Implementation Manager, Nashville

Job Overview

The Implementation Services team is the technical and project management engine of findhelp’s Customer Success organization. As we continue to mature and scale our delivery model, we ensure that standard and mid-market customer launches are executed with high technical precision and operational consistency.

Responsibilities and Duties

• Project Ownership: Own the "Sales-to-Service" handoff, serving as the primary point of contact and lead for the full implementation lifecycle across a diverse portfolio.
• Technical Scoping & Design: Lead User Scoping, Workflow Validation, and Technical/Integration Design sessions to ensure the platform is configured to meet specific social care goals.
• Product/Technical Bridge: Coordinate with cross-functional teams acting as the liaison between Technical Solutions Account Managers, Product Support, and other technical roles to navigate complex integrations or custom requirements.
• Milestone & Deliverable Management: Execute project plans and track key deliverables, ensuring both internal and external stakeholders stay aligned and accountable to defined project timelines.
• Reporting: Develop and maintain 30/60/90-day progress reports to provide leadership with transparent visibility into portfolio health and Time-to-Value (TTV) metrics.
• Quality & Readiness: Complete Go-Live Readiness Assessments prior to launch to ensure core technical and operational configuration is sound, executing structured internal handoffs to the ongoing Customer Success Manager.
• Team Collaboration: Share project management best practices and technical insights within the immediate implementation team to help streamline group execution

Qualifications

• BS/BA degree or equivalent
• 3+ years of demonstrated success in implementation, Customer Success, project management, or technical project management within a SaaS or equivalent industry.
• Expertise in Project Management: Strong execution skills using project management methodologies and tracking tools.
• Technical Fluency: Ability to learn, understand, and translate standard system workflows into data integration configurations for diverse client structures, including proficiency in using generative, specifically Gemini to summarize information, draft communications, and enhance research efficiency.
• Strategic Communication: Ability to clarify technical execution steps for non-technical users and communicate project milestone health clearly to internal and external teams.
• Problem-Solving: A "solution-first" mindset with the ability to navigate the ambiguity of complex, multi-stakeholder implementations.