Implementation Manager

POSITION SUMMARY 

The Implementation Manager is responsible for guiding new customers through a high-quality onboarding experience that sets them up for long-term success with UpKeep. This role combines project management, technical configuration, and consultative coaching to ensure each customer deploys UpKeep using proven best practices. Implementation Managers are a frontline driver of retention, value adoption, and customer satisfaction. They play a critical role in helping customers modernize their maintenance operations and unlock the power of UpKeep’s AI Intelligence Suite.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES  

• Work with new and current customers to configure and deploy their UpKeep account to meet their specific business needs.

• Serve as an UpKeep and Implementation subject matter expert by acting as the key Project Manager ensuring accurate completion of onboarding tasks.

• Manage implementation end to end as the key driver responsible for the success of the project.

• Act as the frontline of retention by establishing a strong foundation for each customer, ensuring best-practice setup, deployment discipline, and early value realization that reduces churn risk.

• Serve as a catalyst for operational transformation by assessing customer workflows and applying UpKeep’s AI Intelligence Suite to automate manual effort, improve efficiency, and elevate their maintenance strategy.

• Understand and use project management concepts including scope management, time management, and issue management.

• Facilitate remote and on-site training programs, with travel up to 20%.

• Provide an excellent customer experience through high-quality communication and interactions.

• Assist customers with mapping and migrating data into UpKeep using AI tools and best practices.

• Support integrations between UpKeep and other systems.

• Work closely with cross-functional teams to ensure successful deployment.

• Establish and maintain relationships with executive sponsors, stakeholders, and project team members.

• Identify areas for improvement in the product and implementation process.

• Advocate for customer needs cross-departmentally.

• Document lessons learned and recommended process improvements.

EXPERIENCE  

• Bachelor's Degree a plus in business, communications, or similar field 

• 4+ years experience in customer facing role; SaaS Implementations experience preferred

• Proven project management skills, and the ability to synthesize complex requirements into deliverables.

• Experience with using Salesforce

KNOWLEDGE 

• Self-starter that thrives in fast-paced environments with the demonstrated capacity to lead, motivate and work well with others

• Outstanding analytical, problem-solving, organization, prioritization and multitasking skills 

• Excellent in-person and web presentations skills

• Strong written and verbal communication skills

• Proven business acumen

• Maintain project plan and other project documents

• Must be assertive, receptive to input, skillful at managing relationships (personable, persuasive)

• Experience with Cloud & SaaS domain knowledge

• Quickly synthesize discussions and conversations into detailed meeting notes

• Detail oriented, organized, and can quickly diagnose and fix implementation issues, while also looking for continuous improvement.

• Communication and relationship-building skills, as this role requires cross-functional collaboration with diverse stakeholders.

• Ability to set and communicate clear expectations

• Ability to work effectively and achieve results in ambiguous situations

• Independent, adaptable and can thrive in a fast-paced environment

DESIRED BEHAVIORS 

• Receptive to change – is flexible. Seeks and adopts improved approaches and processes.

• Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance.

• Manages the workload - makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.

• Technically proficient – able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs. 

• Takes responsibility for own learning - knows personal strengths, recognizes development needs, and takes action to improve. Is open to feedback and always seeks to learn. 

• Communicates ideas – respectfully exchange information and proposes a way forward. Listen to views of colleagues and take in diverse perspectives. 

• Works collaboratively – shares knowledge and information, fosters teamwork and contributes to a positive work environment where people want to come to work.  

• Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the company values. 

• Act as a good citizen of UpKeep.

COMPENSATION 

This role will receive a competitive base salary + annual bonus + benefits + equity. A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.

The pay range for this role is $75,000 - $85,000 USD per year.