Implementation Manager

AlertMedia; Austin (TX); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Competitive base salary

Company bonus program

Generous time off

Job summary

AlertMedia, a mission-driven analytics and emergency communications company, is seeking an Implementation Manager to own multi-client deployments from kickoff to transition to Customer Success. You will guide customers through deployment milestones, ensure value delivery, and partner with product and support teams to scale implementations.

Based in Austin, TX, this role emphasizes cross-functional collaboration, data-driven decision making, and thoughtful adoption of AI and automation to

Qualifications

• 3+ years in a strategic customer-facing role.
• 2+ years leading SaaS implementations with PM skills.
• Experience navigating large, decentralized organizations with competing priorities.
• Proven ability to influence stakeholders from managers to executives.
• Thoughtful use of AI to synthesize information and drive outcomes.

Responsibilities

• Own multiple concurrent customer implementations, balancing value delivery with timelines.
• Lead kickoff meetings and translate pre-sales objectives into a structured plan.
• Facilitate regular implementation sessions and address customer objections.
• Act as strategic advisor translating objectives into scalable AlertMedia programs.
• Collaborate with Customer Operations to share best practices and product capabilities.
• Communicate actions across teams and provide regular project updates to customers.

Skills

Strategic customer-facing experience

Project management

SaaS implementations

Cross-functional collaboration

AI & emerging tech awareness

Tools

Excel

Salesforce

Gainsight

monday.com

Job description

AtAlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity.

Our core values drive us in our important mission of keeping people safe and informed:

• We’re humans not robots
• Customers always come first
• We work better together
• Simplicity is our strength
• Our reputation is priceless
• Hard work pays off

AlertMedia is looking for a customer-focused Implementation Manager who will take immediate ownership of our customer relationships with a focus on providing the highest level of strategic partnership as they begin their customer journey. The Implementation Manager (IM) serves as a thought partner, product expert, and project manager. As a part of AlertMedia’s larger Customer Operations team, IMs believe that implementation sets the tone for our long‑term partnership, leading to customer advocacy and future renewals. IMs are determined to guide customers through a successful deployment, accomplishing key milestones and maximizing product and feature enablement, before transitioning the customer to the dedicated Customer Success Manager (CSM).

Who you are:

You are an accomplished IM with proven success in strategically onboarding and implementing a project or software across a range of customer profiles. You naturally approach situations with a consultative, solution‑driven approach and embrace each customer relationship as a true partnership. You are comfortable navigating ambiguity, synthesizing complex information, and leveraging AI and emerging technologies to enhance strategic thinking, communication, and customer outcomes. You are a dedicated customer advocate who thrives in complex environments, enjoys working cross‑functionally, and is energized by helping customers translate business objectives into meaningful outcomes.

What you get to do every day:

• Act as the primary owner of multiple concurrent customer implementations, balancing time to value with customers’ intended timelines
• Lead the customer kickoff meeting, translating pre‑sales objectives into a structured implementation plan by aligning on business outcomes, success criteria, stakeholders, and mutually agreed‑upon expectations
• Facilitate regular implementation working sessions with the customer, navigating customer objections when warranted
• Serve as a strategic advisor to customer stakeholders, helping translate business objectives into scalable AlertMedia programs, operational processes, and long‑term success plans
• Strategize with the larger Customer Operations team to provide customers with industry‑specific best practices, proven AlertMedia solutions, and emerging capabilities that support operational maturity and long‑term program success
• Clearly communicate action items across internal and external teams and provide regular project updates to the customer
• Sensitively manage and interpret data, consulting on data imports and automations
• Respond to customer inquiries in a thoughtful and timely manner, displaying ownership in all interactions
• Diligently manage implementation milestones and overall project status internally in Gainsight and monday.com
• Ensure visibility for the dedicated CSM throughout implementation, leading to a seamless IM‑to‑CSM transition once the customer is deployed
• Actively participate in a cross‑functional feedback loop with Leadership and Product Management teams to continuously improve, scale, and modernize the strategic implementation experience, including the thoughtful adoption of AI, automation, and emerging product capabilities
• Contribute to AlertMedia’s culture, values, and vision for the future

What you bring to the role:

• 3+ years’ experience in a strategic customer‑facing role as Implementation Manager/Customer Success Manager/Account Manager
• 2+ years’ experience leading SaaS implementations with demonstrated project management skills and the ability to prioritize competing customer needs
• Experience navigating complex, decentralized, multi‑national organizations with competing stakeholder priorities
• Proven ability to build credibility and influence stakeholders ranging from project managers and system administrators to executive sponsors and business leaders
• Thoughtful use of AI and emerging technologies to synthesize information, improve decision‑making, enhance communication, and drive customer outcomes while maintaining strong judgment and customer empathy
• Proficiency in Excel is required; experience with Salesforce, Gainsight, and monday.com is preferred
• Enthusiasm for partnering cross‑functionally with Customer Success, Customer Support, Technical Solutions, Sales, Marketing, Product Management, and Engineering, including Executive‑level visibility
• Strong analytical, negotiation, and creative problem‑solving skills
• The aptitude to learn and be coached

Location and Sponsorship:

Strong preference for candidates located in Austin, Texas to work a hybrid (2 days a week) in our downtown headquarters with flexibility for travel for occasional customer on‑sites.

This position is not eligible for visa sponsorship. Candidates must have existing authorization to work in the U.S. without the need for sponsorship now or in the future.

Why you’ll love working at AlertMedia:

• Competitive base salary + Company‑wide bonus program
• Generous and flexible time off and parental leave policies
• Health benefits – Medical, Dental, Vision and Life Insurance are 100% paid for employees
• 401(k) with generous company match
• Amazing rewards and incentives – we celebrate each other
• Commitment to community service with opportunities to give back
• A Best Places to Work company 10 years in a row and numerous other awards
• Access to new downtown office with 360 views of Austin, high‑tech building gym and nearby running trails
• Ongoing career development opportunities through our Learning & Development team
• Meaningful work while growing your career in a fast‑moving, global company with an award‑winning culture

About AlertMedia:

AlertMedia, backed by Vista Equity Partners, helps organizations protect their people and businesses through all phases of an emergency. Our award‑winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including JetBlue, Coca-Cola Bottling, and Walmart—in more than 150 countries.

We are an equal‑opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.