Implementation Manager

Role Description

The implementation manager helps to manage the end-to-end training and implementation that enable Moab to onboard new customers. As part of the implementation team, we’re looking for an individual to help lead training, implementing and on the ground customer success for new customers.

As an implementation manager at an early stage start-up, you will have to balance speed vs process while supporting extremely aggressive goals related to growth and efficiency. This is the type of role where you’ll consistently have to do the job of someone two levels above you (e.g., meet with a CEO of a large business) and two levels below you (e.g., respond to customer support tickets). This role rewards do-ers.

What you’ll do:

• You’ll design virtual and in-person training for new customers of Moab.
• You'll travel 10-50% of the time depending on the month.
• You’ll oversee and facilitate new customer user training and support through the implementation lifecycle.
• You’ll manage implementations in varying phases concurrently.
• You’ll create training and implementation plans for customers including what sessions are virtual and in-person and align with the customer on scheduling.
• You’ll cultivate relationships with these customers and manage expectations.
• You’ll accurately assess risk and adjust the project plan with minimal impact to go-live timing.
• You’ll work directly with Moab’s founding team to help solve some of the businesses top priorities.
• You’ll lead cross-functional efforts, building project roadmaps, getting alignment from different parties, and working through roadblocks as they come up, owning the end-to-end implementation of a given initiative.
• You’ll pinch hit where necessary, filling in critical gaps to ensure the business can run smoothly.
• You’ll identify consistent pain points and develop and iterate on processes to help the company solve issues over time.
• You’ll communicate across teams, bridging different parts of the organization to achieve cross-functional outcomes.
• You’ll deepen client engagements through strategic interactions, serving as an advisor and advocate for key stakeholders, driving advocacy, organic growth, and referrals.

Qualifications

• Either 8+ total years of experience working at a top equipment rental company (e.g., United, Sunbelt, Herc, Cat Rental Stores, top specialty rental companies etc.) or 4+ total years managing complex software deployments.
• You have an incredibly high execution bar and will see projects through from conception to tactical completion to move Moab forward.
• You consider people, and you love solving complex, ambiguous, cross-functional problems in a people-centric way.
• You’re both high ownership and low ego, approaching everything with strong outcome orientation and high humility.
• You’re genuinely curious and creative, wanting to dive deep into a variety of operational processes and systems problems and wanting to think critically to define optimal solutions.
• You’re observant and anticipate cross-functional issues/needs and potential solutions before the rest of the company notices.
• You’re tactical and don’t only sit at a 30,000 foot level.
• You’re discerning and an incredibly fast learner.

Nice to haves

• Our office is in NYC, ideally the candidate lives in NY. We are also open to remote for the right candidate.