Implementation Manager, Mid-Market

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

📋 Description

• Lead consultative discovery sessions with new clients and convert their business objectives into criteria for onboarding success.

• Manage the complete delivery of high-volume Mid-Market implementations from the initial kickoff to go-live, followed by a smooth handoff to Customer Success.

• Configure tracking systems, pixels, platform integrations, and connections to data sources.

• Offer guidance on customer technology stacks and best practices for integration.

• Ensure the accuracy of attribution and data before the go-live phase.

• Facilitate the onboarding of clients onto Moby, Triple Whale’s AI agent, which includes AI-driven workflows and automation.

• Conduct both one-on-one and group training sessions to enable users.

• Document configurations, measurement objectives, adoption metrics, and outstanding items for the Customer Success handoff.

• Influence customer stakeholders and oversee project commitments effectively.

• Implement risk management strategies, monitor portfolio health, and balance speed with quality.

• Maintain project tools, documentation, and account records diligently.

• Collaborate with Customer Success, Product, Support, and Marketing teams to address issues and enhance launch processes.

• Identify implementation trends and refine onboarding standards, templates, handoff criteria, and definitions of completion.

⛳️ Requirements

• 2–4+ years of experience in implementation, onboarding, technical account management, or customer success within a SaaS environment.

• A consultative approach that prioritizes understanding business challenges before configuration tasks.

• Strong project management capabilities, including the ability to sequence dependencies and manage multiple high-volume projects independently.

• Technical proficiency in tracking and pixel implementation, integrations, APIs, and webhooks.

• Familiarity with the martech and eCommerce technology stack, including platforms like Shopify, Meta, Google Ads, as well as email and SMS services.

• Ability to articulate technical concepts clearly to analysts and founders.

• Demonstrated capacity to influence stakeholders without formal authority.

• Comfortable utilizing repeatable playbooks while exercising judgment for unique customer requirements.

• Disciplined approach to risk management.

• A strong interest in AI and a willingness to educate customers on new workflows.

• Understanding of retail and eCommerce business needs, processes, and best practices.

• A desire to enhance team processes.

• Must reside in the United States.

🏝️ Benefits

• Compensation aligned with industry benchmarks for growth-stage companies, adjusted by function, level, and geographical location.

• An equal opportunity employer dedicated to fostering diversity and an inclusive workplace.