Implementation Manager

Role Overview

• 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.

Requirements

• 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 frameworks, autonomous agents, or LLM-driven automation.
• Deep product expertise and the ability to translate complex technical concepts for both technical and non-technical audiences.
• Strong interpersonal and communication skills, capable of discussing both technical details and business strategy.
• Ability to follow structured processes while adapting to customer needs and business objectives.
• Strong analytical skills with a data-driven approach to decision-making.
• Ability to think critically, solve complex problems, and work well under pressure.
• Experience with CRM and project management tools (e.g., Salesforce, Jira).

Benefits

• Flexible Time Off – We encourage a healthy work-life balance. Our flexible paid time off policy allows you to recharge and take time away as needed.
• Paid Holidays – Invoca provides 20 U.S. paid holidays, including a winter break, giving you ample opportunity to refresh and spend time with friends and family.
• Health Benefits – Our healthcare program includes medical, dental, and vision coverage, with multiple plan options to choose what works best for you and your family. Fertility assistance is also included.
• Retirement – Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
• Stock Options – All employees are invited to share in Invoca’s success through stock options.
• Mental Health Program – Well-being support on a broad range of issues is available through our SpringHealth program.
• Paid Family Leave – Up to 12 weeks of 100% paid leave is provided for baby bonding, adoption, and caring for family members.
• Paid Medical Leave – Up to 12 weeks of 100% paid leave is provided for childbirth and medical needs.
• InVacation – As a thank-you to our long-term team members, we offer a bonus after 7 years of service.
• Wellness Subsidy – We provide a subsidy that can be applied toward gym memberships, fitness classes, and more.