Implementation Manager

Summary

Join Invoca as an Implementation Manager and lead successful deployments of our Call Tracking and Analytics solution. You will manage customer projects, ensuring timely completion and seamless onboarding. Collaborate with customers to understand their needs and tailor implementation strategies. Become an expert on the Invoca platform, training customers on its functionalities. Provide technical implementation support, optimize processes, and collaborate with cross-functional teams. Contribute to continuous improvement and help scale processes to meet the needs of a growing SaaS organization. This role requires strong project management, product expertise, and communication skills.

Requirements

• 2+ years of experience in a customer-facing, project management, or implementation role for a SaaS or technology company
• Proven ability to manage multiple customer projects with strong prioritization and time management skills
• Deep product expertise and the ability to translate complex technical concepts for both technical and non-technical audiences
• Strong interpersonal and communication skills, capable of discussing both technical details and business strategy
• Ability to follow structured processes while adapting to customer needs and business objectives
• Strong analytical skills with a data-driven approach to decision-making
• Ability to think critically, solve complex problems, and work well under pressure
• Experience with CRM and project management tools (e.g., Salesforce, Jira)

Responsibilities

• Oversee a portfolio of customer implementation projects, ensuring timely completion and successful execution
• Collaborate with customers to understand business objectives and tailor implementation strategies to their needs
• Become an expert on the Invoca platform, training customers on core functionalities, integrations, APIs, and webhooks
• Assist customers in deploying Invoca’s JavaScript, integrating with MarTech platforms, and optimizing workflows
• Identify and implement best practices to enhance efficiency, scalability, and customer experience
• Partner with Sales, Sales Engineering, Product and Customer Success to ensure smooth handoffs and consistent customer communication
• Quickly identify potential issues, escalate as necessary, and proactively resolve challenges to ensure a positive onboarding experience
• Gather insights from onboarding experiences to advocate for feature enhancements and inform product development
• Maintain accurate project records, track milestones, risk and ensure adherence to implementation Service Level Objectives using project management and CRM tools

Preferred Qualifications

• Experience with marketing technologies such as Google AdWords, Google Analytics, Salesforce, and Adobe
• Technical background with working knowledge of HTML, JavaScript, CSS, and other web-related languages
• Background in telecom, automotive, marketing, mobile, or digital media industries
• Experience in the affiliate marketing space
• Familiarity with Agile project management methodologies

Benefits

• Flexible Time Off – We encourage a healthy work-life balance. Our flexible paid time off policy allows you to recharge and take time away as needed
• Paid Holidays – Invoca provides 20 U.S. paid holidays , including a winter break, giving you ample opportunity to refresh and spend time with friends and family
• Health Benefits – Our healthcare program includes medical, dental, and vision coverage, with multiple plan options to choose what works best for you and your family. Fertility assistance is also included
• Retirement – Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%
• Stock Options – All employees are invited to share in Invoca’s success through stock options
• Mental Health Program – Well-being support on a broad range of issues is available through our SpringHealth program
• Paid Family Leave – Up to 12 weeks of 100% paid leave is provided for baby bonding, adoption, and caring for family members
• Paid Medical Leave – Up to 12 weeks of 100% paid leave is provided for childbirth and medical needs
• InVacation – As a thank-you to our long-term team members, we offer a bonus after 7 years of service
• Wellness Subsidy – We provide a subsidy that can be applied toward gym memberships, fitness classes, and more