Implementation Manager

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

📋 Description

• Lead the comprehensive implementation process for new clients, ensuring a timely and successful onboarding experience.

• Collaborate across various internal teams to provide a smooth onboarding journey.

• Own Time to Value (TTV) metrics, driving ongoing improvements in implementation timelines.

• Facilitate a seamless transition from sales to the post-sale team, ensuring all necessary documentation and context are properly transferred.

• Initiate activities that directly contribute to customer retention and expansion opportunities.

• Identify and communicate potential upsell or cross-sell opportunities during the implementation process.

• Set clear expectations that foster long-term customer success through active listening and engagement in all customer interactions.

• Recognize customer pain points and promptly work to resolve issues; provide solutions during customer meetings as needed.

• Effectively convey customer needs to internal teams.

• Reduce churn risk by ensuring customers achieve early successes and realize value.

• Manage escalations by engaging the appropriate resources from both Motivity and customer organizations.

• Navigate complex and ambiguous scenarios confidently, even when immediate answers are not available.

• Monitor implementation timelines, milestones, and deliverables using CRM systems.

• Keep project documentation accurate and up-to-date throughout the implementation lifecycle.

• Contribute to the development of knowledge base documentation for continuous process enhancement.

• Ensure all stakeholders are kept informed of project status and any potential risks.

• Exhibit a high level of accountability for project outcomes and customer success.

• Deliver engaging and effective training sessions tailored to customers with varying levels of technical expertise.

• Simplify complex product features into clear, actionable guidance for customers.

• Act as a dynamic presenter with strong classroom management skills, addressing questions while maintaining focus in sessions.

• Provide timely responses to clinical inquiries related to Electronic Data Collection and ABA workflows.

• Monitor adoption metrics and proactively tackle barriers to full platform utilization.

⛳️ Requirements

• 3-5 years of experience in implementation, onboarding, training, or customer success roles, or equivalent experience in the ABA sector.

• A proven history of successful software implementations or SaaS onboarding.

• Familiarity with CRM systems and project management tools.

• Strong knowledge of ABA or a related field (BCBA certification is preferred but not mandatory).

• Demonstrated capacity to work cross-functionally and influence others without direct authority.

• Experience in delivering training to groups, exhibiting strong classroom management abilities.

🏝️ Benefits

• Additional Information: The primary responsibility concludes at the go-live stage, with a clean handoff to the post-sale team.

• Business Reviews are not applicable (N/A) for this position.

• This role necessitates strong collaboration with Sales, Product, Support, and Customer Success teams.