Implementation Manager

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

📋 Description

• Supervise the timely and budget-conscious delivery of the Moveworks platform to ensure customer success.

• Execute projects utilizing best-practice methodologies in partnership with customer project teams and stakeholders.

• Guarantee governance, stakeholder engagement, risk management, and issue resolution.

• Organize and manage project resources, clarify scheduled tasks, monitor progress, and handle deviations.

• Guide customers through initial Moveworks implementations and the introduction of new product offerings.

• Oversee engagement governance, timelines, scope, risk, change management, resource allocation, and reporting.

• Assist customers in identifying, mapping, building, and launching agentic workflows.

• Offer change management best practices to facilitate adoption and organizational readiness.

• Collaborate with Sales, partners, and customers to grasp challenges, issues, and delivered value.

• Align deliverables with customer objectives and serve as the main point of contact for proposed solutions.

• Mentor team members and partners to achieve project deliverables.

• Identify discrepancies between actual outcomes and the project plan, propose solutions, and drive resolutions.

• Provide customer insights to the Product team for product design and development.

• Collaborate with Customer Success Managers to transition customers to post-launch engagement and support.

⛳️ Requirements

• Experience in leveraging or critically assessing the integration of AI into work processes, decision-making, or problem-solving.

• Over 4 years of progressive experience in leading software implementations, preferably SaaS, with enterprise customers, or equivalent education/experience.

• Project management experience encompassing scope control, budgeting, estimation, and resource management.

• Ability to creatively propose technical solutions and convey technical concepts clearly and effectively.

• Process-oriented with a strong aptitude for problem-solving.

• Proven experience in building strong internal and external relationships, including with senior-level executives.

• Creative and comfortable managing projects independently.

• Experience navigating complex issues through thorough analysis and resolution.

• Proven track record of collaborating across cross-functional teams.

• Diplomatic, tactful, and composed under pressure.

• Bachelor's degree required.

• Willingness to travel up to 25% of the time.

🏝️ Benefits

• Equity (when applicable).

• Variable/incentive compensation.

• Health plans.

• Flexible spending accounts.

• 401(k) Plan with company match.

• Employee Stock Purchase Plan (ESPP).

• Donation matching.

• Flexible time away plan.

• Family leave programs.

• Flexible or remote work options.

• Opportunity to work at the global scale of ServiceNow and within a high-growth AI company.