Implementation Manager, Nashville
About The Position
The Implementation Manager is part of findhelp’s Implementation Services team within Customer Success, which delivers standard and mid-market customer launches with technical precision and operational consistency. The role owns the core customer journey from contract signing through implementation, using established standard operating procedures and technical documentation to onboard customers and deliver initial value efficiently. The Implementation Manager leads customer implementations across a portfolio, coordinates technical scoping and configuration, manages project plans and deliverables, and works with internal technical and customer-success partners. The position is based in Nashville, Tennessee, and requires working in the office five days per week.
Requirements
- BS/BA degree or equivalent.
- At least 3 years of demonstrated success in implementation, Customer Success, project management, or technical project management within SaaS or an equivalent industry.
- Strong project execution skills using project management methodologies and tracking tools.
- Ability to learn, understand, and translate standard system workflows into data integration configurations for diverse client structures.
- Proficiency using generative AI, specifically Gemini, to summarize information, draft communications, and improve research efficiency.
- Ability to explain technical execution steps to non-technical users and clearly communicate project milestone health to internal and external teams.
- A solution-first mindset and ability to navigate ambiguity in complex, multi-stakeholder implementations.
- Must be located in Nashville, Tennessee, and work in the office five days per week.
Responsibilities
- Own the Sales-to-Service handoff and serve as the primary contact and lead throughout the implementation lifecycle for a portfolio of customers.
- Lead user scoping, workflow validation, and technical or integration design sessions to configure the platform for customers’ social care goals.
- Coordinate with cross-functional teams, including Technical Solutions Account Managers and Product Support, to address complex integrations and custom requirements.
- Execute project plans, track deliverables, and keep internal and external stakeholders aligned and accountable to project timelines.
- Develop and maintain 30/60/90-day progress reports that provide leadership visibility into portfolio health and Time-to-Value metrics.
- Complete Go-Live Readiness Assessments before launch and conduct structured internal handoffs to the ongoing Customer Success Manager.
- Share project management best practices and technical insights with the implementation team to improve team execution.
Benefits
- 401(k) and equity grants.
- Free food and onsite gym at the Austin headquarters.
- Paid parental leave.
- Competitive paid time off and 10 paid holidays.
- Comprehensive medical, dental, and vision insurance, with 100% company-paid coverage for employee-only coverage.
- Dog-friendly office at the Austin headquarters.
- 24/7 access to telemedicine and counseling.
- Book Purchasing Program.
- Culture Committee.
- Leadership Development Training.
- Paid volunteering time.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
