Technical Implementation Manager

Role Overview

• Own the end-to-end customer onboarding lifecycle for Federal customers, from professional services kickoff through production go-live and transition to steady-state operations.
• Lead FedRAMP-aligned onboarding engagements, ensuring customer environments meet security, compliance, monitoring, incident response, and operational readiness requirements.
• Serve as the primary coordinator across Engineering, SRE, NOC, SOC, Security, and Compliance teams during customer onboarding.
• Drive onboarding meeting cadence with a clear, compliance-aware agenda—ensuring alignment, decision-making, and accountability.
• Manage detailed, multi-workstream project plans covering security controls, system integrations, access models, logging, monitoring, alerting, and incident response readiness.
• Proactively identify risks related to FedRAMP controls, operational gaps, or service readiness, escalating issues and driving mitigation plans.
• Act as a trusted technical and operational advisor to customers, helping them understand Knox’s Federal operating model, shared responsibility boundaries, and production expectations.
• Coordinate external stakeholders for technical deep dives, runbook reviews, security workflows, and go-live readiness assessments.
• Ensure all onboarding artifacts are complete and auditable, including documentation, meeting notes, action logs, and operational handoff materials.
• Ensure customer environments are fully integrated into Knox’s SRE, NOC, and SOC workflows, including monitoring, alerting, escalation, and incident response.
• Validate that customers understand and align with operational SLAs, incident management processes, and change management expectations.
• Support smooth transitions from onboarding to steady-state operations, ensuring no loss of context or accountability between teams.
• Serve as the connective tissue between implementation, operations, and customer success.

Requirements

• 4+ years of experience managing complex technical implementations in regulated or compliance-driven environments.
• Direct experience supporting or onboarding customers into FedRAMP-authorized, government, or highly regulated cloud environments.
• Strong background working with or alongside SRE, NOC, or SOC teams, including familiarity with incident management, monitoring, and operational readiness.
• Proven ability to manage multi-threaded programs with customer-facing responsibilities and high operational stakes.
• Solid understanding of cloud platforms (AWS, Azure, or GCP) and production SaaS environments.
• Ability to translate compliance, security, and operational requirements into clear project plans and deliverables.
• Excellent communication skills, with the ability to engage executives, engineers, security teams, and compliance stakeholders.
• Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent experience

Tech Stack

• AWS
• Azure
• Cloud
• Google Cloud Platform

Benefits

• Medical
• Dental
• Vision
• Life & Disability
• Unlimited PEO
• Employee funded 401k plan