Implementation Manager

Remote (United States)

Job Details

Department: Customer Success

Time Zone Preference: Candidates located in Central or Pacific Time are preferred.

Salary: $65,000 - $90,000 per year, depending on experience

About the Role

The Implementation Manager plays a key role in the post-sale customer journey by guiding new customers through the complete implementation process. As one of the first points of contact for new users, this position helps establish a positive customer experience from the beginning.

The Implementation Manager will lead customers through data integration, data migration, system configuration, and initial administrator training. The goal is to provide an efficient and thorough implementation process that prepares customers for long-term success with the platform.

This opportunity is well suited for a detail-oriented, customer-focused professional who can manage multiple implementations in a fast-paced environment, solve challenging problems, and contribute actively to the continued development of a high-performing implementation department.

What You’ll Do

Customer Implementation

• Manage and successfully complete implementations for multiple assigned customers and accounts.
• Guide customers through data integration, data migration, system configuration, and initial administrator training.
• Maintain high customer satisfaction while delivering accurate and timely implementations.
• Ensure each customer is fully established on the platform before transitioning the account to the Customer Support team for ongoing assistance throughout the remainder of the customer lifecycle.
• Provide additional customer training when needed.

Project and Process Management

• Manage multiple implementation projects that may be in different phases at the same time.
• Maintain accurate and current CRM records related to implementation status, deliverables, milestones, and timelines.
• Use internal implementation tools to manage documentation, training resources, performance metrics, and project progress.
• Complete implementation activities according to established timelines while maintaining accuracy and attention to detail.

Troubleshooting and Customer Support

• Troubleshoot issues that arise during the implementation process and work toward timely, accurate resolutions.
• Escalate technical or operational issues to the appropriate internal teams when necessary.
• Provide backup support for the customer support desk during periods of high customer volume.

Documentation and Team Development

• Create, maintain, and update implementation and customer training documentation as needed.
• Share implementation best practices, useful tips, and process recommendations with team members.
• Participate in coaching and continuous improvement initiatives designed to build a best-in-class implementation department.
• Contribute actively to a collaborative environment focused on solving meaningful customer problems.

Qualifications

• At least two years of experience with a proven record of success managing customer implementations within an education technology company, school, or school district.
• Bachelor’s degree or higher from an accredited college or university preferred.
• Excellent project management and time management skills.
• Ability to manage multiple projects simultaneously while keeping each project organized across different implementation phases.
• Extensive experience using technology platforms and internal tools to support customer implementations, such as HubSpot, Jira, and Zendesk.
• Familiarity with SFTP and APIs for collecting, transferring, or integrating customer data.
• Excellent written, verbal, presentation, interpersonal, and customer communication skills.
• Strong customer service orientation and a commitment to delivering an exceptional customer experience.
• Strong work ethic, attention to detail, and problem-solving ability.
• Ability to work effectively and independently in a fully remote environment.
• Ability to collaborate successfully with implementation, customer support, technical, and other internal teams.
• Ability to perform effectively in a fast-paced environment while managing changing priorities and challenging customer needs.
• Interest in supporting schools, educators, families, and students through improved communication technology.

Benefits

• Employer-paid health insurance, including dependent coverage.
• Employer-matched 401(k) retirement savings plan beginning on the first day of employment.
• Paid parental leave.
• Stock options.
• Health and wellness reimbursements.
• Paid time off that increases with each year of employment.
• Fifteen paid holidays, including the employee’s birthday.
• Company-provided tools and equipment needed to create a productive home office.
• The opportunity to grow professionally as the organization continues to expand.
• A fully remote work environment that supports work-life balance.