Implementation Manager

Implementation Manager | HVAC / EngineeringNew York City | Onsite$120K-$150K Base + Equity + BenefitsShields Group Search is partnering with a fast-growing construction-tech startup building the next-generation operating system for commercial HVAC, Electrical, and Plumbing suppliers and subcontractors.Their V1 quoting product has already scaled to 500+ quotes per day, and they’ve doubled annual recurring revenue in the first six weeks of 2026. Fresh off a $14M Series A backed by top construction-tech investors, they’re entering their next phase of growth and expanding their Client Success team.This is an opportunity to join early and help shape the client experience at a company transforming a $250B industry with AI-native software. Their first product is live and scaling quickly, and they are looking for an Implementation Manager to own onboarding, training, and early-stage customer success while helping build the playbook that will power the company’s long-term CS motion.You’ll work closely with Client Success, Product, and Sales, as well as leadership, to support clients, improve internal systems, and ensure a best-in-class implementation experience.What You’ll DoOwn in-person onboardings, including kickoff sessions, virtual demos, and hands-on trainingsBuild repeatable processes across onboarding and implementation, including playbooks, materials, metrics, and trackingServe as the voice of the customer by gathering feedback on-site and bringing insights directly back to leadershipTroubleshoot in real time, clearing adoption blockers and keeping implementations on trackCollaborate with leadership, Sales, and Engineering to surface insights, champion the client perspective, and influence the product roadmapHelp maintain the client management section of the CRM and ticketing/messaging systems, supporting inbound questions via email, live messaging, video calls, and tickets with fast, accurate, and tactical responsesCreate and maintain internal and client-facing documentation, including workflows, FAQs, and best practices grounded in real construction and HVAC use casesHelp develop product demos, training materials, and short tutorials that make complex features easy to understand and adopt for both technical and non-technical usersWhat You Bring3+ years in a technical or operational role within the commercial HVAC / mechanical industry, such as Estimating, Project Management, or MEP DesignHVAC industry familiarity is requiredStrong project management skills with the ability to build processes from scratch and execute against deadlinesExcellent communication skills and the ability to simplify technical concepts for a wide range of audiencesWillingness to travel frequently, up to 50% of each monthBonusExperience creating training content across videos, documentation, or workshopsProven track record of leading in-person rollouts and trainingsWhat Success Looks LikeFirst 2 WeeksDevelop foundational knowledge of the product, platform, and core workflowsShadow client calls and participate in on-site kickoffs to understand the implementation approachGain familiarity with client use cases, operational processes, and success metricsFirst 30 DaysIndependently manage day-to-day digital client communications and resolve common support questionsConfidently demo core product features and present value-driven solutions to clientsFirst 60 DaysLead new client onboarding engagements, owning the full implementation lifecycle from Sales handoff through on-site kickoffPartner cross-functionally to drive client growth, engagement, and long-term adoptionAct as a trusted client resource for product best practices and implementation guidanceCompensation & BenefitsSalary: $120K-$150K base, depending on experienceEquity: meaningful grant aligned with your backgroundBenefits: medical, dental, visionPerks: free lunches and dinnersThis is a full-time, onsite role based in NYC’s Flatiron District, steps from Madison Square Park and Union Square.