Implementation Manager

About the role

The implementation manager at Moab is responsible for managing the end-to-end training and implementation that enables Moab to onboard new customers. This role involves overseeing and facilitating new customer user training and support throughout the implementation lifecycle, managing multiple implementations simultaneously, creating training and implementation plans, cultivating customer relationships, assessing risks, and leading cross-functional efforts.

Responsibilities

• Design virtual and in-person training for new Moab customers
• Travel 10-50% of the time to support new customer implementations
• Oversee and facilitate new customer user training and support
• Manage implementations in various phases concurrently
• Create training and implementation plans for customers, including virtual and in-person sessions and scheduling
• Cultivate relationships with customers and manage expectations
• Accurately assess risk and adjust project plans with minimal impact to go-live timing
• Work directly with Moab’s founding team to help solve top business priorities
• Lead cross-functional efforts, building project roadmaps, and getting alignment from different parties
• Owning the end-to-end implementation of a given initiative
• Pinch hit where necessary, filling in critical gaps to ensure the business can run smoothly
• Identify consistent pain points and develop and iterate on processes to help the company solve issues over time
• Communicate across teams, bridging different parts of the organization to achieve cross-functional outcomes
• Deepen client engagements through strategic interactions, serving as an advisor and advocate for key stakeholders, driving advocacy, organic growth, and referrals

Requirements

• 8+ total years of experience working at a top equipment rental company (e.g., United, Sunbelt, Herc, Cat Rental Stores, top specialty rental companies)
• An incredibly high execution bar and seeing projects through from conception to tactical completion
• A people-centric approach to solving complex, ambiguous, cross-functional problems
• A strong outcome orientation and high humility
• Genuinely curious and creative, wanting to dive deep into operational processes and systems problems
• An observant and anticipatory mindset, anticipating cross-functional issues and needs before others notice
• Tactical and discerning, learning quickly to define optimal solutions

Nice to have

• The office is in NYC, ideally the candidate lives in NY
• We are also open to remote for the right candidate