Strategic Implementation Manager

Requirements

• What you get to do every day:
• Act as the primary owner of no more than 8 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 change management and 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:
• 4+ years' experience in a strategic customer-facing role as Implementation Manager/Customer Success Manager/Account Manager
• 2+ years' experience in Enterprise implementation and project management in a SaaS environment
• Desire to work with demanding, decentralized, multi-national customers
• Comfortable engaging with stakeholders ranging from project managers and system administrators to executive sponsors and business leaders
• Demonstrated ability to thoughtfully leverage AI and emerging technologies to synthesize information, improve decision-making, enhance communication, and drive customer outcomes while maintaining strong judgment and customer empathy
• Experience using Excel is required
• Experience using Salesforce, Gainsight, monday.com is preferred
• Excellent project management skills with proven ability to prioritize competing tasks
• Self-motivated and action-oriented, yet willing to work within a team environment
• Enthusiasm in collaborating w

Benefits

Additional Information

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 the 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 We work better together Simplicity is our strength Our reputation is priceless Hard work pays off AlertMedia is looking for a customer-focused Strategic Implementation Manager who will take immediate ownership of our largest Enterprise customer relationships with a focus on providing the highest level of strategic partnership as they begin their journey. The Strategic 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!

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