What are the responsibilities and job description for the Implementation Lead position at TrackVia?
Description
Responsibilities
Client & relationship management
Responsibilities
Client & relationship management
- Own our largest, most complex, and most demanding accounts as technical and delivery lead, carrying a significant share of hands-on build work while managing the client relationship end-to-end
- Serve as the first line of client escalation across the services portfolio, resolving issues independently and escalating to the manager when appropriate
- Navigate difficult conversations and high-pressure situations with professionalism, keeping clients confident and projects on track
- Project manage all new application builds end-to-end, coordinating resources, timelines, dependencies, and communication from kickoff through go-live
- Manage delivery for select large or complex existing accounts, ensuring work stays aligned to client commitments
- Establish and maintain consistent delivery standards, documentation, and handoff processes, holding a high bar for quality and accuracy at every stage
- Take ownership of recurring delivery and coordination work across the team
- Support capacity forecasting, resource allocation, and utilization planning in partnership with the Implementation Manager
- Coordinate across time zones to support global clients and align internal and client-side stakeholders
- Contribute to operational and process improvements within the implementation function
- 5 years of experience managing large, complex, and difficult accounts, with a track record of retaining and growing relationships under pressure
- Possesses the technical depth to serve as lead implementation engineer on any account and contribute hands-on as needed, including strong data modeling and relational database expertise, a consultative approach to scoping and problem definition, and demonstrated SaaS application experience
- Relentlessly detail-oriented, organized, and diligent — you treat precision as non-negotiable, follow through on every commitment, and never let things slip through the cracks
- Strong project management skills, with the ability to run multiple concurrent builds and competing priorities without dropping threads
- Proven ability to coordinate across time zones and work with globally distributed clients and teams
- Excellent written and verbal communication, including the ability to handle escalations and difficult client conversations with composure
- A self-starter who operates with autonomy and sound judgment, knowing when to resolve independently and when to escalate
- Some travel may be required.
- Competitive salary and performance-based incentives
- Comprehensive health, dental, and vision insurance
- Retirement savings plan with employer match
- Paid Holidays
- Downtown Denver office with paid parking and gym
- Paid Parental Leave
- Hybrid work environment