# Implementation Manager

**Company:** [AlertMedia](https://hotfix.jobs/companies/alertmedia)
**Location:** Austin, TX
**Role:** Solutions Architecture
**Experience:** 3+ years
**Skills:** Project Management, Saas Implementation, Excel, Salesforce, Gainsight, Monday.Com, AI, Stakeholder Management, Data Analysis, Cross-Functional Collaboration
**Posted:** 2026-07-07

> Implementation Manager responsible for owning customer onboarding, leading kickoffs and working sessions, translating business objectives into implementation plans, managing data imports/automations, and ensuring smooth transition to Customer Success. Requires 3+ years strategic customer-facing experience and 2+ years leading SaaS implementations.

## Job Description

## 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

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