Implementation Manager

Job 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
• Operate 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

What You Should Bring To This Role

• 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)