Implementation Manager

What You’ll Do

• Lead end-to-end implementations, owning project management, stakeholder communication, and client accountability from kickoff through go-live.
• Gather and document client business requirements and translate them into clear technical specifications that achieve customer goals through product expertise and best practices.
• Configure and iterate on prompting and workflows to drive call handling quality, conversion rates, and revenue impact.
• Partner with Product and Engineering to stay current on new features and build repeatable implementation playbooks and scalable success frameworks.
• Design and deliver tailored training and education on Avoca products to drive client proficiency and product adoption.
• Lead testing efforts including configuration QA, client testing coordination, and issue triage and resolution to ensure high-quality deployments.
• Provide go-live support by coordinating launch activities, monitoring production volume, and transitioning clients to post-launch teams seamlessly.
• Advocate for product improvements that matter most to implementation clients.

What You'll Bring

• 2-5 years working at B2B startups in software implementation, technical account management, solutions architecture, or technical customer success, or more than 4 years of overall experience.
• Demonstrated fluency with APIs, webhooks, and integration patterns, including the ability to read and discuss payloads, auth models, and error handling.
• Experience configuring prompting, workflow logic, and system integrations in AI, SaaS, or enterprise software contexts.
• Strong project management skills with experience managing multiple concurrent software delivery projects for B2B clients.
• Clear, direct communicator who can simplify complexity for both technical and non-technical audiences.
• Self-motivated and comfortable operating in fast-moving, high-growth environments, with a track record of owning processes end-to-end.

Who You Are

• Self-motivated, entrepreneurial, and comfortable operating in fast-moving, high-growth environments.
• Thrives on owning processes end-to-end and balancing multiple initiatives simultaneously.
• Autonomous, self-directed, and comfortable working with ambiguity.
• A proactive and effective communicator.
• Collaborative, organized, and efficient.
• Eager to work in person at our NYC office full-time.

Benefits

• Comprehensive medical, dental, and vision insurance
• Company-sponsored 401(k) through Vestwell
• Flexible PTO plus U.S. federal holidays
• Company-wide off-sites
• Daily in-office lunch through Parkday
• Dinner covered when working late
• Commuter benefits and late-night rideshare
• Standing desks and workspace accommodations available on request
• All core tools and software provided