Implementation Manager

This is a fully remote position, open to applicants in Texas.

📋 Description

• Take ownership of multiple simultaneous customer implementations, ensuring a balance between time to value and the customers' desired timelines.

• Conduct the customer kickoff meeting, translating pre-sales goals into a structured implementation plan by aligning on business outcomes, success metrics, stakeholders, and mutually agreed expectations.

• Facilitate regular implementation working sessions with customers, effectively addressing objections when necessary.

• Act as a strategic advisor to customer stakeholders, translating business goals into scalable AlertMedia programs, operational processes, and long-term success strategies.

• Collaborate with the broader Customer Operations team to provide industry-specific best practices, proven AlertMedia solutions, and emerging capabilities that enhance operational maturity and long-term program success.

• Clearly communicate action items across internal and external teams, offering regular project updates to the customer.

• Manage and interpret data with sensitivity, providing consultation on data imports and automations.

• Respond thoughtfully and promptly to customer inquiries, demonstrating ownership in all interactions.

• Carefully manage implementation milestones and overall project status using Gainsight and monday.com.

• Ensure the dedicated CSM has visibility throughout the implementation process, facilitating a seamless transition to CSM once the customer is deployed.

• Actively engage in a cross-functional feedback loop with Leadership and Product Management teams to continuously enhance, scale, and modernize the Strategic implementation experience, including the thoughtful adoption of AI, automation, and emerging product capabilities.

• Contribute positively to AlertMedia’s culture, values, and vision for the future.

⛳️ Requirements

• Over 3 years of experience in a strategic customer-facing position as an Implementation Manager, Customer Success Manager, or Account Manager.

• At least 2 years of experience leading SaaS implementations, demonstrating project management skills and the ability to prioritize competing customer demands.

• Experience working within complex, decentralized, multi-national organizations with competing stakeholder priorities.

• Proven capability to establish credibility and influence stakeholders, including project managers, system administrators, executive sponsors, and business leaders.

• Thoughtful application of AI and emerging technologies to synthesize information, enhance decision-making, improve communication, and drive customer outcomes while maintaining strong judgment and empathy for customers.

• Proficiency in Excel is mandatory; experience with Salesforce, Gainsight, and monday.com is preferred.

• Enthusiasm for cross-functional collaboration with Customer Success, Customer Support, Technical Solutions, Sales, Marketing, Product Management, and Engineering, including visibility at the Executive level.

• Strong analytical, negotiation, and creative problem-solving abilities.

• Willingness to learn and be coached.

🏝️ Benefits

• Competitive base salary along with a company-wide bonus program.

• Generous and flexible time off and parental leave policies.

• Comprehensive health benefits—Medical, Dental, Vision, and Life Insurance fully covered for employees!

• 401K plan with a generous company match.

• Exciting rewards and incentives—we love celebrating each other!

• Commitment to community service with opportunities to give back.

• Recognized as a Best Places to Work for 10 consecutive years and recipient of numerous other awards.

• Access to a new downtown office featuring 360-degree views of Austin, a high-tech building gym, and nearby running trails.

• Ongoing career development opportunities provided by our Learning & Development team.

• Engage in meaningful work while advancing your career in a fast-paced, global company with an award-winning culture.