- Company Name
- Glimpse
- Job Title
- Implementation Manager (Onboarding & Delivery)
- Job Description
-
Job title: Implementation Manager (Onboarding & Delivery)
Role Summary: Own end‑to‑end customer onboarding for SMB to Enterprise clients, ensuring rapid delivery of initial value and seamless handoff to support teams. Serve as the primary stakeholder liaison, project manager, and process owner across cross‑functional groups.
Expactations:
- Deliver customer onboarding on schedule and within scope.
- Build and maintain strong executive‑level customer relationships.
- Drive continuous improvement of onboarding processes and documentation.
- Operate independently in ambiguous, fast‑moving environments.
Key Responsibilities:
- Lead kickoff, discovery, success‑criteria setting, milestone tracking, and go‑live planning.
- Serve as the single point of contact for all onboarding stakeholders; conduct status calls and set expectations.
- Identify and unblock technical, data, or process blockers, coordinating resolution across product, engineering, and ops.
- Translate complex customer workflows into clear, actionable requirements for internal teams.
- Manage project timelines, risks, dependencies, and stakeholder alignment across multiple concurrent accounts.
- Diagnose data flows, integrations, and workflow issues, coordinating fixes and preventing recurrence.
- Continuously improve templates, checklists, and playbooks; capture patterns for product/process enhancements.
- Partner with CS, Product, Engineering, and Ops to ensure smooth delivery and clean post‑launch handoff.
Required Skills:
- 3+ years in implementation, customer success, consulting, services, operations, or similar roles.
- Proven ability to lead cross‑functional, complex projects with multiple stakeholders.
- Strong customer‑facing presence with executive‑level communication skills.
- Technical‑leaning operational thinker: comfortable discussing integrations, data formats, and workflow diagnostics.
- Self‑starter who thrives without formal structure, creates processes, and iterates quickly.
- Excellent written and verbal communication; concise updates and strong follow‑through.
- Highly organized, detail‑oriented, and accountable.
- Adaptability to multitask across multiple accounts while diving deep to resolve critical issues.
Required Education & Certifications:
- Bachelor’s degree in Business, Information Systems, Engineering, or related field (or equivalent experience).
- No mandatory certifications, but PMP, Scrum, or similar project‑management credentials are a plus.