Implementation Manager

The Role

As implementation manager, you will own outcomes, full stop. You are not ticking a box and passing off your customer you are ensuring the customer is deployed effectively and that the value Odyssey brings is transparent and that the decision to continue business with us is a no-brainer. You are the Odyssey vanguard and will embed with customers from kick-off, through go-live, and over their entire contractual lifecycle.

What You’ll Do

• Fully understand all of the elements important to the customer that may impact deployment and communicate this effectively with internal teams.
• Deploy Odyssey to our customers; ensuring successful completion of contractual requirements and go-live milestones.
• Build strong partnerships and lines of communication with both internal and external stakeholders.
• Develop deployment plans and lead these plans with State stakeholders and internal Odyssey teams, including Engineering, Product, and Support.
• Provide technical knowledge and understanding of Odyssey’s platform to various technical and non-technical stakeholders; driving deployment of technical solutions and configurations.
• Drive all customer growth and adoption, leading to successful renewal.
• Ensure we’re deploying customers in a scalable and effective way; i.e. don’t re-invent the wheel for every new customer.

About You

• You are a strong leader who can align stakeholders, build consensus, and drive action across cross-functional teams to keep complex initiatives moving forward.
• You are an excellent communicator who can translate complex customer plans into clear actionable messaging for internal and external audiences
• You have 5+ years of experience in an implementation or customer success role with hands-on experience deploying actual technology products.
• You have experience managing long-term, complex, and technical implementation cycles ranging 6+ months from start to finish.
• You thrive in an early stage SaaS startup environment where ambiguity is the norm and speed matters.
• You have strong technical acumen – you understand how to deploy technical systems and can hold your own in high-level technical discussions with the customer. You can get in the weeds with the technology when needed, and can configure technical workflows such as APIs, webhooks, etc.
• You have a high degree of empathy; ability to understand the perspective of our customers and end users to allow you to chart the path forward.
• You have an owner mindset, strong sense of accountability, and creative problem solver; you are constantly working to overcome obstacles in order to push your plan forward; you do not expect somebody else to solve your problems for you.
• You’re a team player with a positive attitude, strong work ethic, and a commitment to continuous improvement.
• You have an analytical mindset with the ability to use SQL and/or advanced excel techniques to investigate data.
• If you have experience working with government agencies, that’s a strong plus.

Additional Details

Applicants must be currently authorized to work in the United States on a full-time basis.

Odyssey benefits include Medical/Dental/Vision plan(s), health services, short term disability, unlimited PTO and more.