Implementation Manager III

Role Description

We’re seeking an experienced implementation professional to own the end-to-end onboarding journey for new RevolutionParts customers — from Sales handoff through live launch and post-launch value confirmation. You will lead structured, milestone-gated implementations, enforce readiness gates before advancing phases, validate technical integrations, co-create measurable success plans, train dealer teams, and execute clean handoffs to Customer Success. The Implementation Manager II manages a portfolio of 10–40 concurrent client implementations across tiers of complexity and is the single thread of accountability from handoff to first value.

Key Responsibilities

• Own the full onboarding lifecycle across a defined journey: Sales Handoff → Kickoff → Success Plan → Configuration & Channel Setup → Training → Launch → Time to Value & CSM Handoff.
• Enforce hard readiness gates at each milestone; document blockers, reschedule as needed, and communicate go/no-go decisions clearly.
• Manage 10–40 concurrent implementations with varying timelines, tiers, and complexity without dropping threads.
• Evaluate inbound handoffs against a structured readiness checklist; identify gaps in data, expectations, or solution fit before scheduling kickoff.
• Provide feedback on handoff quality and partner with Sales leadership on pattern issues and enablement opportunities.
• Provision and stage accounts and selling channels through defined CRM workflows; troubleshoot provisioning errors methodically.
• Validate critical integrations and configurations using documented test protocols (e.g., data feeds, inventory/warehouse mapping, domain/DNS, payment processing flows).
• Perform pre-launch QA to confirm operational readiness across all configured modules and workflows.
• Lead a working-session Success Plan that defines measurable outcomes (e.g., revenue, order volume, operational KPIs), first-value milestones, owners, and dates.
• Translate high-level goals into time-bound targets and surface risks with clear mitigation plans.
• Deliver structured training that prepares customer teams to operate independently: order processing, refunds/cancellations, fulfillment, and reporting basics.
• Run live test transactions to validate end-to-end readiness and build operator confidence.
• Run every call from a defined agenda; open with goals, close with read-back of action items, owners, due dates, and the next meeting on the calendar.
• Send timely recap communications and validate “homework” completion with objective evidence before advancing milestones.
• Coordinate with internal technical, design/creative, and go-to-market teams to sequence work and resolve blockers.
• Execute a thorough CSM handoff: document goals, risks, open items, and establish continuity with the customer.
• Maintain accurate, real-time records in Salesforce (or similar CRM) and in the customer success platform for journey progress, action items, and risk tracking.
• Document decisions and status in the system of record — not in personal notes — ensuring visibility and continuity.

Who You Are

• Gate Enforcer: You protect the process by upholding readiness criteria without harming the relationship.
• Structured Operator: You execute from playbooks, agendas, templates, and consistent documentation.
• Technical Problem-Solver: You can follow runbooks to diagnose integration/configuration issues and know when and how to escalate.
• Customer Translator: You make complex concepts simple and confirm understanding throughout.
• Accountability Driver: You assign owners, set due dates, and validate completion with evidence.
• Portfolio Manager: You comfortably manage dozens of concurrent projects with clarity on status and next steps.
• Risk Spotter: You identify churn signals early and propose concrete mitigations.

Requirements

• 3+ years in Implementation Management, Technical Onboarding, or Project Management within SaaS or eCommerce environments.
• Proven ability to manage 10+ concurrent client implementations with cross-functional stakeholders.
• Experience enforcing quality gates/readiness checkpoints and making clear go/no-go calls.
• Hands-on proficiency with CRM tools (Salesforce preferred) for account staging and implementation tracking.
• Experience with customer success platforms (e.g., ChurnZero, Gainsight, Totango) for journey and task management.
• Ability to validate technical configurations and integrations via documented test plans (e.g., data feeds, payments, domains, or similar).
• Exceptional written and verbal communication; adept at structured recap emails and milestone communications.
• High school diploma or equivalent required; Bachelor’s degree preferred.

Preferred Qualifications

• Automotive industry or dealership operations exposure.
• eCommerce platform implementation or site configuration experience.
• Familiarity with inventory systems or marketplace/channel concepts.
• Basic web administration (DNS/domain), website design collaboration, or CMS/theming experience.
• Training/teaching experience for non-technical users.
• SaaS experience and comfort with API-driven ecosystems.

Performance Measures

• On-time milestone progression and launch rate across portfolio.
• Quality of handoffs (Sales→Implementation and Implementation→CSM) and documentation completeness.
• Time to First Value (e.g., first completed orders) against success plan targets.
• Customer satisfaction with onboarding experience and training effectiveness.
• Adherence to process (templates, agendas, recap standards) and data hygiene in systems of record.

AI Fluency & Modern Tooling

At RevolutionParts, we expect team members to actively use modern tools — including AI-powered systems — to improve decision-making, productivity, and quality of work. This includes:

• Using AI tools responsibly to accelerate research, analysis, documentation, and problem-solving.
• Exercising strong judgment around data privacy, accuracy, and ethical use.
• Continuously learning and adapting as AI capabilities evolve.
• Proven examples of using AI to improve outcomes in prior roles is expected.

Benefits

RevolutionParts is proud to provide all full-time Revolutionaries with a comprehensive employment package including competitive compensation, career development, benefits, 401K match, parental leave, and many more valuable perks. You can learn more about our core-value driven culture at our career page.

Equal Opportunity Employer

RevolutionParts is an Equal Opportunity Employer; we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender orientation, gender identity or expression, sexual identity, sexual orientation, age, marital status, family status, genetic information, veteran status, or disability status.

Please Note: You will only receive correspondence through the Gem ATS or from a @revolutionparts.com email address. If you are receiving communication through any other platform or domain, it may be fraudulent, and we urge you to ignore the communication.

The salary range listed reflects the base pay only. In addition, this role includes a variable bonus structure based on performance metrics with a target of 10% annually.