Sr. Implementation Manager

Senior Implementation Manager

Key Responsibilities

• Own and drive end-to-end implementation projects

  for enterprise clients, from kickoff to full go-live.
• Lead

  migration projects from competitor platforms

  , ensuring smooth data, audience, and campaign transfers.
• Serve as a

  strategic partner to customers

  , helping them translate their business goals into actionable onboarding plans.
• Define and track

  delivery metrics

  like Time to First Go-Live, Full Go-Live, Customer Happiness Score, and others required by internal KPIs.
• Conduct periodic meetings, provide regular progress updates, and

  manage customer expectations

  throughout the onboarding lifecycle.

• Collaborate with Product and Engineering teams

  on feature enablement, integration, and technical problem-solving.
• Proactively identify risks and issues, and manage resolutions to maintain project timelines and customer satisfaction.

• Mentor and support junior IMs

  and act as a subject matter expert in key implementation workflows.
• Contribute to the

  standardization of implementation processes

  and creation of documentation/templates.
• Gather and relay customer feedback to help improve onboarding and product experience.

Requirements

• 7+ years of experience in Implementation Management, Professional Services, or Customer Success

  , preferably in SaaS or MarTech.
• Proven success leading

  complex customer onboarding projects

  , especially data-driven or API-heavy platforms.
• Strong

  stakeholder management and communication skills

  , with the ability to influence senior customer and internal stakeholders.
• Experience with

  project management tools

  like Rocketlane or Jira.
• Ability to juggle multiple priorities and deliver in a fast-paced, high-growth environment.
• Solid understanding of

  marketing automation, CRM ecosystems, and campaign orchestration

  .

• Data-savvy and technically inclined

  able to understand API documentation, data mapping, and integration requirements.
• Familiarity with

  customer engagement KPIs, marketing lifecycle metrics, and onboarding benchmarks

  .
• Individual contribution role, but a team player who thrives on collaboration, accountability, and continuous improvement.

Preferred Qualifications

• Experience with customer journey orchestration tools, push/email/SMS marketing tools, or analytics platforms.
• Hands-on experience using

  MoEngage

  (either in a previous role or as a client) is a major plus.

• PMP, CSM

  , or other project management certifications are advantageous.

What You'll Get

• A fast-paced, collaborative, and transparent work culture.
• Opportunity to work with global enterprise clients.
• Freedom to innovate and lead strategic initiatives.
• Competitive compensation and benefits package.
• Work with some of the best minds in the industry.