Implementation Manager

What you get to do every day:

• Act as the primary owner of multiple concurrent customer implementations, balancing time to value with customers’ intended timelines
• Lead the customer kickoff meeting, translating pre-sales objectives into a structured implementation plan by aligning on business outcomes, success criteria, stakeholders, and mutually agreed-upon expectations
• Facilitate regular implementation working sessions with the customer, navigating customer objections when warranted
• Serve as a strategic advisor to customer stakeholders, helping translate business objectives into scalable AlertMedia programs, operational processes, and long-term success plans
• Strategize with the larger Customer Operations team to provide customers with industry-specific best practices, proven AlertMedia solutions, and emerging capabilities that support operational maturity and long-term program success
• Clearly communicate action items across internal and external teams and provide regular project updates to the customer
• Sensitively manage and interpret data, consulting on data imports and automations
• Respond to customer inquiries in a thoughtful and timely manner, displaying ownership in all interactions
• Diligently manage implementation milestones and overall project status internally in Gainsight and monday.com
• Ensure visibility for the dedicated CSM throughout implementation, leading to a seamless IM-to-CSM transition once the customer is deployed
• Actively participate in a cross-functional feedback loop with Leadership and Product Management teams to continuously improve, scale, and modernize the Strategic implementation experience, including the thoughtful adoption of AI, automation, and emerging product capabilities
• Contribute to AlertMedia’s culture, values, and vision for the future

What you bring to the role:

• 3+ years’ experience in a strategic customer-facing role as Implementation Manager / Customer Success Manager / Account Manager
• 2+ years' experience leading SaaS implementations with demonstrated project management skills and the ability to prioritize competing customer needs
• Experience navigating complex, decentralized, multi-national organizations with competing stakeholder priorities
• Proven ability to build credibility and influence stakeholders ranging from project managers and system administrators to executive sponsors and business leaders
• Thoughtful use of AI and emerging technologies to synthesize information, improve decision-making, enhance communication, and drive customer outcomes while maintaining strong judgment and customer empathy
• Proficiency in Excel is required; experience with Salesforce, Gainsight, and monday.com is preferred
• Enthusiasm for partnering cross-functionally with Customer Success, Customer Support, Technical Solutions, Sales, Marketing, Product Management, and Engineering, including Executive-level visibility
• Strong analytical, negotiation, and creative problem-solving skills
• The aptitude to learn and be coached