Implementation Manager

Uptick is a fast-growing B2B SaaS business providing fire and security businesses with an easy-to-use yet powerful suite of software tools to help them run and grow their businesses.

Backed by leading global growth equity company PSG, we’re now the category leader in Australia (where the business was started by our CEO & Founder) and operate in four countries. We’ve recently launched in the UK in 2021 and the US in 2024.

About You

We’re looking for a systematic and experienced Implementation Manager for SMB and Enterprise clients who is based in the US, reporting into the Implementation Lead, NA. This role will assist clients with their onboarding - from sales handover, to data, to configuration and training. 

You will be one of the early-stage US based team members as we grow rapidly. Uptick will empower the person in this role to grow their career with efficient and effective decision-making, problem solving and communication. 

About the Role

• SaaS Implementation or Customer Facing experience
• Technologically adept, technically precise 
• Proficiency with Excel / Google Sheets
• Managing client escalations 
• Innately curious, driven to learn and become an Uptick expert via our self-access resources
• Ability to prioritise, track and report on client implementation status 
• Delegation and collaboration within and across teams in different time zones
• Agility, resilience and attention to detail 
• The ability to deal with multiple priorities. This is a busy role and you will need to like that energy and pace to be successful.
• Compassionate, articulate, and solutions-focused to deliver excellent customer and commercial outcomes.
• Highly organized, adaptable and data-driven. 

Responsibilities

• Solution-based thinker who can self-manage in tricky situations as we grow at pace
• Process and documentation specialist who will help continue to shape and build Uptick’s US-based internal resources to assist this growing team
• Systematic thinking - ability to assess, suggest and implement improvements to consistently deliver the best customer outcomes
• Critical thinking and problem solving - to find solutions to challenges within the team and to offer support solutions to clients that will best suit their needs
• Project management - Undertaking all necessary tasks from Sales handover to completed project, including handover to Customer Success
• Time management - Driving adherence to project timelines to deliver projects to schedule
• Client relations/communication - establishing a partnership with clients, setting expectations and managing stakeholders
• System configuration - Hands-on configuration of client data to the default or agreed scope
• Training - delivery of training services to clients, including office & technician sessions for different audiences

What We Offer:

Annual Salary Range: 80,000 - 92,000 DOE

• Competitive salary and benefits
• 401(k) match at 4% of base salary
• 18 days PTO 1 extra day for your birthday
• 11 paid public holidays
• 10 paid sick days
• Comprehensive health coverage (medical, dental, vision)
• Plus other exciting perks like company retreats!

Equal Opportunity Employment:

Our software supports the technicians in keeping people safe, and we’re driven by passion, skill, and a commitment to making a difference. We hire the best person for the job, regardless of race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition, creed, ancestry, national origin, or any other legally protected status. Equal opportunity makes us stronger and more effective.

Ready to Apply?

We’d love to hear from you! Click below to apply and tell us why you’re excited about joining Uptick.