Implementation Account Manager

Jobtailor; Austin (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Esper seeks an experienced Implementation Manager to lead complex SaaS deployments in the government sector, partnering with executive sponsors and cross-functional teams to map processes, configure workflows, and drive user adoption. You will balance client needs with product capabilities to achieve rapid, tangible outcomes.

You will coordinate delivery across Professional Services, Engineering, Product, and Customer Success, track timelines, and ensure go-lives on schedule while maintaining

Qualifications

• Bachelor's degree or equivalent experience preferred.
• Minimum of 2 years in implementation management, consultative account management, or delivery-focused PM in SaaS.
• Experience mapping business processes, configuring workflows, and driving user adoption.
• Strong EQ and discovery skills; able to articulate tech boundaries and business value to executives.
• Excellent organization and communication; able to push back on out-of-scope requests while maintaining client relations.
• Capable of managing multiple complex deployments and tight deadlines.
• Familiar with PSA and CRM tools; adaptable to evolving product.
• Knowledge of government concepts, regulatory frameworks, or policymaking is a plus.
• Familiar with Teamwork, Rocketlane, Jira, Asana.
• PMPs, CAPMs, Prosci or change management certs are a plus.

Responsibilities

• Drive Time-to-Value by defining deployment scope, milestones, and workflow mapping.
• Enforce guardrails to balance client needs with product capabilities.
• Navigate change management with executive sponsors during deployment.
• Track delivery rigor and ensure go-live within contract boundaries.
• Coordinate cross-functional teams to shield core engineering from unstructured requests.
• Lead smooth post-launch handoff to Customer Success.
• Identify upsell or expansion opportunities during onboarding for Sales/CS.
• Participate in pre-sales scoping to validate implementation scope and timelines.
• Occasionally travel for executive kickoffs, workshops, or training.
• Contribute to ESPer's deployment methodology and templates.
• Log billable hours and maintain project status against metrics.

Skills

Implementation management

Business process mapping

Workflow configuration

Project management

User adoption strategies

Education

Bachelor's degree or equivalent experience

Tools

PSA

CRM tools

Teamwork

Rocketlane

Jira

Asana

Job description

• Drive Time-to-Value (TTV): Establish deployment scope, technical configuration milestones, and workflow mapping to ensure customers achieve rapid, meaningful business outcomes from the Esper platform.
• Enforce Configuration Guardrails: Manage a portfolio of deployments within a strict, time-bound delivery lifecycle, aggressively mitigating scope creep by balancing client business needs against standard product capabilities.
• Navigate Change Management: Act as the primary strategic point of contact for executive sponsors and operational business owners during the high-stakes deployment phase, guiding them through institutional friction and adoption challenges.
• Track Delivery Rigor: Monitor and manage project health, timelines, and implementation deliverables in Teamwork to ensure accounts go live on schedule and within contract boundaries.
• Protect Technical Resources: Coordinate cross-functional efforts across Professional Services, Engineering, Product, and Customer Success to align technical configurations and shield core engineering teams from unstructured custom requests.
• Strategic Handoff Leadership: Formally evaluate project closure and drive a flawless post-launch handoff to the long-term Customer Success Manager (CSM), passing along clean workflow documentation to eliminate early-stage churn risk.
• Support Commercial Alignment: Review Statements of Work (SOWs) and change orders, identifying potential upsell, expansion, or expert/managed services opportunities during onboarding to pass to the Sales and CS teams.
• Pre-Sales Scoping Validation: Participate in the sales process as needed to validate implementation scope, timeline constraints, and delivery frameworks for incoming enterprise opportunities.
• On-Site Relationship Building: Occasionally travel to government customer sites to conduct executive kickoffs, process mapping workshops, or user training sessions to solidify client trust.
• Methodology Contribution: Contribute to Esper's evolving Professional Services delivery methodology, configuration templates, and onboarding best practices to improve deployment margins and scalability.
• Professional Services Rigor: Log billable hours and account status accurately and on time to meet core operational metrics.

Requirements

• Bachelor's degree in business, computer science, public administration, or a related field (preferred), or equivalent experience.
• Minimum of 2 years of implementation management, consultative account management, or delivery-focused project management experience in a SaaS environment.
• Demonstrated experience navigating business process mapping, workflow configuration, and user adoption strategies.
• Strong emotional intelligence (EQ) and consultative discovery skills, with an ability to speak fluently about both technical product boundaries and executive-level business value.
• Strong organizational and communication skills, both verbal and written, with the ability to firmly push back on out-of-scope requests while maintaining positive client relationships.
• Ability to manage multiple complex deployments, prioritize competing internal and external demands, and work under tight deadlines.
• Technical aptitude and proficiency with Professional Services Automation (PSA) and CRM tools.
• Ability to adapt to a rapidly evolving product and respond strategically to customer operational needs.
• Knowledge of government operational concepts, regulatory frameworks, or policymaking processes is a strong plus.
• Familiarity with project management and collaboration tools (e.g., Teamwork, Rocketlane, Jira, Asana).
• PMP, CAPM, or change management certifications (e.g., Prosci) are a plus.
• A genuine interest in public policy and how technology can transform how government operates.

Core Competencies

Demonstrates expertise in implementation management and consultative account management within a SaaS environment, focusing on business process mapping, workflow configuration, and user adoption strategies. Strong organizational and communication skills are essential for managing complex deployments and maintaining positive client relationships.

Highest-signal resume keywords

• Implementation Management
• Business Process Mapping
• Workflow Configuration
• Professional Services Automation (PSA)
• Change Management Certification

Hard Skills

• Implementation Management
• Business Process Mapping
• Workflow Configuration
• Project Management
• User Adoption Strategies

Soft Skills

• Emotional Intelligence (EQ)
• Consultative Discovery Skills
• Organizational Skills
• Communication Skills

Certifications & Qualifications

• PMP
• CAPM
• Change Management Certification
• Prosci

Industry Keywords

• SaaS
• Government Operational Concepts
• Regulatory Frameworks
• Policymaking Processes

Tools & Technologies

• Professional Services Automation (PSA)
• CRM Tools
• Teamwork
• Rocketlane
• Jira
• Asana