Implementation Manager, Invoca

• 2+ years of experience in a customer-facing, project management, or implementation role for a SaaS or technology company
• Proven ability to manage multiple customer projects with strong prioritization and time management skills
• Deep product expertise and the ability to translate complex technical concepts for both technical and non-technical audiences
• Strong interpersonal and communication skills, capable of discussing both technical details and business strategy
• Ability to follow structured processes while adapting to customer needs and business objectives
• Strong analytical skills with a data-driven approach to decision-making
• Ability to think critically, solve complex problems, and work well under pressure
• Experience with CRM and project management tools (e.g., Salesforce, Jira)

Desirable

• Implementation is an essential differentiator for Invoca and a critical time in the customer journey
• As an Implementation Manager, you will lead the successful deployment of Invoca's industry-leading Call Tracking and Analytics solution across a portfolio of customers
• Reporting to the Senior Manager, Implementation, you will manage projects spanning four customer segments, ensuring a seamless onboarding experience that drives product adoption and long-term success
• This role requires strong project management, product expertise, and communication skills to effectively guide customers through technical implementations while balancing multiple engagements
• You will play a key role in delivering exceptional business value by optimizing onboarding processes, developing best practices, and collaborating cross-functionally to support customers in achieving their goals with Invoca
• As a strategic thinker and problem solver, you will contribute to the continuous improvement of the implementation function and help scale processes to meet the evolving needs of a growing SaaS organization
• Project & Portfolio Management: Oversee a portfolio of customer implementation projects, ensuring timely completion and successful execution
• Customer Engagement: Collaborate with customers to understand business objectives and tailor implementation strategies to their needs
• Product Expertise & Training: Become an expert on the Invoca platform, training customers on core functionalities, integrations, APIs, and webhooks
• Technical Implementation Support: Assist customers in deploying Invoca’s JavaScript, integrating with MarTech platforms, and optimizing workflows
• Process Optimization: Identify and implement best practices to enhance efficiency, scalability, and customer experience
• Stakeholder Collaboration: Partner with Sales, Sales Engineering, Product and Customer Success to ensure smooth handoffs and consistent customer communication
• Issue Resolution & Risk Mitigation: Quickly identify potential issues, escalate as necessary, and proactively resolve challenges to ensure a positive onboarding experience
• Customer Advocacy: Gather insights from onboarding experiences to advocate for feature enhancements and inform product development
• Tracking & Reporting: Maintain accurate project records, track milestones, risk and ensure adherence to implementation Service Level Objectives using project management and CRM tools