Senior Implementation Manager

About the Team

The Implementation Services team drives product adoption and long-term success by pairing deep technical delivery expertise with a relentless focus on customer business outcomes.

About the Role

You will serve as a strategic leader, guiding cross-functional teams, managing resource allocation, and engaging executive stakeholders through steering committees and governance frameworks. This role is ideal for a technically strong SaaS delivery professional with deep product knowledge, a track record of leading enterprise implementations at scale, and a proven ability to drive customer business outcomes — not just project completion.

Design & Optimize Implementation Strategies

• Develop new engagement models to support varying customer needs, from enterprise rollouts to strategic phased deployments.
• Improve and refine the methodology for complex implementations, ensuring scalability and efficiency.
• Identify themes and develop best practices to positively impact future implementations.

Lead High-Touch, Enterprise Implementations

• Build and establish strong relationships with enterprise customers, collaborating to understand business objectives and tailor implementation strategies.
• Oversee multi-phase implementations with complex technical integrations, ensuring timely completion and successful execution.
• Aid customers in deploying Invoca's JavaScript, integrating with MarTech platforms, and optimizing workflows.
• Become an expert on the Invoca platform, training customers on core functionalities, integrations, APIs, and webhooks.

Agentic AI Expertise

• Lead the deployment of Agentic AI workflows, ensuring autonomous agents are properly integrated into the customer's broader MarTech ecosystem.

Executive Stakeholder Management

• Facilitate steering committees, ensuring key stakeholders are aligned on project milestones, risks, and strategic goals.
• Act as a trusted advisor to customer executives, influencing decisions and ensuring project success.

Resource Management

• Maintain accurate project records, track milestones, and ensure adherence to implementation Service Level Objectives using project management and CRM tools.

Executive Communication & Risk Mitigation

• Proactively identify potential risks, dependencies, and roadblocks in enterprise projects, escalate as necessary, and develop mitigation strategies to ensure a positive implementation experience.
• Provide clear, data-driven reporting to executive leadership on implementation performance, customer adoption trends, and engagement impact.

Cross-Functional Collaboration

• Work closely with Sales, Sales Engineering, Product, and Customer Success teams to ensure smooth pre-sales to implementation transitions.
• Gather insights and advocate for enterprise customer needs with Product & Engineering, influencing feature enhancements and roadmap decisions.

Global Market Alignment

• Maintain an early-morning Central or Eastern Time (CT/ET) schedule to provide direct implementation oversight and real-time consultation for UK and European customers.