[Hiring] Implementation Manager @Vividly

Role Description

The Implementation team at Vividly plays a critical role in turning a customer's solution design into a successful, operational Vividly experience. Our Implementation Managers are both hands-on platform configurators and end-to-end project managers. They take an approved solution design and translate it into Vividly configuration, customer workflows, data setup, training, testing, and ultimately go-live.

Implementation Managers serve as the primary point of contact throughout onboarding, coordinating across customers, Solution Architecture, Integrations, Managed Services, Customer Success, Product, and other internal teams to keep complex projects moving forward.

We're looking for someone who enjoys:

• Solving problems
• Understanding complex workflows
• Configuring software
• Managing multiple moving pieces
• Creating an onboarding experience that gives customers confidence

What You'll Do

• Own the end-to-end implementation project for assigned customers, from post-Solution Alignment through configuration, training, UAT, go-live, and transition.
• Serve as the primary project manager and day-to-day customer lead throughout onboarding, owning timelines, milestones, dependencies, risks, decisions, customer actions, and overall project health.
• Translate approved Solution Architecture designs into accurate, scalable Vividly platform configuration.
• Configure customer workflows, master data, promotion structures, deduction-related settings, reporting requirements, user access, and other applicable platform components based on the approved solution.
• Understand the business purpose behind the configuration.
• Prepare, transform, import, map, and validate customer datasets.
• Validate configured workflows against the approved solution design and expected customer experience before progressing into training, UAT, and go-live.
• Lead customer implementation meetings with confidence, clear direction, and strong follow-through.
• Hold customers and internal stakeholders accountable to agreed actions, decisions, and timelines.
• Proactively identify risks, blockers, dependencies, and decisions that could impact scope, timeline, or customer readiness and drive them toward resolution.
• Coordinate cross-functional onboarding workstreams, including Integrations and Managed Services.
• Deliver initial platform and workflow training to establish customer operational readiness.
• Guide customers through UAT and confirm that configured workflows operate as intended before go-live.
• Assess customer readiness across configuration, data, training, integrations, services dependencies, and outstanding customer actions.
• Complete structured handoffs to Customer Success and Managed Services.
• Troubleshoot configuration and data issues, identify root causes, and coordinate with the appropriate internal teams.
• Identify recurring implementation challenges and contribute to improving our playbooks, templates, automation, processes, and overall customer onboarding experience.

Solution Design & Change Management

• Use the approved Solution Architecture design as the source of truth for configuration and implementation execution.
• Understand the business requirements, assumptions, decisions, and intended customer experience behind the solution.
• Recognize when newly discovered requirements or customer requests materially differ from the approved design.
• Challenge assumptions when a requested change could introduce unnecessary complexity, downstream risk, or significant rework.
• Distinguish between configuration decisions you can independently make and material solution changes that require Solution Architecture to re-engage.
• Document implementation decisions and ensure material changes are reflected in the appropriate documentation.
• Help customers move toward scalable future-state workflows.

What You'll Bring

• 3–5+ years of experience in SaaS implementation, implementation consulting, customer onboarding, or a similar customer-facing delivery role.
• Demonstrated experience hands-on configuring a SaaS platform based on documented business requirements or solution designs.
• Proven experience independently managing customer implementations from configuration through UAT, go-live, and handoff.
• Experience managing multiple concurrent customer projects with competing priorities, dependencies, stakeholders, and deadlines.
• Ability to understand complex business workflows and translate approved requirements into accurate system configuration.
• Strong judgment and the ability to recognize when a customer request represents a normal configuration decision versus a material change to an approved solution.
• Experience working with customer datasets using Excel or Google Sheets.
• Strong project management and organizational skills.
• Excellent customer-facing communication and facilitation skills.
• Strong problem-solving skills and comfort operating in ambiguity.
• Demonstrated ability to identify implementation risks early and drive decisions toward resolution.
• Ability to thrive in a fast-moving environment.
• A genuine passion for customer experience and helping customers successfully adopt new technology.

Nice to Have

• Experience implementing financial, ERP, accounting, planning, supply chain, retail, or other workflow-heavy SaaS products.
• Experience working with ERP systems, integrations, APIs, data migrations, or system-to-system workflows.
• Experience in consumer packaged goods (CPG), retail, trade promotion management (TPM), sales planning, finance, or accounting.
• Experience leading UAT, customer training, and change-management activities.
• Experience using AI or automation to improve implementation workflows.

What Success Looks Like

• Independently take an approved customer solution and turn it into an accurate, operational Vividly configuration.
• Confidently lead the customer through their implementation plan.
• Manage multiple implementations simultaneously without sacrificing quality.
• Understand enough of the customer's business process to explain why the platform is being configured a certain way.
• Identify risks, dependencies, and potential design changes before they create downstream rework.
• Prepare customers for successful go-live and provide clean, structured handoff.
• Consistently deliver implementations that are on time, within scope, and positioned for long-term customer adoption and value.

Benefits

• A modern, remote-first workplace with flexibility.
• Vividly days off & flexible PTO.
• Competitive Benefits including healthcare, dental, and vision.
• 401(k) with a 3% employer contribution.
• Weekly $20 Sharebite Meal Stipend.
• Monthly $50 Wellness Reimbursement.
• Monthly $200 Remote Work Stipend.

Company Description

• Kind Ambition - We push boundaries with empathy and integrity.
• Keep It Real - We are transparent, honest, and authentic.
• Customer Love - We act as trusted advisors to our customers.
• Own It - We take responsibility and drive outcomes.
• Urgency Wins - We move quickly and focus on impact.
• Pull Together - We collaborate to win as a team.