Manager managing a small team of administrators providing efficient client service at Apex Group. Focus on investor queries, team collaboration, and maintaining relationships.
About the role
- Implementation Manager leading efficient onboarding processes for medical transportation SaaS. Collaborating with teams to enhance customer experiences and ensuring successful project delivery with over 40% travel required.
Responsibilities
- Own the end-to-end implementation process, from kickoff through customer go-live, ensuring smooth adoption and measurable outcomes.
- Design and deploy automation tools, templates, and playbooks that streamline onboarding for high-volume growth customers.
- Collaborate with Product and Engineering to influence features that improve implementation efficiency and customer experience.
- Partner with Customer Success to ensure seamless handoff and continuity of customer outcomes.
- Continuously analyze and improve implementation metrics (time-to-value, activation, satisfaction).
- Build repeatable processes and training content (e-learning, in-app guides, knowledge base) that empower customers and internal teams.
- Act as a voice of the customer, feeding implementation challenges and insights into product roadmaps.
- Travel up to 40% to Buffalo NY and/or client locations.
Requirements
- 3–5+ years in SaaS implementation, onboarding, customer success, or product operations
- Proven experience designing scalable, automated workflows in customer onboarding
- Strong project management skills; ability to manage multiple complex implementations
- Excellent problem-solving and communication skills
- Comfort working cross-functionally with product, engineering, and customer-facing teams
- Bonus: background in instructional design, process automation tools (Zapier, HubSpot, Salesforce, etc.), or healthcare/transportation SaaS.
Benefits
- Competitive pay with annual bonus opportunity
- Health, dental, and vision insurance
- Paid time off, holidays, and flexible core business hours
- 401(k) retirement plan with company contribution
- Professional development opportunities, including training and conferences
- A collaborative, mission-driven culture where your impact is seen and valued
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