Manager, Implementation
Leads a global team delivering complex IT product implementations for B2B SaaS customers, from kickoff through go-live and adoption. Requires at least five years in customer onboarding or software implementation, direct people management, and expertise across corporate identity, device, and endpoint-management environments.
About the job
Responsibilities
- Lead a global team of approximately 7 IT Product Specialists, fostering accountability, professional development, and execution excellence.
- Direct client-facing IT implementations from kickoff through go-live, ensuring milestones are met and product adoption is maximized.
- Identify and mitigate implementation risks; serve as an escalation point for complex client implementations and technical issues.
- Collaborate with Sales, Technical Account Management, Support, Product, and Engineering to improve the customer journey and product functionality.
- Monitor performance metrics, optimize KPIs, and improve implementation playbooks and frameworks for simplicity and efficiency.
Requirements
- 2+ years of direct people-management experience in a customer-facing organization such as Professional Services, Customer Implementation, or Technical Client Support.
- 5+ years of overall experience in customer onboarding or software implementation.
- Experience managing external customer relationships and project timelines.
- Foundational knowledge of corporate IT environments, including MDM, identity provisioning, SSO, SAML/OIDC, zero-touch deployment, and endpoint lifecycle management.
- Familiarity with Google Workspace, Azure AD, and Okta.
- Experience developing, tracking, and optimizing operational metrics, team capacity, and project timelines.
- Ability to coach teams through complex customer environments and technical issues.
- Self-directed, action-oriented, and comfortable working in ambiguity and fast-paced environments.
Compensation and Benefits
- Competitive salary, benefits, and equity.
- US-based salary varies by location and candidate factors.
Skills
MDM, Identity Provisioning, SSO, SAML, OIDC, Zero-Touch Deployment, Endpoint Lifecycle Management, Google Workspace, Azure Ad, Okta, Project Management, Operational Metrics
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