Implementation Manager

About the role

We are seeking an experienced professional to drive robust software adoption across Air's SaaS user base and manage a team of Implementation Engineers. The Implementation Manager will be responsible for defining and optimizing user engagement by driving new, outcome-oriented initiatives, and will own the implementation and technical enablement of strategic deployments.

Responsibilities

• Hire, train, and lead a team of software Implementation Engineers
• Plan and allocate IE resources, monitor progress, and keep stakeholders informed throughout the deployment lifecycle
• Develop expertise in Air's customers, offerings, and data, and support customers as a Air product and data expert
• Proactively drive utilization of the product using targeted training and engagement strategies that drive mission outcomes and analytical insights for platform users
• Oversee the execution of user engagement best practices to drive product utilization using targeted engagement strategies
• Execute the successful implementation of software and data to Air's customers and address and solve user needs through the use of Air's platform
• Develop and implement scalable delivery frameworks and methodologies to ensure alignment between strategic objectives and tactical execution
• Use coding languages (SQL, Python) to conduct technical platform configuration and data integration and provide technical guidance to Implementation Engineers
• Capture client feedback, surface user problems, and elicit user needs and workflows to support the evolution of the Air platform
• Collaborate with Air Engagement Managers and Product Managers to capture market demand for inclusion into Air's offerings
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
• Build and manage client relationships
• Lead execution teams and/or work streams
• Help drive and enable renewal and expansion, reduce churn, and drive new business growth through greater advocacy
• Provide leadership to a highly motivated and engaged team
• Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization

Qualifications

U.S. Citizenship is required. A Bachelor’s Degree is required, and a Master’s Degree is preferred.

Skills

• Expertise in national security, defense policy, federal budgeting, acquisition and procurement processes, government contracting, supply chains, and/or product management for public sector customers
• Minimum of five (5) years of experience in customer success, public sector consulting, advisory services, software-as-a-service (SaaS) or subscription-based tools, information services, or data analytics
• Minimum of two (2) years of people management experience
• Proven excellence in interacting with DoD and/or national security senior leaders
• Strong written and oral communication skills, including strong presentation skills
• Knowledge of Federal organizations and functions, e.g. understanding organizational structures, hierarchies, and how to apply software product use cases to target stakeholders
• Passionate about leading people and improving processes
• Demonstrated aptitude to learn new technical content
• Demonstrated excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Proven ability to develop strategies, translate them into initiatives, and track successful delivery
• Willingness to work hard, be strategic, and do the right thing for the business

Desired Skills

• Current possession of a U.S. security clearance, or the ability to obtain one with our sponsorship
• Experience in or exposure to the nuances of a startup or other entrepreneurial environment
• Strong SQL skills

Work Details

This role is a full-time position located out of our office in Arlington, VA, and requires up to 50% travel to client sites across the United States.