Implementation Manager

About ReputationReputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real-time reputation performance everywhere, effectively functioning as a business's eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner, Kleiner Perkins, and Marlin Equity Partners, driving substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems, and top property management firms, with trust from over 250 partners including Google and Meta. Recognized recently as America's Greatest Midsized Workplaces by Newsweek which rewards excellence and career development, and attracts player-coaches, team-oriented collaborators, and individuals who value perseverance and hustle.Your Role at Reputation:The Implementation Manager is responsible for leading customers through successful onboarding and deployment of our SaaS platform. This role owns the post-sale implementation experience, ensuring projects are delivered on time, within scope, and aligned to customer outcomes while partnering closely with Sales, Solution Architecture, and Customer Success.This role is ideal for someone who is execution-focused, customer-centric, and developing strong project ownership and delivery discipline.How You'll Shape the Experience:Own end-to-end delivery of customer implementations from kickoff through go-liveManage project plans, timelines, risks, and dependenciesServe as the primary point of contact for customers during implementationFacilitate customer kickoff meetings, status updates, and milestone reviewsIdentify risks early and escalate appropriately with mitigation plansEnsure implementations follow defined delivery standards and best practicesPartner with internal teams to coordinate resources and dependenciesSupport scope management and change control when requiredContribute to delivery documentation, templates, and playbooksThe Skills That Set You Apart:3-5 years of SaaS implementation, professional services, or project management experienceExperience managing multiple concurrent customer projectsStrong customer communication and facilitation skillsFamiliarity with SaaS delivery methodologiesExperience using PSA, project management, or CRM tools (e.g., Salesforce, Jira, Asana)Bachelor's degree or equivalent work experience requiredThe successful candidate must have excellent interpersonal skills, be a strong communicator, well organized and analytical with the ability to work well under pressureKnowledge of Salesforce.com, Microsoft or Google Suite of software, and teleconferencing programs (Zoom, Google Meets, etc.) preferredSuccess Measures:On Time milestone deliveryTime to Deploy (TTD)Customer satisfaction (CSAT) during onboardingProject Health (RAG status accuracy)Where You'll Connect & Collaborate:Your main HQ is our Scottsdale, AZ or Lehi, UT office, but we know great work can happen anywhere. You'll have the flexibility of a hybrid schedule, joining us in person on two days per week (to be determined and subject to change) and working from home the rest of the week.Our Benefits & PerksWe believe our people deserve to feel supported, valued, and rewarded both in and out of work. That's why we offer a generous and thoughtfully designed benefits package, including:Paid Time Off: Flexible PTO for salary paid employees Hourly employees accrue PTO based on tenure & receive 5 sick days annually. Sick days are available day 1. PTO accrues on a per paycheck basis.10 company paid holidays plus 4 "Extended Company Holidays," which are additional paid days off for the company.Health and Welfare BenefitsMultiple medical and dental plan options, plus 100% company paid vision coverage401k available through Fidelity Paid Parental Leave for all eligible employees as of day 1 of employmentEmployer paid short and long term disability and life insuranceCritical Illness, Accident & Hospital Indemnity insuranceEmployee Assistance Program (EAP)Access to a wide variety of perks and wellbeing apps: - PerkSpot: Employee discount program - Wellhub (Gym Pass): Access to virtual wellbeing apps, coaching, and gym memberships - Carrot Fertility: Support for fertility, family planning, maternity, parenting, and hormonal health - Omada: Virtual prevention and physical therapy program - Ladder: Supplemental life insurance - SoFi: Financial wellbeing platform with 1:1 advice - Fetch: Pet insurance discount program - Spring Health for Guardian: Virtual mental health support - XP Health for Guardian: Virtual eyewear platform - Rate.com: Mortgage services discount programWe are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.To learn more about how we handle the personal data of applicants, visit ourCandidate Privacy Notice.Applicants only - No 3rd party agency candidates.