Implementation Manager

About this role

Do work that matters.  

At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity.    

Our core values drive us in our important mission of keeping people safe & informed:

• We’re humans not robots

• Customers always come first

• We work better together

• Simplicity is our strength

• Our reputation is priceless

• Hard work pays off   

AlertMedia is looking for a customer-focused Implementation Manager who will take immediate ownership of our customer relationships with a focus on providing the highest level of strategic partnership as they begin their customer journey. The Implementation Manager (IM) serves as a thought partner, product expert, and project manager. As a part of AlertMedia’s larger Customer Operations team, IMs believe that implementation sets the tone for our long-term partnership, leading to customer advocacy and future renewals. IMs are determined to guide customers through a successful deployment, accomplishing key milestones and maximizing product and feature enablement, before transitioning the customer to the dedicated Customer Success Manager (CSM).

As one of the fastest growing software companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand! 

Who you are:

You are an accomplished IM with proven success in strategically onboarding and implementing a project or software across a range of customer profiles. You naturally approach situations with a consultative, solution-driven approach and embrace each customer relationship as a true partnership. You are comfortable navigating ambiguity, synthesizing complex information, and leveraging AI and emerging technologies to enhance strategic thinking, communication, and customer outcomes. You are a dedicated customer advocate who thrives in complex environments, enjoys working cross-functionally, and is energized by helping customers translate business objectives into meaningful outcomes.

What you get to do every day:  

• Act as the primary owner of multiple concurrent customer implementations, balancing time to value with customers’ intended timelines

• Lead the customer kickoff meeting, translating pre-sales objectives into a structured implementation plan by aligning on business outcomes, success criteria, stakeholders, and mutually agreed-upon expectations

• Facilitate regular implementation working sessions with the customer, navigating customer objections when warranted

• Serve as a strategic advisor to customer stakeholders, helping translate business objectives into scalable AlertMedia programs, operational processes, and long-term success plans

• Strategize with the larger Customer Operations team to provide customers with industry-specific best practices, proven AlertMedia solutions, and emerging capabilities that support operational maturity and long-term program success

• Clearly communicate action items across internal and external teams and provide regular project updates to the customer

• Sensitively manage and interpret data, consulting on data imports and automations

• Respond to customer inquiries in a thoughtful and timely manner, displaying ownership in all interactions

• Diligently manage implementation milestones and overall project status internally in Gainsight and monday.com

• Ensure visibility for the dedicated CSM throughout implementation, leading to a seamless IM-to-CSM transition once the customer is deployed

• Actively participate in a cross-functional feedback loop with Leadership and Product Management teams to continuously improve, scale, and modernize the Strategic implementation experience, including the thoughtful adoption of AI, automation, and emerging product capabilities

• Contribute to AlertMedia’s culture, values, and vision for the future

What you bring to the role:  

• 3+ years’ experience in a strategic customer-facing role as Implementation Manager / Customer Success Manager / Account Manager

• 2+ years' experience leading SaaS implementations with demonstrated project management skills and the ability to prioritize competing customer needs

• Experience navigating complex, decentralized, multi-national organizations with competing stakeholder priorities

• Proven ability to build credibility and influence stakeholders ranging from project managers and system administrators to executive sponsors and business leaders

• Thoughtful use of AI and emerging technologies to synthesize information, improve decision-making, enhance communication, and drive customer outcomes while maintaining strong judgment and customer empathy

• Proficiency in Excel is required; experience with Salesforce, Gainsight, and monday.com is preferred

• Enthusiasm for partnering cross-functionally with Customer Success, Customer Support, Technical Solutions, Sales, Marketing, Product Management, and Engineering, including Executive-level visibility

• Strong analytical, negotiation, and creative problem-solving skills

• The aptitude to learn and be coached

Location: Strong preference for candidates located in Austin, Texas to work a hybrid (2 days a week) in our downtown headquarters with flexibility for travel for occasional customer onsites

Sponsorship: This position is not eligible for visa sponsorship. Candidates must have existing authorization to work in the U.S. without the need for sponsorship now or in the future

Why you’ll love working at AlertMedia:

At AlertMedia, you won’t just build your career — you’ll be part of something meaningful, surrounded by people who genuinely care about the work and each other.

• Competitive base salary + Company-wide bonus program 

• Generous and flexible time off and parental leave policies 

• Health benefits - Medical, Dental, Vision and Life Insurance

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