Implementation Manager
- Compensation
- Not disclosed
- Location
- New York
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 5+ years
- Category
- Customer success
- Posted
Skills
Must have
- Experience: 5+ years in implementation, onboarding, or delivery at a SaaS, data, or adtech/martech company, running several enterprise customer projects at once.
- Project management: you're highly organized, with exceptional attention to detail. You're strong in Jira or similar tools. PMP or a similar certification is a plus.
- Customer presence: you lead meetings with customer Directors/VPs.
- Writing: your customer emails, status updates, and recaps are clear, concise, and polished.
- Data comfort: you're at home in spreadsheets and dashboards and can QA a delivery with confidence.
- AI tools: you’re comfortable using AI every day to analyze, draft, and prepare, so you can do more for every customer. Importantly, AI is not a replacement for critical thinking or delegating ownershi
Full description
About Covariance
Covariance is a fast-growing MIT spinout reimagining advertising. We help the F500 obtain drastically better outcomes through advanced AI and proprietary data. We are looking for motivated, detail-oriented team members that are excited about working on the frontier of AI products.
- Team of 35 headquartered in NYC
- Winner of Harvard Business School Innovation Prize & named a Top 25 MIT startup to watch
Role
Covariance is hiring an Implementation Manager to own product delivery for the world's largest brands after they sign. The role starts with customer onboarding and continues after launch: handle customer requests, coordinate deliveries, and prepare periodic releases. You're accountable for how fast each customer goes live and starts getting value. This is a post-sale role, individual contributor to start. You'll run the projects, timelines, and configuration of our tools — coordinating with our product and engineering teams. You’ll report directly to the executive team.
Responsibilities
- Onboarding: take customers from signature to live via account setup, QA, review, and launch.
- Customer delivery plans: turn each customer's goals and success criteria into a shared plan with milestones, dependencies, owners, and dates.
- Manage cross-team delivery: run cross-functional workstreams.
- Executive engagement: run working sessions and status reviews — keep everyone aligned on goals, scope, and timelines, and stay ahead of risks.
- Requests and issues: own each customer request from intake to resolution. You’ll gain expertise with our AI products to help clients, and bring in Engineering only when needed.
- Playbook and delivery metrics: build the onboarding playbook, request intake, and release process so every customer gets a consistent experience as we scale – improving time to live on each iteration.
Qualifications
- Experience: 5+ years in implementation, onboarding, or delivery at a SaaS, data, or adtech/martech company, running several enterprise customer projects at once.
- Project management: you're highly organized, with exceptional attention to detail. You're strong in Jira or similar tools. PMP or a similar certification is a plus.
- Customer presence: you lead meetings with customer Directors/VPs.
- Writing: your customer emails, status updates, and recaps are clear, concise, and polished.
- you're at home in spreadsheets and dashboards and can QA a delivery with confidence.