Implementation Manager

Key Responsibilities

• Lead end-to-end implementation process for new customers, ensuring timely and successful onboarding
• Cook up seamless onboarding experiences by coordinating cross-functionally with internal teams
• Own Time to Value (TTV) metrics and drive continuous improvement in implementation timelines
• Support clean handoff from sales and to post-sale team, ensuring all necessary documentation and context is transferred
• Drive activities that directly support customer retention and expansion opportunities
• Identify and communicate upsell or cross-sell opportunities during the implementation phase
• Establish expectations that set the tone for long-term customer success through active listening and staying present in every customer interaction
• Understand customer pain points and work to resolve issues promptly; provide solutions when presented with issues in customer meetings
• Translate customer needs effectively to internal audiences
• Mitigate churn risk by ensuring customers achieve early wins and value realization
• Manage escalations by pulling in appropriate resources from Motivity and customer organizations
• Navigate complex and ambiguous situations with confidence, even when immediate answers aren't available
• Track implementation timelines, milestones, and deliverables using CRM systems
• Maintain accurate and up-to-date project documentation throughout the implementation lifecycle
• Contribute to building out knowledge base documentation for ongoing process improvement
• Ensure all stakeholders are informed of project status and any potential risks
• Demonstrate high level of accountability for project outcomes and customer success

Required Skills & Qualifications

• Strong technical aptitude with curiosity for emerging technologies, particularly AI tools, and willingness to experiment with new solutions
• Exceptional project management skills with ability to manage multiple implementations simultaneously
• Exceptional training ability with skill in delivering engaging, effective learning experiences
• Exceptional communication skills, both written and verbal, with the ability to explain complex concepts clearly and effectively
• Active listening skills with ability to stay present and engaged in customer conversations
• Highly organized with meticulous attention to detail
• Excellent problem-solving abilities and critical thinking skills; able to think on your feet
• Proactive mindset with ability to anticipate needs and take initiative
• Comfort with ambiguity and ability to navigate situations where answers aren't immediately known
• High level of accountability and ownership for outcomes
• Customer-centric mindset with strong relationship-building capabilities
• Passion for talking to people, learning about their needs, and demonstrating solutions
• 3-5 years of experience in implementation, onboarding, training, or customer success roles or equivalent experience in the ABA space
• Proven track record of successful software implementations or SaaS onboarding
• Experience with CRM systems and project management tools
• Solid knowledge of ABA or a related field (BCBA preferred but not required)
• Experience delivering training to groups with strong classroom management skills
• Proficiency with CRM platforms for tracking and documentation
• Comfortable learning new software systems quickly
• Strong data analysis skills to track and improve TTV metrics
• Experience creating and maintaining process documentation
• Dynamic presentation skills with ability to engage audiences and field questions
• Ability to keep training sessions on topic while remaining responsive to customer needs
• Skilled at making sense of complicated situations and translating them for diverse audiences

Success Metrics

• Time to Value (TTV) for new customer implementations
• Customer satisfaction scores during onboarding period
• On-time completion of implementation milestones
• Quality of handoff to post-sale team
• Early adoption and usage metrics
• Reduction in implementation-related churn risk
• Training effectiveness and customer confidence scores