Implementation Manager

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

📋 Description

• Take ownership of the entire Implementation function, encompassing strategy, processes, tools, staffing, and outcomes for every customer deployment.

• Construct and lead the Implementation team by recruiting, coaching, developing, setting goals, and establishing performance standards.

• Establish, monitor, and report on key performance indicators (KPIs) such as time-to-value, on-time delivery, customer satisfaction, and resource utilization.

• Create scalable and repeatable implementation playbooks, utilizing tools to automate processes and enhance efficiency.

• Act as the primary point of contact and escalation owner for strategic and complex deployments.

• Foster trusted relationships with senior stakeholders from customer organizations.

• Collaborate with Sales, Customer Success, and Data teams to scope deals, define hand-offs, and ensure smooth transitions post-implementation.

• Manage capacity planning and prioritize tasks across multiple concurrent deployments.

• Convey customer feedback to the Product team to influence the product roadmap.

⛳️ Requirements

• Over 7 years of experience in implementation, professional services, or customer onboarding, preferably within financial services, enterprise B2B SaaS, or consulting.

• More than 2 years of experience in a leadership role, demonstrating a successful track record of developing processes and scaling a team from the ground up.

• Proven ownership of the outcomes and metrics of a function, rather than just individual projects.

• Strong financial acumen; familiarity with venture capital funds and portfolio company reporting is a significant advantage.

• Exceptional program and project management abilities, capable of overseeing a substantial portfolio of concurrent deployments.

• Demonstrated capacity to influence across various functions, including Customer Experience, Product, Engineering, and Data teams.

• Excellent communication skills, with the ability to confidently present to executives and senior customer stakeholders.

• Comfortable navigating ambiguity and establishing structure in unstructured environments.

• A strong passion for technology, startups, entrepreneurship, and/or venture capital.

🏝️ Benefits

• Comprehensive health and dental insurance: 100% coverage for medical/dental/vision insurance for employees and their dependents in the USA; local health coverage matching available internationally.

• Flexible vacation policy with no strict guidelines; the majority of employees take 3–4 weeks off in addition to holidays.

• 12 weeks of paid parental leave for all new parents in the USA; local parental leave standards are matched internationally.

• Full transparency with complete access to business metrics and company financial information.

• Regular company offsites with the entire team flown to exciting destinations.

• Remote-first work environment.

• Inclusive workplace and equal opportunity employment.