Implementation Manager

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Take ownership of the customer relationship with each school's business office from the initial working session through to the go-live phase.

• Facilitate implementation meetings, ensure schools are kept updated, and act as the main point of contact.

• Set up each school's configuration in Meadow and instruct the business office on its operation.

• Interpret the needs of the school into product settings and advocate for the comprehensive recommended configuration.

• Confirm configurations prior to launch and train school teams on administrative tools.

• Keep implementations progressing by coordinating with school IT teams, business offices, and Implementation Engineers.

• Influence engineers who are developing integrations and eliminate project obstacles.

• Ensure precise status updates are maintained in systems of record.

• Promptly escalate risks and communicate potential threats to committed launch dates along with mitigation strategies.

• Execute launches with no outstanding issues and transition schools to Customer Success Managers.

• Enhance implementation processes to minimize rework and reduce the time from the first working session to launch.

• Assist schools in launching at the pace of Sales and support retention and growth initiatives.

⛳️ Requirements

• Previous experience managing customer implementations as an Implementation Manager or Customer Success Manager responsible for onboarding.

• Capability to identify implementation stall points and keep customers and internal stakeholders progressing.

• High levels of agency, urgency, and resilience.

• Ability to quickly adapt and proactively solve problems.

• Skill in representing Meadow's interests and advocating for a comprehensive and successful implementation.

• Accountability to the customer without direct authority, which includes setting deadlines, following up, and influencing individuals not directly managed.

• Strong project management judgment, including critical path identification, dependencies, risk assessment, and escalation procedures.

• Operational discipline with the ability to manage multiple concurrent implementations without close supervision.

• Proficiency in process improvement methodologies.

• Clear, timely, and effective communication across platforms such as Zoom, client communications, and Slack.

• Technical fluency with SaaS products, including knowledge of their development, release, and support processes.

• Familiarity with AI tools and their regular utilization.

• Experience with enterprise software, such as ERP, SIS, or payment platforms (preferred qualification).

• Background in FinTech, EdTech, or interaction with higher education business offices (preferred qualification).

• Experience at an early-stage B2B/enterprise SaaS company (preferred qualification).

• Must not require employment visa sponsorship in the United States.

🏝️ Benefits

• Competitive Equity.

• 401(k) Retirement Savings Plan.

• Subsidized Medical, Dental, and Vision Insurance (with HSA & FSA Plans Available).

• Flexible Paid Time Off.

• Paid Company Holidays.

• Paid Parental Leave.

• 1-2 Onsites Per Year.

• Membership in an Ambitious, Kind, No-Drama Team.

• Support for professional and personal development.