Responsibilities
- Own the full implementation lifecycle — from requirements gathering and solution design through configuration, integration, data migration, testing, and post-launch review — on complex, multi-workstream, or enterprise-scope projects
- Design implementation solutions that translate complex customer business requirements into technically sound, scalable system configurations — thinking beyond the immediate setup to the customer's long-term workflow needs
- Manage multi-stakeholder customer environments with confidence — navigating competing priorities, evolving requirements, and organizational complexity while maintaining project momentum and customer trust
- Manage timeline risk proactively — identifying delays, blockers, or scope changes early and addressing them with a structured response rather than allowing them to compound
- Handle post-launch stabilization and early adoption challenges as part of the implementation engagement — ensuring customers reach defined value milestones before formal handoff to Customer Success
- Lead technical solution design for complex implementations — including multi-system integrations, advanced data mapping, workflow automation, and custom configurations that require reasoning across the customer's full technology stack
- Maintain expert-level knowledge of all supported platforms, integration patterns, and configuration options — including edge cases, advanced features, and the technical boundaries where custom solutions may be required
- Evaluate the technical feasibility of customer requirements and communicate trade-offs clearly — providing honest, well-reasoned guidance on what is achievable within scope and what requires a different approach
- Independently author and maintain implementation playbooks, configuration guides, data migration templates, integration documentation, and post-launch readiness checklists for use across the implementation team
- Build and maintain trusted relationships with senior customer stakeholders — including IT leaders, operations directors, and executive sponsors — with the credibility and communication quality those relationships require
- Partner with Product and Engineering on feature feedback, integration gap analysis, and release impact assessment — contributing the implementation team's structured perspective on how product decisions affect customer onboarding outcomes
- Collaborate with Customer Success on implementation-to-CS handoffs — ensuring CS teams inherit a complete picture of the customer's configuration, known issues, success criteria, and adoption readiness
Requirements
- 5+ years of experience in implementation, onboarding, or customer success roles in a SaaS or technology environment
- Demonstrated track record of independently owning and delivering complex, multi-workstream SaaS implementations — with consistent on-time delivery and high customer satisfaction
- Strong technical depth — able to design and troubleshoot multi-system integrations, data migrations, and advanced configurations without requiring escalation for standard technical complexity
- Experience authoring and maintaining implementation documentation — playbooks, configuration guides, data migration templates, integration specs, or onboarding frameworks
- History of acting as an informal peer resource — guiding IS 1 colleagues through technically complex or scope-ambiguous situations with specific, transferable advice
- Demonstrated ability to manage senior customer stakeholders — including executive sponsors and technical leads — through complex, long-running implementations
- Proficiency in project management tools (Asana, Jira, Monday.com) and integration platforms (Salesforce, HubSpot, NetSuite) with hands-on configuration experience
- Strong written and verbal communication skills — able to lead customer governance conversations, produce executive-quality project documentation, and translate technical decisions into business language
- Demonstrated ability to identify recurring implementation patterns and convert them into process or documentation improvements
Nice to Have
- Experience leading enterprise or multi-product SaaS implementations — including complex data migrations, multi-system API integrations, and phased rollout coordination
- Background contributing to or leading implementation framework development — playbook design, configuration standards, or onboarding process optimization
- Experience collaborating directly with Product or Engineering teams on gap analysis, feature feedback, or pre-sales feasibility assessment
- Demonstrated ability to identify systemic implementation failure patterns and translate them into scalable process improvements or documentation
- Familiarity with implementation quality frameworks — project health scoring, milestone review standards, or post-launch readiness assessment
- Experience contributing to pre-sales scoping — providing implementation feasibility guidance, timeline estimates, and risk flags before contracts are signed
- Certifications in project management, implementation methodology, or technical platforms (PMP, CSM, Salesforce, HubSpot, or equivalent) are a plus
