Implementation Manager, 12Twenty

• 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

Desirable

• We are looking for an Implementation Manager to join our growing CX team
• The ideal candidate is a proactive, solution-oriented professional with experience managing complex software implementations for mid-market to light enterprise clients
• This is an individual contributor role and does not include people management responsibilities
• This role is perfect for someone who thrives in high-touch, high-value customer environments, can manage diverse personalities, and is motivated by driving successful, long-term adoption of a mission-critical platform
• 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
• Team Values:
• Communication: Ask questions, offer clarity, operate with transparency and empathy
• Collaboration: Work cross-functionally to find the best path forward
• Continuous Improvement: Seek growth in both process and product