Implementation Manager

Position Overview

We are looking for an Implementation Manager to lead the entire onboarding process for our clients — from initial kickoff to go-live. This is a hybrid role that combines strategic leadership with hands-on execution. You’ll coordinate with internal teams (Product, Engineering, Solutions) while acting as the main point of contact for the client, ensuring each implementation is delivered on time, within scope, and with high satisfaction. You’ll be expected to jump in and handle tasks such as configuration, testing, and documentation when needed.

Key Responsibilities

• Client Relationship Management: Own the onboarding experience from contract signing to post-launch. Lead kickoffs, clarify client goals and success metrics, and maintain clear, consistent communication throughout the process.
• Project Planning & Execution: Build and manage detailed implementation plans with clear milestones, owners, and timelines &Track tasks using project management tools to ensure progress stays on target.
• Cross-Functional Coordination: Align the work of Client Product Specialists, Solutions Engineers, Product Managers, and Tech Leads to ensure responsibility, alignment, and timely execution.
• Communication & Documentation: Send structured weekly updates to clients. Prepare presentations, diagrams, and written materials that help both technical and non-technical stakeholders understand the process and decisions.
• Risk Management & Escalation: Proactively identify risks or blockers, resolve them directly when possible, or escalate appropriately. Maintain an up-to-date risk log with mitigation plans.
• Feature Delivery Oversight: Translate client requirements into clear tickets, track feature development, validate deliverables before sharing with the client, and communicate any deviations or limitations clearly.
• Go-Live & Transition: Prepare the final go-live checklist, coordinate launch activities, verify production readiness, and lead the handoff to post-implementation support teams.
• Hands-On Execution: Execute key tasks directly when no specialist is assigned (e.g., low-code configuration, testing, visual documentation), ensuring implementation success with autonomy.

Essential Qualifications

• Strong ability to manage projects and multi-stream task execution
• Excellent verbal and written communication skills
• Experience leading client-facing technical implementations
• Familiarity with low-code/no-code platforms and system configuration
• Proficiency with tools like Linear, Google Docs
• Ability to coordinate across technical and business teams
• Analytical mindset and proactive problem-solving skills

What We Value

• Ownership mindset and a bias for action
• Comfort operating in ambiguity and complex scenarios
• Experience in fintech or SaaS implementation
• Strong attention to detail and high standards for quality
• Collaborative attitude and willingness to dive into technical work when needed
• Ability to explain technical concepts in a simple, accessible way