Implementation Manager

Company

Birdstop, Inc. is an American drone technology company. Made possible by its recent breakthroughs in regulatory approvals and AI systems, Birdstop drones can operate continuously in a fully automated mode without personnel onsite. Birdstop systems actively serve our nation's critical infrastructure and public safety organizations with rapid response capabilities.

Role

In this role, you will take charge of key client relationships from the moment the contract is signed and drive them forward vigorously. The Implementation Manager serves as the primary point of contact for enterprise and government clients, responsible for ensuring successful deployment, onboarding, adoption, and usage. You will build strong, trusted relationships with client stakeholders, be the bridge between clients and Birdstop’s engineering team, align Birdstop technology with client business objectives, project manage the deployment and adoption of our product, and drive measurable outcomes that lead to long-term partnerships.

Candidate

The ideal candidate has exceptional client-facing skills and a proven ability to manage high-value, enterprise accounts. Existing knowledge of the industries that Birdstop services will be preferred. The role will be put in complex, multi-stakeholder environments and require being equally comfortable discussing technical details with operational teams and ROI with executives. The ideal candidate will be incredibly well organized and meticulous at CRM documentation, thriving in managing several projects at once that involve multiple client stakeholders and multiple internal subteams. The candidate must be highly responsive and fast to act (measured in minutes and hours) on client and regulator requests for information. Ability to produce written deliverables quickly and succinctly is a must in this role. This role, like every role at Birdstop, will often be put into unpredictable situations with unforeseen challenges. In some of these cases, it will be the first time facing this challenge for anyone at Birdstop or in the industry at large. The candidate must be able to meet unprecedented problems head on, make sound judgements, and act quickly.

Key Responsibilities

1) Upkeep CRM with client relationships

• Collaborate with sales team to understand the history and stakeholders involved in each new contract
• Keep a comprehensive CRM of all stakeholders involved in deployments, next steps, and deliverables

2) Understand the state of the product

• Meet regularly with engineering system to understand the state of the product in general and across all active client accounts
• Proactively use and deeply understand each new version of the product ahead of engaging with clients

3) Head client communication

• Take over client communications once a contract has been signed
• Set expectations and meeting cadence with clients 
• Lead regular meetings with clients using prepared slide decks
• Generate and submit monthly reports to clients

4) Create client deliverables

• Create a list of action items during each meeting and immediately act upon them
• Create and send deliverables to clients in a timely matter, coordinating with engineers when necessary for technical information

5) Organize and oversee deployment

• Work with clients to select deployment locations and dates
• Verify infrastructure requirements prior to deployment
• Organize and lead teams to execute on deployments
• Physically go to oversee the deployment and walk clients through the process

6) Teach clients how to use the product

• Provide clients with instructions on how set up and use the product
• Answer questions on how to use the software and UI

7) Communicate progress made on reported issues

• Document technical issue as they are reported by clients
• Send clients weekly updates on the progress being made on reported technical issues
• Test software UI to validate that the technical issues are fixed before presenting to clients

Basic Requirements

• Bachelor’s degree in business, technology, or a related field
• 3–5 years of experience in client success, account management, or enterprise project management
• Proven ability to manage multiple enterprise accounts with diverse stakeholders
• Proven ability to deliver fast (measured in minutes), precise, and error-free communications to clients 
• Strong organizational and project management skills
• Excellent verbal and written communication skills, with the ability to present to executive-level stakeholders
• Demonstrated problem-solving skills and a proactive approach to client issues
• Proficiency with CRM tools (e.g., Salesforce, HubSpot) and project management platforms (e.g., Asana, Jira, Trello)
• Work authorization in the United States (no visa sponsorship available)

Preferred Qualifications

• Experience working with infrastructure companies and/or government agencies
• Familiarity with data analytics tools and ability to interpret client performance metrics
• Understanding of regulated industries and compliance requirements
• Experience working in the sensors and/or unmanned systems domain
• Experience working at a technology startup
• Ability to work from Birdstop’s office in Detroit, Michigan
• Ability to travel on occasion to support implementation

Salary Range

$73,539.79-$104,478.02 per year

What We Offer 

• Paid time off.
• Health insurance.
• 401(k) matching.
• Beautiful work facility with a view of the river.
• High-trust, high-responsibility mission critical role.
• Strong career growth opportunities matching company’s growth.
• Extremely hardworking and collegial teammates.

If you have read the above and feel strongly about this role, please submit your resume with why you are interested in this role and this company specifically to sophie@birdstop.io.