Implementation Manager
About The Position
The Implementation Manager is a customer-facing role responsible for leading post-sales implementation and onboarding of enterprise software solutions. This position owns the successful transition from sales handoff through go-live, ensuring customers are configured, trained, and fully prepared to operationalize the platform. The Implementation Manager operates at the intersection of project management, solutions delivery, and customer onboarding, coordinating cross-functional internal teams and customer stakeholders to deliver implementations on time, within scope, and aligned to defined success criteria. This position is focused on initial deployment, activation, and early adoption, setting the foundation for long-term customer value.
Requirements
- Bachelor’s Degree in Manufacturing Engineering, Mechanical Engineering or other technical/business related field OR equivalent years of experience required
- 3+ years of experience in implementation management, project management, solutions delivery, or enterprise software deployment
- Proven ability to manage customer-facing implementations with multiple stakeholders and workstreams
- Experience supporting enterprise SaaS solutions, ideally in operational or technical environments
- Strong organizational, communication, and problem-solving skills
- Comfortable leading structured delivery while adapting to changing customer needs
- Proficiency with project management and CRM tools (e.g., Smartsheet, Jira, Salesforce, Confluence)
Responsibilities
- Own end-to-end implementation execution for assigned customers, from post-sales handoff through go-live and transition to Customer Success
- Develop and manage structured implementation plans covering discovery, configuration, integration, testing, training, and launch
- Lead customer onboarding activities to ensure users are enabled, workflows are validated, and success criteria are met
- Ensure solutions are implemented according to product standards, best practices, and customer-specific business requirements
- Serve as the primary point of contact during implementation, coordinating between customer stakeholders (operations, IT, engineering) and internal teams (Product, Engineering, Support, Sales, Customer Success)
- Manage implementation scope, timelines, dependencies, risks, and mitigations
- Facilitate recurring status meetings, track action items, and provide clear progress reporting to internal and external stakeholders
- Proactively identify and resolve implementation risks, escalating issues when needed to maintain timelines and customer confidence
- Deliver or coordinate customer training and enablement, ensuring users are prepared to adopt the solution at launch
- Validate go-live readiness through system testing, workflow validation, and acceptance criteria
- Support customers during go-live and early stabilization to ensure a smooth transition into steady-state usage
- Complete structured handoff to Customer Success with full documentation of configuration, risks, goals, and next steps
- Execute implementations aligned to defined implementation playbooks, processes, and standards
- Utilize internal tools (e.g., Smartsheet, Jira, Salesforce, Confluence) to manage plans, tasks, documentation, and reporting
- Partner with Product, Engineering, and Customer Success to provide implementation feedback and contribute to process improvements
- Help refine onboarding materials, templates, and delivery models based on implementation learnings
Benefits
- Annual performance based bonus
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
