Implementation Manager, Aspire

• 3-5+ years of experience in customer-facing project management, technical implementation, or management consulting within the B2B SaaS industry
• Proven track record managing complex technical implementations from kickoff through go-live, ideally for B2B SaaS products with integration requirements
• Strong project management skills managing multiple concurrent projects without dropping balls, with stellar organizational skills and meticulous attention to detail
• Exceptional communication skills—both written and verbal—with the ability to translate technical concepts for non-technical audiences and navigate conversations with C-suite executives and day-to-day users alike
• Information gathering and discovery skills—you're comfortable asking clarifying questions, filling in gaps when initial information is incomplete, and ensuring you have what you need to set customers up for success
• Demonstrated escalation management skills and comfort navigating difficult conversations with grace, whether resetting timelines, managing scope, or addressing misaligned expectations
• Bias toward action and comfort operating in fast-paced, ambiguous environments with minimal oversight
• Self-starter mentality—you can learn new systems quickly, identify what needs to be done, and drive outcomes without constant supervision

Desirable

• We're looking for an Implementation Manager to own the customer onboarding journey from the handoff from Sales to platform go-live
• This role is critical to ensuring our customers have exceptional first experiences with the Aspire platform and are set up for long-term success
• You'll be the primary contact for new customer implementations, configuring the Elevate platform, setting up integrations, building workflows, and training enterprise brand teams before transitioning them to their CSM
• The ideal candidate thrives in environments where they can build structure while executing, loves turning complex implementations into smooth experiences, and gets energized by seeing customers achieve their "aha moment" when they realize the platform's potential
• End-to-End Project Ownership: Manage a portfolio of concurrent projects, overseeing all project deliverables, proactively identifying and mitigating risks, and building and tracking timelines to ensure on-time, in-scope, and under-budget delivery for all client implementations
• Cross-Functional Collaboration & Alignment: Serve as the primary project escalation point of contact and ensure seamless alignment across all internal and external teams. Collaborate closely with Sales, Engineering, Support, and Customer Success Managers to guarantee a smooth and successful customer experience from kick-off to go-live, and contribute to our partner ecosystem by enabling and co-delivering with implementation partners
• Operational Scale & Autonomy: Drive continuous improvement by enhancing project management and delivery operations processes, contributing to best practices for scale, and operating effectively and independently in a fast-paced, often ambiguous environment with minimal oversight