Implementation Manager

About the Role:

This individual contributor role requires strong project management, product expertise, and communication skills to effectively guide customers through technical implementations while balancing multiple engagements. This role supports teams in the US and the UK. 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.

You Will

• 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.
• Global Market Alignment: Maintain an early-morning Eastern Time (ET) schedule to provide direct implementation oversight and real-time consultation for UK and European customers.
• Agentic AI Exposure: Lead the deployment of Agentic AI workflows, ensuring autonomous agents are properly integrated into the customer’s broader MarTech ecosystem.

You Have:

• 2+ years of experience in a customer-facing, project management, or implementation role for a SaaS or technology company.
• Regional Availability: Residency in the Eastern Time Zone with a consistent ability to start the workday during early morning hours to support international accounts.
• Proven ability to manage multiple customer projects with strong prioritization and time management skills.
• Professional experience or deep familiarity with implementing Agentic AI