Customer Implementation Manager

Summary

Join May Mobility's expanding Customer Success team as a Customer Implementation Manager, overseeing new site launch projects. You will build and execute project management processes to enable May's growth and scalability, ensuring successful planning and launching of services in new markets. This customer-facing role involves working closely with internal teams to organize workflows and deliver value. Responsibilities include managing multiple projects, communicating across teams, managing expectations and timelines, improving launch processes, and building cross-functional relationships. You will proactively identify and mitigate project risks, travel to launch sites, lead meetings, and report on project outcomes. The role requires strong communication, problem-solving, and cross-functional collaboration skills.

Requirements

• Ability to organize and communicate clear deliverables and deadlines for individual projects
• Proficiency in connecting individual projects with broader business objectives that improve organizational performance
• Routinely work cross-functionally within May and across to our partners and customers to build trust and solve problems while helping customers realize May’s product value
• Integrate with internal and external stakeholders to deliver value
• Ability to quickly learn and become a subject matter expert on complex product offerings
• Leverage software solutions that enhance the organization and alignment of projects
• 5+ years experience in Customer Success with direct customer-facing experience
• Bachelor's Degree or equivalent experience
• Experience with problem-solving in a customer-facing environment
• Experience working cross-functionally with Engineering, Sales, Marketing, Product, and external partners
• Excellent verbal and written communication skills with the ability to explain complex and technical topics in an easily understood manner

Responsibilities

• Serve as the central contact for all things related to customer launches, owning the project management and delivery of new sites and expansions
• Manage multiple projects and clearly communicate across internal and external cross-functional teams
• Work with multiple stakeholders to manage expectations and timelines, ensuring clear and on-time project delivery
• Learn existing processes and analyze for improvements that reduce each customers’ time-to-value (TTV)
• Develop launch process playbooks in conjunction with the existing customer journey
• Build relationships and work cross-functionally to scope, plan and track each launch project, and drive process improvements across the organization
• Proactively identify project roadblocks and mitigate risks through advanced problem solving, critical and creative thinking skills, and escalation management
• Travel to site launches as needed to collaborate with Autonomy, Operations, Product, and customer teams
• Lead both internal and customer-facing meetings throughout the launch stage, providing clear updates on status and execution plans across multiple levels
• Own the post-mortem reporting process, focusing on successes, problem root causes, and actionable steps for improvement

Preferred Qualifications

• Location proximity to Arlington, TX or central time zone
• Previous experience working with a complex technical product
• Previous startup experience
• Mobility operations and/or autonomous vehicle experience

Benefits

• Comprehensive healthcare suite including medical, dental, vision, life, and disability plans
• Domestic partners who have been residing together at least one year are also eligible to participate
• Health Savings and Flexible Spending Healthcare and Dependent Care Accounts available
• Rich retirement benefits, including an immediately vested employer safe harbor match
• Generous paid parental leave as well as a phased return to work
• Flexible vacation policy in addition to paid company holidays
• Total Wellness Program providing numerous resources for overall wellbeing