Technical Implementation Manager
About The Position
Working under the guidance of Kivo’s Solution Architects, the Technical Implementation Manager owns the technical side of customer implementations from environment provisioning, initial configuration, and ongoing configuration refinement and identifies opportunities to build AI-driven efficiencies and tools to support Kivo’s back-end processes. The Technical Implementation Manager will assist with data migrations, and take on Technical Customer Support queue management and responses during Kivo’s West Coast hours of operation. You will split your time between direct configuration work, working with Kivo’s engineering team to build tools and AI skills to make future implementations faster, and working with Kivo’s customers through the Technical Support role. This is a hybrid role based in Portland, OR, requiring 2 days per week in office.
Requirements
- 3+ years in technical implementation, solutions engineering, or a similar hands-on technical delivery role.
- Comfortable working directly in system admin consoles, config files, APIs, or scripting environments - not purely a coordination role.
- Able to execute data and document migrations.
- Has used AI tools (e.g., Claude, ChatGPT, Copilot) to build workflows, automations, or skills - not just as an end user.
- Scripting ability (SQL, Python, JavaScript, or similar) is a plus.
- Strong cross-functional skills - able to work with customers, support, and engineering.
- Able to work on-site in Portland, OR 2 days per week.
- This is a B2B role and requires a focus on customer success
Nice To Haves
- Experience building or customizing internal tools, bots, or AI agents/skills for operational use.
- Familiarity with CRM/PSA or implementation tracking tools (e.g., ClickUp, Jira, Salesforce, Rocketlane).
- Background in SaaS implementation or technical onboarding at a B2B software company.
- Prior experience in the life sciences industry.
Responsibilities
- Own configuration: Under the guidance of the Solution Architect, perform hands-on technical configuration for initial application setup, and environment tuning for new and existing customer and internal deployments.
- Translate requirements: Turn business and customer requirements into concrete technical configurations, troubleshooting issues directly rather than only routing them to engineering.
- Lead technical delivery: Serve as the primary technical point of contact during implementation projects.
- Champion AI adoption: Develop and teach practical AI skills across the implementation team such as prompt design, AI-assisted configuration, and automation of repetitive technical tasks.
- Build AI tooling: Create reusable AI-powered tools, scripts, or skills (e.g. Claude Skills) to support faster implementations.
- Execute migrations: Execute data and system migrations to enable our Customers’ transition from legacy systems to Kivo
- Build migration tooling: Support the evolution of Kivo’s migration toolset through the identification of process efficiencies and AI tooling
- Resolve issues: Provide responsive support via email, chat, and ticketing systems (e.g., Intercom, Jira); troubleshoot and resolve platform, configuration, and process-related issues across your customer portfolio.
- Escalate effectively: Triage and escalate complex technical issues to Engineering or Product with clear reproduction steps and customer impact assessments.
- Build knowledge: Document common issues, resolutions, and best practices to strengthen the internal knowledge base and reduce repeat ticket volume.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
