Implementation Manager (Onboarding & Delivery)

Responsibilities

• Lead customer onboarding end-to-end: run kickoff, discovery, success criteria, milestones, and go-live planning to drive time-to-first-value.
• Be the customer’s point person: build trust with stakeholders, run status calls, set expectations, and communicate clearly when tradeoffs arise.
• Unblock anything needed for initial value: identify blockers early, troubleshoot issues, and drive resolution across teams.
• Translate needs into requirements: distill complex customer workflows into clear, actionable requirements for technical and non-technical partners.
• Operate as the implementation project manager: manage timelines, risks, dependencies, and stakeholder alignment across multiple concurrent accounts.
• Think technically + operationally: understand data flows/integrations/workflows enough to diagnose issues, coordinate fixes, and prevent repeat problems.
• Drive continuous improvement: improve templates, checklists, and playbooks; spot patterns and turn them into process and product improvements.
• Partner with internal teams: align with CS, Product, Engineering, and Ops to ensure smooth delivery and clean handoff post-launch.

Requirements

• 3+ years of experience in Implementation, Customer Success, Consulting, Services, Investment Banking, or Ops.
• Experience in an ops/customer role at a startup (you’ve operated in ambiguity and helped build process on the go).
• Track record leading complex, cross-functional projects with multiple stakeholders.

Core Strengths

• Comfortable operating without structure: you can forge a path through complex problems without always having the full picture or a playbook.
• Strong customer presence: you can confidently lead executive-facing conversations, build credibility fast, and handle difficult moments well.
• Technical + operational thinker: you enjoy diagnosing workflow/data/integration issues and coordinating the work to fix them (no need to be an engineer).
• Adaptable and improvement-oriented: lack of process doesn’t frustrate you - you create structure, iterate, and continuously raise the bar.
• Ability to multitask across multiple accounts while knowing when to dive deep to unblock a critical issue.
• Exceptional written and verbal communication; crisp updates, clear next steps, and strong follow-through.
• Detail-oriented, organized, and accountable - you close loops.
• Technical-leaning: comfortable talking about integrations, data formats, and other technical conversations.

Nice-to-Haves

• Experience with implementation involving various file systems, data pipelines, or finance/ops workflows.
• Experience building onboarding playbooks or scaling an implementation motion from the ground up.
• Familiarity with the operations of the consumer packaged good and retail industries.
• Strong inclination towards automation and software-solutions to operational problems.

Compensation

• Competitive salary with meaningful equity
• In-person team in NYC