Technical Implementation Manager

Description

Empathy is transforming the way families navigate life’s most difficult times - from the loss of a loved one to other major life transitions. By combining technology with compassionate human care, we bring clarity, comfort, and peace of mind when it matters most.

We partner with leading employers, insurers, and financial institutions to deliver meaningful, human-centric support at scale. Today, Empathy supports over 45 million people across North America.

Backed by top-tier investors including General Catalyst, Index Ventures, Adams Street, Aleph and Entreé Capital. we’ve raised over $160 million to date, including a $72 million Series C, to expand our impact and scale our mission worldwide.

In this role you will

The Technical Implementation Manager serves as the primary technical partner for US clients, guiding them on platform setup, integrations, and customizations. Acting as the face of technical client success in client conversations, this role closely partners with Product and Tech teams to translate client needs into feasible solutions. The Technical Implementation Manager also supports the Client Success team with reporting, process improvements, and operational guidance to optimize outcomes.

• Serve as the main technical contact for US clients, providing guidance on product capabilities, integrations, and customization options.
• Act as the face of technical client success during client discussions about setup, workflows, and customizations.
• Partner closely with Product and Tech to ensure client needs are feasible and clearly communicated, without owning ideation or feature design.
• Support Client Success team operations by providing insights from reporting, analyzing data to identify trends, and improving processes.
• Educate clients and internal teams on best practices, platform functionality, APIs, integrations, and workflows.
• Represent the client perspective internally to help guide Product and Tech priorities, ensuring alignment between client expectations and technical feasibility.

Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field (Master’s preferred)or equivalent experience demonstrating strong technical and analytical skills.
• 5+ years in a client-facing technical role such as Solutions Architect, Technical Account Manager, Client Success Engineer, Product Specialist, or Technical Trainer / Instructional Designer
• Ability to translate technical solutions into clear, actionable guidance for clients.
• Strong understanding of cloud technologies, SaaS platforms, APIs, integrations, and data management frameworks.
• Excellent problem-solving, communication, and stakeholder management skills.
• Comfortable partnering with remote Product and Tech teams while serving US clients during US business hours
• Comfort with ambiguity and a proactive approach to navigating evolving priorities

Preferred Skills

• Experience working with enterprise clients in high-scale, mission-critical environments.
• Familiarity with frameworks such as TOGAF, ITIL, or DevOps methodologies.
• Experience delivering technical presentations and guiding discussions on customization or integrations with executive and technical stakeholders.

The salary for this position is approximately $145,000 base salary plus equity and full benefits package. The exact compensation is decided based on many factors, including but not limited to: skills, qualifications, and geographic location.

To support our employees, we offer comprehensive benefits both in and out of the office. These include premium healthcare, comprehensive paid time off, and flexible parental leave. Our bereavement care includes premium access to the Empathy platform and support for employees and their families. We support financial wellness with a company-sponsored 401(k) plan and up to a 4% employer match, along with competitive stock options. With annual retreats, team lunches for our NYC office, and a remote employee stipend, we prioritize spending time together and investing in our people. We hope you will want to join our exceptional team!