Implementation Manager

Position Overview

The Implementation Manager is a critical member of our onboarding team, responsible for ensuring successful customer onboarding and deployment of Motivity's solutions. This role owns the Time to Value (TTV) metric and supports clean handoffs to the post-sale team, directly impacting customer retention and expansion. The Implementation Manager serves as the primary point of contact during onboarding, setting the foundation for long-term customer success.

Key Responsibilities

Onboarding & Deployment

• Lead end-to-end implementation process for new customers, ensuring timely and successful onboarding
• Coordinate cross-functionally with internal teams to deliver seamless onboarding experiences
• Own Time to Value (TTV) metrics and drive continuous improvement in implementation timelines

Commercial Ownership

• Support clean handoff from sales and to post-sale team, ensuring all necessary documentation and context is transferred
• Drive activities that directly support customer retention and expansion opportunities
• Identify and communicate upsell or cross-sell opportunities during the implementation phase

Relationship Management

• Establish expectations that set the tone for long-term customer success through active listening and staying present in every customer interaction
• Understand customer pain points and work to resolve issues promptly; provide solutions when presented with issues in customer meetings
• Translate customer needs effectively to internal audiences

Risk Management

• Mitigate churn risk by ensuring customers achieve early wins and value realization
• Manage escalations by pulling in appropriate resources from Motivity and customer organizations
• Navigate complex and ambiguous situations with confidence, even when immediate answers aren't available

Project Management & Documentation

• Track implementation timelines, milestones, and deliverables using CRM systems
• Maintain accurate and up-to-date project documentation throughout the implementation lifecycle
• Contribute to building out knowledge base documentation for ongoing process improvement
• Ensure all stakeholders are informed of project status and any potential risks
• Demonstrate high level of accountability for project outcomes and customer success

Training & Adoption

• Deliver engaging and effective training sessions to customers of varying technical skill levels
• Make sense of complex product features and translate them into clear, actionable guidance for customers
• Serve as a dynamic presenter with strong “classroom management” skills, fielding questions while keeping sessions on track
• Support timely responses on clinical questions related to Electronic Data Collection and ABA workflows
• Monitor adoption metrics and proactively address barriers to full platform utilization

Required Skills & Qualifications

Core Competencies

• Strong technical aptitude with curiosity for emerging technologies, particularly AI tools, and willingness to experiment with new solutions
• Strong project management skills with ability to manage multiple implementations simultaneously
• Exceptional training ability with skill in delivering engaging, effective learning experiences
• Exceptional communication skills, both written and verbal, with the ability to explain complex concepts clearly and effectively
• Active listening skills