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Implementation Manager
Location
United States
Posted
3 days ago
Salary
$75K - $80K / year
Seniority
Senior
Job Description
Implementation Manager
12twenty
• Lead the customer implementation process from contract signature through full adoption and handoff to Customer Success. • Manage 30–40 concurrent implementation projects, each involving multiple stakeholders and varying timelines. • Design, deliver, and adjust project plans and milestone schedules to ensure engagement and momentum throughout multi-month onboarding. • Conduct live training sessions, working sessions, and executive-level updates via video conference. • Motivate and guide customers through complex technical rollouts, ensuring platform understanding and operational readiness. • Serve as the primary point of contact during implementation, navigating different personalities, org structures, and stakeholder levels. • Collaborate closely with Product, Support, and CS teams to ensure seamless internal alignment and a smooth customer journey. • Gather feedback, identify risks, and proactively address blockers to protect timelines and outcomes. • Prepare to take ownership of Alpha or strategic accounts after demonstrating strong mastery of the platform and process. • Continually surprise and delight customers with a can-do mindset and a customer-first approach.
Job Requirements
- 3–5 years of experience in SaaS onboarding, implementation, or project management (platform experience preferred over point solutions).
- Proven ability to manage multiple, multi-month implementation projects with mid-market or Fortune 100 clients.
- Experience with cloud-based platforms and the ability to quickly learn complex software ecosystems.
- Strong communication skills across all channels (Zoom, Slack, Salesforce, etc.) and with various seniority levels.
- Demonstrated ability to manage complex personalities and drive accountability without direct authority.
- High emotional intelligence, professional resilience, and a go-getter mindset.
- Exceptional organizational and project management skills with the ability to set goals, manage deadlines, and work with minimal direction.
- Experience working autonomously in a remote environment.
Benefits
- Competitive salary
- Generous PTO policy
- Full benefits, including 401(k)
- Regular team happy hours and activities
- Remote work flexibility
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