Implementation Manager

Implementation Manager

COMBASE USA is the developer of KORONA POS, which is a cloud-based point-of-sale platform built for retailers, ticketing operations, and specialty businesses. We combine powerful technology with a customer-first approach, helping our clients streamline operations, grow revenue, and get the most out of their software investment. As we scale, we're building out a dedicated implementation function for the first time, and we're looking for the right person to lead it.

This is a ground-floor role. KORONA POS is formalizing its customer implementation process, and this Implementation Manager will be the person who builds it. You'll own the end-to-end experience for new mid-market customers, from the moment a contract is signed through a stable, successful go-live, while also creating the playbooks, templates, and workflows that will define how we onboard customers for years to come.

You'll work at the intersection of Sales, Support, and Development, serving as the single point of accountability for new customer projects. You're equally comfortable on a call with a new customer and in a planning session with developers.

Key Responsibilities:

• Sales-to-PM handoff: join pre-close calls with Sales to capture customer expectations and commitments before contracts are signed
• Customer kickoff: lead structured kickoff calls that set clear timelines, introduce the team, and build trust from day one
• Discovery and scoping: work with customers and internal teams to map requirements, distinguish standard configuration from custom work, and build realistic project plans
• Implementation coordination: keep Development and Support on track, remove blockers, and ensure nothing falls through the cracks
• Training coordination: schedule and confirm customer training sessions before go-live so teams are ready to use the system
• Go-live support: be the customer's primary contact on launch day, triaging issues and coordinating rapid responses
• Post-launch stabilization: maintain close contact for 2-4 weeks post-launch before formally transitioning customers to ongoing Support
• Process building: document what works, build repeatable templates and checklists, and continuously improve the onboarding experience
• Internal projects: manage cross-functional initiatives such as new software integrations, coordinating between Development and other internal stakeholders to keep projects scoped, on schedule, and well-communicated.

What We're Looking For:

• 1-3 years of project management or implementation experience at a software or SaaS company
• Demonstrated experience managing customer-facing implementations or onboarding projects end-to-end
• Comfortable operating in ambiguity, having built processes from scratch rather than just following existing playbooks
• Strong communicator who can translate technical concepts for non-technical customers and keep cross-functional teams aligned
• Organized and proactive, with a track record of catching problems before they escalate
• Collaborative and personable, able to build trust quickly with customers and colleagues alike
• Experience with CRM, project management, or ticketing tools is a plus

Job Benefits:

• Healthcare reimbursement program
• SIMPLE IRA retirement plan
• Flexible PTO
• Work schedule based in Las Vegas, NV

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling and climbing. The employee must frequently lift and/or move items over 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

COMBASE USA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.