About the Role
Lead and scale the customer implementation function, managing a team responsible for onboarding, deployment, and post-launch support across diverse client segments.
Responsibilities
- Direct the full lifecycle of customer implementation projects from kickoff to handoff
- Build and manage a high-performing team of implementation specialists
- Develop standardized processes to improve efficiency and consistency across deployments
- Collaborate with product and engineering teams to align client needs with technical capabilities
- Identify and resolve roadblocks during implementation to maintain project timelines
- Establish key performance indicators to measure team and project success
- Serve as primary escalation point for complex client deployment challenges
- Work closely with sales to ensure smooth transition from contract to execution
- Ensure all implementations meet defined quality, security, and compliance standards
- Train and mentor team members to enhance technical and client-facing skills
- Gather client feedback to inform product improvements and service enhancements
- Manage resource allocation across concurrent implementation projects
- Maintain documentation for implementation workflows and best practices
- Drive continuous improvement initiatives within the implementation function
- Coordinate with customer success to ensure long-term client retention
- Lead client status meetings and executive check-ins as needed
- Translate technical requirements into clear action plans for non-technical stakeholders
- Oversee data migration, system configuration, and integration tasks
- Ensure alignment with client business goals throughout deployment
- Develop onboarding materials and training programs for new clients
- Monitor project budgets and timelines to ensure adherence
- Advocate for client needs within internal roadmap discussions
- Scale operational infrastructure to support growing customer base
- Maintain a client-centric approach across all implementation phases
- Report progress and risks to senior leadership regularly
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with flexibility for remote and in-office collaboration
Team
Cross-functional team environment focused on scaling product delivery and customer success
Why This Role Matters
This position plays a critical role in shaping how clients experience the platform, directly influencing retention, scalability, and product evolution through real-world feedback.
Growth Opportunity
As the organization expands, this leader will evolve the implementation function from a hands-on model to a scalable, process-driven team with national reach.
Not specified
