Implementation Manager

About Smith System

Smith System exists to reduce collisions, protect drivers, and save lives. Crashes aren't accidents—they're predictable and preventable. For more than 70 years, Smith System has helped organizations build safer drivers through proven behavior-based training and modern driver risk management solutions.

Position Summary

The Implementation Manager is responsible for converting newly signed customers into fully deployed, engaged, and successful users of Smith System solutions.

This role owns the customer onboarding experience from kickoff through go-live and transition to ongoing customer support. The Implementation Manager serves as the primary point of contact during implementation, coordinating people, processes, systems, and communication to ensure customers achieve value quickly and confidently.

Reporting directly to the Vice President of Operations, this position plays a critical role in customer satisfaction, time-to-value, revenue realization, and long-term customer success.

Key Responsibilities

Customer Onboarding & Implementation

• Lead end-to-end customer onboarding and implementation projects across Smith System products and solutions.
• Facilitate kickoff meetings, establish implementation plans, and align stakeholders on objectives, timelines, and success criteria.
• Serve as the primary customer contact throughout implementation.
• Manage project timelines, milestones, risks, and dependencies to ensure successful delivery.
• Drive efficient implementations that reduce time between contract execution and customer value realization.

Customer Training & Enablement

• Deliver onboarding sessions, training workshops, and product education to customer stakeholders.
• Ensure customers understand platform functionality, best practices, and available resources.
• Build customer confidence through proactive communication and effective change management.
• Develop trusted relationships with customers throughout the onboarding process.

System Configuration & Deployment

• Configure customer accounts, system settings, user access, and implementation requirements.
• Coordinate internal resources and cross-functional teams to support successful deployments.
• Validate system setup and readiness prior to customer launch.
• Troubleshoot implementation challenges and drive timely resolution.

Project Coordination & Communication

• Maintain clear project documentation and implementation records.
• Provide regular status updates to customers and internal stakeholders.
• Coordinate across Operations, Customer Experience, Sales, Product, and other teams to remove obstacles and maintain project momentum.
• Ensure seamless transitions from implementation to ongoing customer support and account management.

Qualifications

Required

• Bachelor's degree or equivalent work experience.
• Strong written and verbal communication skills.
• Ability to learn and effectively use software platforms and business applications.
• Strong organizational skills and attention to detail.
• Experience coordinating work across multiple stakeholders.
• Customer-facing experience and ability to build professional relationships.
• Ability to manage multiple priorities and meet deadlines.

Preferred

• Experience leading customer onboarding, implementation, or deployment projects.
• Experience delivering customer training or presentations.
• Familiarity with CRM platforms, project management tools, or customer success software.
• Experience working in SaaS, technology, training, professional services, fleet, or transportation-related industries.

What Success Looks Like

In the First 30 Days

• Develop an understanding of Smith System products, implementation processes, and customer onboarding workflows.
• Build relationships with key internal stakeholders across Operations, Sales, Customer Experience, and Product.
• Begin participating in customer implementations and onboarding activities.

In the First 90 Days

• Independently manage customer onboarding projects from kickoff through deployment.
• Deliver customer training sessions and implementation milestones with confidence.
• Establish trusted relationships with customers and internal teams.
• Successfully transition completed implementations to Customer Experience.

Reporting & Structure

This position reports directly to the Vice President of Operations and partners closely with Customer Experience, Sales, Product, and other cross-functional teams.

Why Join Smith System

• Mission-driven organization focused on protecting drivers and improving roadway safety.
• Opportunity to directly impact customer success and long-term business growth.
• High-visibility role with meaningful influence on the customer experience.
• Collaborative culture focused on continuous improvement and operational excellence.
• Competitive compensation and benefits package.
• Hybrid work environment based in St. Louis Park, Minnesota.

Compensation

$65,000 – $75,000 annually depending on experience, skills, and qualifications.

Equal Opportunity Statement

Smith System is committed to diversity and inclusivity. We are proud to be an equal opportunity employer and welcome applicants from all backgrounds and experiences.