Implementation Manager III

The Role

Key Responsibilities

Milestone-Gated Project Execution

• Own the full onboarding lifecycle across a defined journey: Sales Handoff → Kickoff → Success Plan → Configuration & Channel Setup → Training → Launch → Time to Value & CSM Handoff.
• Enforce hard readiness gates at each milestone; document blockers, reschedule as needed, and communicate go/no-go decisions clearly.
• Manage 10–40 concurrent implementations with varying timelines, tiers, and complexity without dropping threads.

Sales Handoff Intake & Quality Assessment

• Evaluate inbound handoffs against a structured readiness checklist; identify gaps in data, expectations, or solution fit before scheduling kickoff.
• Provide feedback on handoff quality and partner with Sales leadership on pattern issues and enablement opportunities.

Technical Validation & Platform Configuration

• Provision and stage accounts and selling channels through defined CRM workflows; troubleshoot provisioning errors methodically.
• Validate critical integrations and configurations using documented test protocols (e.g., data feeds, inventory/warehouse mapping, domain/DNS, payment processing flows).
• Perform pre-launch QA to confirm operational readiness across all configured modules and workflows.

Strategic Customer Engagement & Success Planning

• Lead a working-session Success Plan that defines measurable outcomes (e.g., revenue, order volume, operational KPIs), first-value milestones, owners, and dates.
• Translate high-level goals into time-bound targets and surface risks with clear mitigation plans.

Customer Training & Enablement

• Deliver structured training that prepares customer teams to operate independently: order processing, refunds/cancellations, fulfillment, and reporting basics.
• Run live test transactions to validate end-to-end readiness and build operator confidence.

Structured Communication & Accountability

• Run every call from a defined agenda; open with goals, close with read-back of action items, owners, due dates, and the next meeting on the calendar.
• Send timely recap communications and validate “homework” completion with objective evidence before advancing milestones.

Cross-Functional Coordination & Handoffs

• Coordinate with internal technical, design/creative, and go-to-market teams to sequence work and resolve blockers.
• Execute a thorough CSM handoff: document goals, risks, open items, and establish continuity with the customer.

Systems & Documentation

• Maintain accurate, real-time records in Salesforce (or similar CRM) and in the customer success platform for journey progress, action items, and risk tracking.
• Document decisions and status in the system of record — not in personal notes — ensuring visibility and continuity.

Who You Are

• Gate Enforcer: You protect the process by upholding readiness criteria without harming the relationship.
• Structured Operator: You execute from playbooks, agendas, templates, and consistent documentation.
• Technical Problem-Solver: You can follow runbooks to diagnose integration/configuration issues and know when and how to escalate.
• Customer Translator: You make complex concepts simple and confirm understanding throughout.
• Accountability Driver: You assign owners, set due dates, and validate completion with evidence.
• Portfolio Manager: You comfortably manage dozens of concurrent projects with clarity on status and next steps.
• Risk Spotter: You identify churn signals early and propose concrete mitigations.

Requirements

• 3+ years in Implementation Management, Technical Onboarding, or Project Management within SaaS or eCommerce environments.
• Proven ability to manage 10+ concurrent client implementations with cross-functional stakeholders.
• Experience enforcing quality gates/readiness checkpoints and making clear go/no-go calls.
• Hands-on proficiency with CRM tools (Salesforce preferred) for account staging and implementation tracking.
• Experience with customer success platforms (e.g., ChurnZero, Gainsight, Totango) for journey and task management.
• Ability to validate technical configurations and integrations via documented test plans (e.g., data feeds, payments, domains, or similar).
• Exceptional written and verbal communication; adept at structured recap emails and milestone communications.
• High school diploma or equivalent required; Bachelor’s degree preferred.

Preferred Qualifications

• Automotive industry or dealership operations exposure.
• eCommerce platform implementation or site configuration experience.
• Familiarity with inventory systems or marketplace/channel concepts.
• Basic web administration (DNS/domain), website design collaboration, or CMS/theming experience.
• Training/teaching experience for non-technical users.
• SaaS experience and comfort with API-driven ecosystems.

Performance Measures

• On-time milestone progression and launch rate across portfolio.
• Quality of handoffs (Sales→Implementation and Implementation→CSM) and documentation completeness.
• Time to First Value (e.g., first completed orders) against success plan targets.
• Customer satisfaction with onboarding experience and training effectiveness.
• Adherence to process (templates, agendas, recap standards) and data hygiene in systems of record.

• Using AI tools responsibly to accelerate research, analysis, documentation, and problem-solving
• Exercising strong judgment around data privacy, accuracy, and ethical use
• Continuously learning and adapting as AI capabilities evolve