Technical Implementation Manager

Responsibilities

Customer Enablement & Onboarding

• Support end-to-end onboarding and implementation for assigned customers using established discovery frameworks, templates, and project plans.
• Translate functional and technical requirements into ClickUp solutions for standard use cases, with guidance from senior Technical Account Managers when needed.
• Guide customers through setup, integrations, and change-management fundamentals, escalating complex scenarios appropriately.
• Use AI-assisted workflows to prepare for discovery, summarize implementation decisions, and improve customer follow-up.

Account Health Management

• Monitor utilization, feature adoption, and stakeholder engagement across an assigned book of business.
• Execute standard adoption plays and account-review cadences.
• Identify risks early and partner with senior Technical Account Managers and account teams on recovery plans.
• Run recurring customer meetings, share usage summaries and recommended next steps, and capture follow-ups.
• Connect AI adoption, automation usage, and workflow improvements to measurable customer outcomes.

Workflow Mapping

• Conduct Intake → Execution → Reporting cycles for core customer workflows using established guides and templates.
• Recommend optimizations based on documented best practices and apply workflow templates.
• Maintain documentation of customer workflows, data models, and configuration decisions.
• Use AI to analyze repetitive workflow patterns and identify process friction, validating outputs before customer use.

AI Enablement & Agent Deployment

• Support adoption of ClickUp AI by configuring and testing standard AI workflows and automations.
• Provide training and consultation on existing AI and automation patterns, escalating novel or complex use cases.
• Track and report AI usage and credit consumption against plan.
• Evaluate AI-generated outputs for accuracy, usefulness, and business relevance.
• Help customers use AI to reduce manual work, improve reporting, and accelerate repeatable workflows.

Customer Success & Expansion

• Serve as the technical partner for assigned accounts and connect usage to business value.
• Identify expansion signals and pass qualified leads and insights to the account team.
• Collaborate with Sales and Customer Success on renewals, expansions, and AI upsells.

Cross-Functional Collaboration

• Partner with account teams, Product, and Services to align delivery and customer success.
• Share customer feedback using clear problem statements and reproducible examples.
• Collaborate with senior Technical Account Managers and internal stakeholders on complex initiatives.

Requirements & Competencies

• Solid understanding of platform capabilities, automation logic, integrations, and AI agent functionality.
• Ability to learn and adopt new features and solution patterns quickly.
• Experience using generative AI, prompt design, and automation frameworks in customer-facing work.
• Ability to implement standard AI use cases and identify when senior support is needed.
• Strong consultative discovery and workflow-analysis skills.
• Strong project and time-management skills across multiple accounts and workstreams.
• Comfortable using dashboards and metrics to communicate account health, adoption, and ROI.
• Strong communication, executive presence, expectation-setting, and follow-through.
• Ability to build trust with customer stakeholders through reliable execution.