What are the responsibilities and job description for the Implementation Manager position at Frontline Call Center?
Implementation Manager
The Implementation Manager is responsible for leading the successful onboarding, configuration, and deployment of products or services for new and existing customers. This role owns the full implementation lifecycle, ensuring projects are delivered on time, within scope, and aligned with customer expectations.
The Implementation Manager works cross-functionally with Sales, Product, Engineering, and Customer Success teams to enable smooth transitions from sale to go-live.
Location: Remote (Must Reside in NC, FL, MN, WA, OK, CA, TX, UT)
Key Responsibilities
• Lead end-to-end customer implementations from kickoff through go-live and handoff to support
• Serve as the primary customer point of contact during implementation
• Develop and manage detailed project plans, timelines, and resource allocations
• Gather, document, and validate customer requirements
• Coordinate cross-functional teams including Engineering, Product, Training, and Support
• Identify and mitigate project risks, issues, and dependencies
• Oversee system configuration, integrations, and data migrations
• Facilitate customer meetings, status updates, and executive communications
• Track progress against milestones, budgets, and KPIs
• Ensure quality standards are met prior to go-live
• Conduct post-implementation reviews and process improvements
Required Qualifications
• 3–7 years of experience in implementation, project management, or customer onboarding
• Proven experience managing customer-facing projects
• Excellent communication, organization, and stakeholder management skills
• Experience delivering SaaS or technology implementations
Preferred Qualifications
• Experience with enterprise systems such as CRM or ERP platforms
• Familiarity with system integrations and data migration
• Strong analytical and problem-solving skills
Key Competencies
• Customer-focused mindset
• Strong leadership and influence skills
• Risk assessment and decision-making
• Attention to detail with strategic perspective
• Ability to balance technical and business needs
Success Metrics
• On-time and on-budget project delivery
• Customer satisfaction and implementation CSAT
• Time to go-live
• Reduction in post-implementation issues
• Successful handoff to Customer Success or Support