Implementation Manager

This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

• Lead comprehensive implementation projects from start to finish.

• Take ownership of the onboarding and implementation journey from the initial kickoff to go-live and stabilization phases.

• Oversee project timelines, milestones, communication with stakeholders, and the execution of tasks across both internal and external teams.

• Coordinate and drive various implementation workstreams while also directly managing segments of the work.

• Configure customer environments utilizing internal tools and workflows created by the Engineering team.

• Ensure that implementations remain on schedule, within scope, and provide an exceptional customer experience.

• Facilitate customer adoption and manage change effectively.

• Conduct assessments of current workflows and engage in technical scoping discussions to understand agency operations and how BLTN integrates.

• Document existing workflows and create future state workflow diagrams that outline how agencies will utilize BLTN in practice.

• Support customers in navigating change management and adoption challenges.

• Collaborate with Customer Success Managers to provide onboarding sessions, training, and enablement for end users and administrators, sharing accountability for empowering agencies to operate BLTN independently.

• Serve as a trusted advisor to agency leadership, operators, and IT stakeholders throughout the implementation process.

• Establish the Implementation Function.

• Develop scalable implementation playbooks, templates, processes, and best practices.

• Capture insights from lessons learned and continuously refine the customer deployment approach.

• Assist in defining the systems and operational framework needed to scale implementations as time progresses.

• Monitor implementation results and identify opportunities to enhance onboarding speed, adoption rates, and customer satisfaction.

• Engage in cross-functional collaboration.

• Work closely with Product, Engineering, and Customer Success teams to ensure successful customer launches.

• Translate customer requirements and feedback from implementations into actionable requests for internal teams.

• Identify potential implementation risks early on and facilitate resolutions across different teams.

• Provide valuable customer insights that guide product and operational enhancements.

⛳️ Requirements

• Over 6 years of experience in implementation, onboarding, customer operations, project management, or customer success within the SaaS, gov-tech, or a related field.

• Proven experience in managing complex customer implementations involving multiple stakeholders.

• Demonstrated capability to handle multiple concurrent implementations or projects without compromising quality or customer experience.

• Strong project management and organizational abilities, with the capacity to execute tasks independently.

• Comfortable being hands-on—not merely tracking tasks but actively engaging in implementation and configuration efforts.

• Experience in leading customer onboarding, training, or change management initiatives.

• Excellent communication skills and the ability to build trust with clients.

• A builder mindset with the ability to operate amidst ambiguity and develop structure from the ground up.

• Ability to balance speed, organization, and customer experience in a dynamic environment.

• Experience in gov-tech, public sector technology, or law enforcement-related environments is highly preferred.

• Previous experience working in startup or early-stage environments is a plus.

• Comfortable with a fully remote work setting.

🏝️ Benefits

• Flexible working arrangements.