefits

Paid Time Off: Flexible PTO for salary paid employees
Hourly employees accrue PTO based on tenure & receive 5 sick days annually. Sick days are available day 1. PTO accrues on a per paycheck basis.
10 company paid holidays plus 4 “Extended Company Holidays,” which are additional paid days off for the company.
Health and Welfare Benefits
Multiple medical and dental plan options, plus 100% company paid vision coverage
401k available through Fidelity
Paid Parental Leave for all eligible employees as of day 1 of employment
Employer paid short and long term disability and life insurance
Critical Illness, Accident & Hospital Indemnity insurance
Employee Assistance Program (EAP)
Access to a wide variety of perks and wellbeing apps:
- PerkSpot: Employee discount program
- Wellhub (Gym Pass): Access to virtual wellbeing apps, coaching, and gym memberships
- Carrot Fertility: Support for fertility, family planning, maternity, parenting, and hormonal health
- Omada: Virtual prevention and physical therapy program
- Ladder: Supplemental life insurance
- SoFi: Financial wellbeing platform with 1:1 advice
- Fetch: Pet insurance discount program
- Spring Health for Guardian: Virtual mental health support
- XP Health for Guardian: Virtual eyewear platform
- Rate.com: Mortgage services discount program