Implementation Manager

About the role

AlertMedia is a rapidly growing software company dedicated to saving lives and minimizing loss during emergencies. We provide threat intelligence, emergency communication, and travel risk management solutions to help companies protect their people and businesses.

Responsibilities

• Act as the primary owner of multiple concurrent customer implementations, balancing time to value with customers’ intended timelines
• Lead the customer kickoff meeting, translating pre-sales objectives into a structured implementation plan by aligning on business outcomes, success criteria, stakeholders, and mutually agreed-upon expectations
• Facilitate regular implementation working sessions with the customer, navigating customer objections when warranted
• Serve as a strategic advisor to customer stakeholders, helping translate business objectives into scalable AlertMedia programs, operational processes, and long-term success plans
• Strategize with the larger Customer Operations team to provide customers with industry-specific best practices, proven AlertMedia solutions, and emerging capabilities that support operational maturity and long-term program success
• Clearly communicate action items across internal and external teams and provide regular project updates to the customer
• Sensitively manage and interpret data, consulting on data imports and automations
• Respond to customer inquiries in a thoughtful and timely manner, displaying ownership in all interactions
• Diligently manage implementation milestones and overall project status internally in Gainsight and monday.com
• Ensure visibility for the dedicated CSM throughout implementation, leading to a seamless IM-to-CSM transition once the customer is deployed
• Actively participate in a cross-functional feedback loop with Leadership and Product Management teams to continuously improve, scale, and modernize the Strategic implementation experience, including the thoughtful adoption of AI, automation, and emerging product capabilities
• Contribute to AlertMedia’s culture, values, and vision for the future

Requirements

• 3+ years’ experience in a strategic customer-facing role as Implementation Manager / Customer Success Manager / Account Manager
• 2+ years' experience leading SaaS implementations with demonstrated project management skills and the ability to prioritize competing customer needs
• Experience navigating complex, decentralized, multi-national organizations with competing stakeholder priorities
• Proven ability to build credibility and influence stakeholders ranging from project managers and system administrators to executive sponsors and business leaders
• Thoughtful use of AI and emerging technologies to synthesize information, improve decision-making, enhance communication, and drive customer outcomes while maintaining strong judgment and customer empathy
• Proficiency in Excel is required; experience with Salesforce, Gainsight, and monday.com is preferred
• Enthusiasm for partnering cross-functionally with Customer Success, Customer Support, Technical Solutions, Sales, Marketing, Product Management, and Engineering, including Executive-level visibility
• Strong analytical, negotiation, and creative problem-solving skills
• The aptitude to learn and be coached

Qualifications

• Location: Strong preference for candidates located in Austin, Texas to work a hybrid (2 days a week) in our downtown headquarters with flexibility for travel for occasional customer onsites
• Sponsorship: This position is not eligible for visa sponsorship. Candidates must have existing authorization to work in the U.S. without the need for sponsorship now or in the future

Benefits

• Competitive base salary + Company-wide bonus program
• Generous and flexible time off and parental leave policies
• Health benefits - Medical, Dental, Vision and Life Insurance are 100% paid for employees!
• 401K with generous company match
• Awesome rewards and incentives – we love celebrating each other!
• Commitment to community service with opportunities to give back
• A Best Places to Work company 10 years in a row and numerous other awards
• Access to new downtown office with 360 views of Austin, high-tech building gym and nearby running trails
• Ongoing career development opportunities through our Learning & Development team

Pay

Salary range: $80,000 - $120,000 annually

Schedule

Hybrid schedule: 2 days in the office, 1 day remote