Implementation Manager

Job Description

Job Description

About Invoca:

Invoca is an AI-powered revenue execution platform that brings together marketing, commerce, and contact center teams to turn every customer interaction into measurable, profitable growth. Join our dynamic, fast-growing team, where innovation and collaboration are at the core of our culture.

About the Team:

Implementation is an essential differentiator for Invoca and a critical time in the customer journey. As an Implementation Manager, you will lead the successful deployment of Invoca's industry-leading Call Tracking and Analytics solution across a portfolio of customers. Reporting to the Senior Manager, Implementation, you will manage projects spanning four customer segments, ensuring a seamless onboarding experience that drives product adoption and long-term success.

About the Role:

This individual contributor role requires strong project management, product expertise, and communication skills to effectively guide customers through technical implementations while balancing multiple engagements. This role supports teams in the US and the UK. You will play a key role in delivering exceptional business value by optimizing onboarding processes, developing best practices, and collaborating cross-functionally to support customers in achieving their goals with Invoca. As a strategic thinker and problem solver, you will contribute to the continuous improvement of the implementation function and help scale processes to meet the evolving needs of a growing SaaS organization.

You Will

• Project & Portfolio Management: Oversee a portfolio of customer implementation projects, ensuring timely completion and successful execution.
• Customer Engagement: Collaborate with customers to understand business objectives and tailor implementation strategies to their needs.
• Product Expertise & Training: Become an expert on the Invoca platform, training customers on core functionalities, integrations, APIs, and webhooks.
• Technical Implementation Support: Assist customers in deploying Invoca's JavaScript, integrating with MarTech platforms, and optimizing workflows.
• Process Optimization: Identify and implement best practices to enhance efficiency, scalability, and customer experience.
• Stakeholder Collaboration: Partner with Sales, Sales Engineering, Product and Customer Success to ensure smooth handoffs and consistent customer communication.
• Issue Resolution & Risk Mitigation: Quickly identify potential issues, escalate as necessary, and proactively resolve challenges to ensure a positive onboarding experience.
• Customer Advocacy: Gather insights from onboarding experiences to advocate for feature enhancements and inform product development.
• Tracking & Reporting: Maintain accurate project records, track milestones, risk and ensure adherence to implementation Service Level Objectives using project management and CRM tools.
• Global Market Alignment: Maintain an early-morning Eastern Time (ET) schedule to provide direct implementation oversight and real-time consultation for UK and European customers.
• Agentic AI Exposure: Lead the deployment of Agentic AI workflows, ensuring autonomous agents are properly integrated into the customer's broader MarTech ecosystem.

You Have:

• 2+ years of experience in a customer-facing, project management, or implementation role for a SaaS or technology company.
• Regional Availability: Residency in the Eastern Time Zone with a consistent ability to start the workday during early morning hours to support international accounts.
• Proven ability to manage multiple customer projects with strong prioritization and time management skills.
• Professional experience or deep familiarity with implementing Agentic AI frameworks, autonomous agents, or LLM-driven automation.
• Deep product expertise and the ability to translate complex technical concepts for both technical and non-technical audiences.
• Strong interpersonal and communication skills, capable of discussing both technical details and business strategy.
• Ability to follow structured processes while adapting to customer needs and business objectives.
• Strong analytical skills with a data-driven approach to decision-making.
• Ability to think critically, solve complex problems, and work well under pressure.
• Experience with CRM and project management tools (e.g., Salesforce, Jira).

Bonus Qualifications

• Experience with marketing technologies such as Google AdWords, Google Analytics, Salesforce, and Adobe.
• Technical background with working knowledge of HTML, JavaScript, CSS, and other web-related languages.
• Background in telecom, automotive, marketing, mobile, or digital media industries.
• Experience in the affiliate marketing space.
• Familiarity with Agile project management methodologies.

Location: This is a remote-first role. We are currently hiring in the following locations:

United States: Greater Los Angeles Area (including Santa Barbara and San Diego) · SF Bay Area · Denver Metro · Austin Metro · Chicago Metro · Greater NYC Area

Canada: Toronto (AI/ML technical roles only)

Candidates must be based within ~2 hour drive of these areas. Occasional business travel may be required.

Please note that we are unable to provide initial visa sponsorship for this position.

Salary, Benefits, & Perks:

At Invoca, all new hires in the U.S. receive benefits starting on day one of employment. Our benefits offerings include:

Please note that benefits for teammates outside the U.S. may vary in accordance with their country's laws and regulations.

• Flexible Time Off – We encourage a healthy work-life balance. Our flexible paid time off policy allows you to recharge and take time away as needed.
• Paid Holidays – Invoca provides 20 U.S. paid holidays , including a winter break, giving you ample opportunity to refresh and spend time with friends and family.
• Health Benefits – Our healthcare program includes medical, dental, and vision coverage, with multiple plan options to choose what works best for you and your family. Fertility assistance is also included.
• Retirement – Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
• Stock Options – All employees are invited to share in Invoca's success through stock options.
• Mental Health Program – Well-being support on a broad range of issues is available through our SpringHealth program.
• Paid Family Leave – Up to 12 weeks of 100% paid leave is provided for baby bonding, adoption, and caring for family members.
• Paid Medical Leave – Up to 12 weeks of 100% paid leave is provided for childbirth and medical needs.
• InVacation – As a thank-you to our long-term team members, we offer a bonus after 7 years of service.
• Wellness Subsidy – We provide a subsidy that can be applied toward gym memberships, fitness classes, and more.
• Position Base Range - $77,000-$95,0000 / plus annual bonus

DEI Statement

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal-opportunity workplace.

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