Implementation Manager

About the role

Implementation is an essential differentiator for Invoca and a critical time in the customer journey. As an Implementation Manager, you will lead the successful deployment of Invoca's industry-leading Call Tracking and Analytics solution across a portfolio of customers. Reporting to the Senior Manager, Implementation, you will manage projects spanning four customer segments, ensuring a seamless onboarding experience that drives product adoption and long-term success. This individual contributor role requires strong project management, product expertise, and communication skills to effectively guide customers through technical implementations while balancing multiple engagements. This role supports teams in the US and the UK. You will play a key role in delivering exceptional business value by optimizing onboarding processes, developing best practices, and collaborating cross-functionally to support customers in achieving their goals with Invoca. As a strategic thinker and problem solver, you will contribute to the continuous improvement of the implementation function and help scale processes to meet the evolving needs of a growing SaaS organization. You Will Project & Portfolio Management: Oversee a portfolio of customer implementation projects, ensuring timely completion and successful execution. Customer Engagement: Collaborate with customers to understand business objectives and tailor implementation strategies to their needs. Product Expertise & Training: Become an expert on the Invoca platform, training customers on core functionalities, integrations, APIs, and webhooks. Technical Implementation Support: Assist customers in deploying Invoca's JavaScript, integrating with MarTech platforms, and optimizing workflows. Process Optimization: Identify and implement best practices to enhance efficiency, scalability, and customer experience. Stakeholder Collaboration: Partner with Sales, Sales Engineering, Product and Customer Success to ensure smooth handoffs and consistent customer communication. Issue Resolution & Risk Mitigation: Quickly identify potential issues, escalate as necessary, and proactively resolve challenges to ensure a positive onboarding experience. Customer Advocacy: Gather insights from onboarding experiences to advocate for feature enhancements and inform product development. Tracking & Reporting: Maintain accurate project records, track milestones, risk and ensure adherence to implementation Service Level Objectives using project management and CRM tools. Global Market Alignment: Maintain an early-morning Eastern Time (ET) schedule to provide direct implementation oversight and real-time consultation for UK and European customers. Agentic AI Exposure: Lead the deployment of Agentic AI workflows, ensuring autonomous agents are properly integrated into the customer's broader MarTech ecosystem. You Have: 2+ years of experience in a customer-facing, project management, or implementation role for a SaaS or technology company. Regional Availability: Residency in the Eastern Time Zone with a consistent ability to start the workday during early morning hours to support international accounts. Proven ability to manage multiple customer projects with strong prioritization and time management skills. Professional experience or deep familiarity with implementing Agentic AI frameworks, autonomous agents, or LLM-driven automation. Deep product expertise and the ability to translate complex technical concepts for both technical and non-technical audiences. Strong interpersonal and communication skills, capable of discussing both technical details and business strategy. Ability to follow structured processes while adapting to customer needs and business objectives. Strong analytical skills with a data-driven approach to decision-making. Ability to think critically, solve complex problems, and work well under pressure. Experience with CRM and project management tools (e.g., Salesforce, Jira). Bonus Qualifications Experience with marketing technologies such as Google AdWords, Google Analytics, Salesforce, and Adobe. Technical background with working knowledge of HTML, JavaScript, CSS, and other web-related languages. Background in telecom, automotive, marketing, mobile, or digital media industries. Experience in the affiliate marketing space. Familiarity with Agile project management methodologies. 📍 Location: This is a remote-first role. We are currently hiring in the following locations: 📍 United States: Greater Los Angeles Area (including Santa Barbara and San Diego) - SF Bay Area - Denver Metro - Austin Metro - Chicago Metro - Grea

Benefits

Additional Information

About Invoca: Invoca is an AI-powered revenue execution platform that brings together marketing, commerce, and contact center teams to turn every customer interaction into measurable, profitable growth. Join our dynamic, fast-growing team, where innovation and collaboration are at the core of our culture.

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