Position Overview
The Implementation Manager is a critical member of our onboarding team, responsible for ensuring successful customer onboarding and deployment of Motivity's solutions. This role owns the Time to Value (TTV) metric and supports clean handoffs to the post-sale team, directly impacting customer retention and expansion. The Implementation Manager serves as the primary point of contact during onboarding, setting the foundation for long-term customer success.
We are looking for an Implementation Manager to lead onboarding and deployment of our Practice Management software. Candidates with experience in clinical practice management or at a SaaS company are strongly preferred.
Key Responsibilities
Onboarding & Deployment
- Lead end-to-end implementation process for new customers, ensuring timely and successful onboarding
- Coordinate cross-functionally with internal teams to deliver seamless onboarding experiences
- Own Time to Value (TTV) metrics and drive continuous improvement in implementation timelines
Commercial Ownership
- Support clean handoff from sales and to post-sale team, ensuring all necessary documentation and context is transferred
- Drive activities that directly support customer retention and expansion opportunities
- Identify and communicate upsell or cross-sell opportunities during the implementation phase
Relationship Management
- Establish expectations that set the tone for long-term customer success through active listening and staying present in every customer interaction
- Understand customer pain points and work to resolve issues promptly; provide solutions when presented with issues in customer meetings
- Translate customer needs effectively to internal audiences
Risk Management
- Mitigate churn risk by ensuring customers achieve early wins and value realization
- Manage escalations by pulling in appropriate resources from Motivity and customer organizations
- Navigate complex and ambiguous situations with confidence, even when immediate answers aren't available
Project Management & Documentation
- Track implementation timelines, milestones, and deliverables using CRM systems
- Maintain accurate and up-to-date project documentation throughout the implementation lifecycle
- Contribute to building out knowledge base documentation for ongoing process improvement
- Ensure all stakeholders are informed of project status and any potential risks
- Demonstrate high level of accountability for project outcomes and customer success
Training & Adoption
- Deliver engaging and effective training sessions to customers of varying technical skill levels
- Make sense of complex product features and translate them into clear, actionable guidance for customers
- Serve as a dynamic presenter with strong “classroom management” skills, fielding questions while keeping sessions on track
- Support timely responses on practice management questions, including scheduling and billing
- Monitor adoption metrics and proactively address barriers to full platform utilization
Required Skills & Qualifications
Core Competencies
- Strong technical aptitude with curiosity for emerging technologies, particularly AI tools, and willingness to experiment with new solutions
- Strong project management skills with ability to manage multiple implementations simultaneously
- Exceptional training ability with skill in delivering engaging, effective learning experiences
- Exceptional communication skills, both written and verbal, with the ability to explain complex concepts clearly and effectively
- Active listening skills with ability to stay present and engaged in customer conversations
- Highly organized with meticulous attention to detail
- Excellent problem-solving abilities and critical thinking skills; able to think on your feet
- Proactive mindset with ability to anticipate needs and take initiative
- Comfort with ambiguity and ability to navigate situations where answers aren't immediately known
- High level of accountability and ownership for outcomes
- Customer-centric mindset with strong relationship-building capabilities
- Passion for talking to people, learning about their needs, and demonstrating solutions
Experience & Background
- 3-5 years of experience in implementation, onboarding, training, or customer success roles or equivalent experience in the ABA space
- Proven track record of successful software implementations or SaaS onboarding
- Experience with CRM systems and project management tools
- Solid knowledge of Practice Management in the ABA space or a related field
- Demonstrated ability to work cross-functionally and influence without authority
- Experience delivering training to groups with strong classroom management skills
Technical & Presentation Skills
- Proficiency with CRM platforms for tracking and documentation
- Comfortable learning new software systems quickly
- Strong data analysis skills to track and improve TTV metrics
- Experience creating and maintaining process documentation
- Dynamic presentation skills with ability to engage audiences and field questions
- Ability to keep training sessions on topic while remaining responsive to customer needs
- Skilled at making sense of complicated situations and translating them for diverse audiences
What Makes You Successful in This Role
- You love talking to people, learning about their needs, and demonstrating a fantastic solution – all while actively listening and staying in the moment
- You're a dynamic presenter who can field questions from customers but also keep them on topic as needed
- You have strong problem-solving skills and are able to solution in real time; you're comfortable navigating situations where you may not know the answer immediately, and you know how to find solutions or escalate appropriately
- You take ownership and demonstrate a high level of accountability for your implementations and customer outcomes
- You're proactive in identifying potential issues and opportunities before they become problems
- You can make sense of complex, sometimes complicated situations and translate them into clear action steps
Success Metrics
- Time to Value (TTV) for new customer implementations
- Customer satisfaction scores during onboarding period
- On-time completion of implementation milestones
- Quality of handoff to post-sale team
- Early adoption and usage metrics
- Reduction in implementation-related churn risk
- Training effectiveness and customer confidence scores
Additional Information
- Primary responsibility ends at go-live, with clean handoff to post-sale team
- Business Reviews are not applicable (N/A) for this role
- This position requires strong collaboration with Sales, Product, Support, and Customer Success teams