Implementation Manager

About The Role

The implementation manager helps to manage the end-to-end training and implementation that enable Moab to onboard new customers. As part of the implementation team, we're looking for an individual to help lead training, implementing and on the ground customer success for new customers.

As an implementation manager at an early stage start-up, you will have to balance speed vs process while supporting extremely aggressive goals related to growth and efficiency. This is the type of role where you'll consistently have to do the job of someone two levels above you (e.g., meet with a CEO of a large business) and two levels below you (e.g., respond to customer support tickets). This role rewards do-ers.

What You'll Do

• You'll design virtual and in-person training for new customers of Moab.
• You'll travel 10-50% of the time depending on the month.
• You'll oversee and facilitate new customer user training and support through the implementation lifecycle.
• You'll manage implementations in varying phases concurrently.
• You'll create training and implementation plans for customers including what sessions are virtual and in-person and align with the customer on scheduling.
• You'll cultivate relationships with these customers and manage expectations.
• You'll accurately assess risk and adjust the project plan with minimal impact to go-live timing.
• You'll work directly with Moab's founding team to help solve some of the businesses top priorities.
• You'll lead cross-functional efforts, building project roadmaps, getting alignment from different parties, and working through roadblocks as they come up, owning the end-to-end implementation of a given initiative.
• You'll pinch hit where necessary, filling in critical gaps to ensure the business can run smoothly.
• You'll identify consistent pain points and develop and iterate on processes to help the company solve issues over time.
• You'll communicate across teams, bridging different parts of the organization to achieve cross-functional outcomes.
• You'll deepen client engagements through strategic interactions, serving as an advisor and advocate for key stakeholders, driving advocacy, organic growth, and referrals.

What You Need

Nice To Haves