The Implementation Manager is responsible for orchestrating the end-to-end customer onboarding journey, ensuring new clients successfully implement and launch the Readybuild platform. This role serves as the primary strategic partner for customers during their critical transition period — from initial Kickoff through the Hyper-Care period.
TRAINING & ENABLEMENT
Develop and perform role-appropriate training programs for administrators, power users, and end users.
Create and maintain training materials, quick reference guides, and customer-specific configuration documentation.
Perform both full team training and train-the-trainer sessions depending on client size and structure, building internal champions and ensuring sustainable adoption.
IMPLEMENTATION EXECUTION
Coordinate activities across internal teams and customer stakeholders, managing timing, dependencies, and real-time issue resolution.
Conduct implementation retrospectives to capture lessons learned and feed insights into continuous process improvement.
Transition clients into the Hyper-Care period — maintaining availability as an escalation path for the support team and providing client context as needed, while the client moves into live maintenance and ongoing customer care practices.
CUSTOMER RELATIONSHIP & EXPECTATION MANAGEMENT
Serve as the client’s trusted advisor throughout the implementation lifecycle, leading regular cadence calls and building relationships with key decision-makers and executive sponsors.
Manage customer expectations proactively while maintaining momentum toward adoption — including confidently redirecting unnecessary scope additions that would delay delivery or create technical debt.
Anticipate and address customer objections using active listening, data-driven responses, and collaborative problem-solving; escalate blockers to internal teams with appropriate context and urgency.
Maintain composure and professionalism in difficult conversations, balancing customer advocacy with project integrity.
PROGRAM REPORTING & CONTINUOUS IMPROVEMENT
Maintain accurate project documentation, timelines, and On Track / Off Track customer health status reports.
Identify at-risk implementations early and develop mitigation strategies; report onboarding trends to leadership.
Continuously evolve implementation strategy and processes alongside the growth of the Readybuild platform.
SCOPE, CHANGE & RISK MANAGEMENT
Partner with Sales during late-stage conversations to begin building client context early; translate desired business outcomes into the Company Setup, Configuration Data, and Data Migration requirements needed to achieve them.
Proactively identify and flag risks that could jeopardize success or long-term adoption — including technical blockers, resource gaps, organizational readiness issues, and phased rollout gaps where parts of the business may onboard ahead of others.
Communicate scope changes clearly and in writing — providing transparent analysis of how expanded requirements affect timelines and negotiating revised dates that reflect true delivery effort.
SUPPORT TRIAGE & ESCALATION
Act as the primary triage point for customer questions and issues during onboarding, assessing and prioritizing requests based on urgency and impact on success.
Identify patterns in support requests that indicate gaps in training, documentation, or product functionality.
Coordinate with the team on contingency planning during critical phases — ensuring alignment, risks are anticipated, and the right resources are in place before these events occur.
CORE SKILLS & COMPETENCIES
Exceptional communication skills — able to translate technical concepts for non-technical stakeholders and write clearly for executive and operational audiences alike.
Strong influence and capabilities without direct authority.
High emotional intelligence with the ability to navigate difficult conversations, de-escalate tension, and find mutually beneficial solutions.
Outstanding problem-solving and critical thinking abilities; comfortable navigating ambiguity with the support of the broader team and leadership.
Excellent organizational skills and attention to detail, with a customer-centric mindset and commitment to delivering exceptional experiences.
Demonstrated project management discipline — able to build and maintain structured project plans, manage multiple concurrent workstreams, hold stakeholders accountable to milestones, and keep complex implementations moving forward without losing sight of the details.
Strong time management and self-awareness around capacity; able to manage multiple concurrent implementations while proactively communicating workload constraints or resource needs to leadership before they become delivery risks.
EXPERIENCE
3–5 years of experience in customer onboarding, implementation management, project management, or a related client-facing role.
Demonstrated experience managing complex, multi-stakeholder implementation projects from kickoff through Hyper-Care.
Familiarity with project management software (e.g., Jira, Asana, Salesforce, HubSpot) – Smartsheet in particular is helpful.
Background in construction or field operations software is a plus.