Strategic Implementation Manager

Do work that matters.   At AlertMedia, everything we do supports our mission:  To save lives and minimize loss by identifying active threats globally and facilitating the timely communications when an emergency threatens personal safety and business continuity.     Our core values drive us in our important mission of keeping people safe & informed:    We’re humans not robots   We work better together    Simplicity is our strength   Our reputation is priceless   Hard work pays off   AlertMedia is looking for a customer-focused  Strategic Implementation Manager  who will take immediate ownership of our largest Enterprise customer relationships with a focus on providing the highest level of strategic partnership as they begin their journey. The Strategic Implementation Manager (IM) serves as a thought partner, product expert, and project manager. As a part of AlertMedia’s larger Customer Operations team, IMs believe that implementation sets the tone for our long-term partnership, leading to customer advocacy and future renewals. IMs are determined to guide customers through a successful deployment, accomplishing key milestones and maximizing product and feature enablement, before transitioning the customer to the dedicated Customer Success Manager (CSM).     As one of the fastest growing software companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand!      Who you are:      You are an accomplished IM with proven success in strategically onboarding and implementing a project or software across a range of customer profiles. You naturally approach situations with a consultative, solution-driven mindset and embrace each customer relationship as a true partnership. You are comfortable navigating ambiguity, synthesizing complex information, and leveraging AI and emerging technologies to enhance strategic thinking, communication, and customer outcomes. You are a dedicated customer advocate who thrives in complex environments, enjoys working cross-functionally, and is energized by helping customers translate business objectives into meaningful outcomes.   What you get to do every day:      Act as the primary owner of no more than 8 concurrent customer implementations, balancing time to value with customers’ intended timelines     Lead the customer kickoff meeting, translating pre-sales objectives into a structured implementation plan by aligning on business outcomes, success criteria, stakeholders, and mutually agreed-upon expectations   Facilitate regular implementation working sessions with the customer, navigating change management and customer objections when warranted    Serve as a strategic advisor to customer stakeholders, helping translate business objectives into scalable AlertMedia programs, operational processes, and long-term success plans   Strategize with the larger Customer Operations team to provide customers with industry-specific best practices, proven AlertMedia solutions, and emerging capabilities that support operational maturity and long-term program success   Clearly communicate action items across internal and external teams and provide regular project updates to the customer    Sensitively manage and interpret data, consulting on data imports and automations    Respond to customer inquiries in a thoughtful and timely manner, displaying ownership in all interactions    Diligently manage implementation milestones and overall project status internally in Gainsight and monday.com   Ensure visibility for the dedicated CSM throughout implementation, leading to a seamless IM-to-CSM transition once the customer is deployed    Actively participate in a cross-functional feedback loop with Leadership and Product Management teams to continuously improve, scale, and modernize the Strategic implementation experience, including the thoughtful adoption of AI, automation, and emerging product capabilities   Contribute to AlertMedia’s culture, values, and vision for the future   What you bring to the role:      4+ years’ experience in a strategic customer-facing role as Implementation Manager/Customer Success Manager/Account Manager   2+ years’ experience in Enterprise implementation and project management in a SaaS environment    Desire to work with demanding, decentralized, multi-national customers    Comfortable engaging with stakeholders ranging from project managers and system administrators to executive sponsors and business leaders   Demonstrated ability to thoughtfully leverage AI and emerging technologies to synthesize information, improve decision-making, enhance communication, and drive customer outcomes while maintaining strong judgment and customer empathy   Experience using Excel is required   Experience using Salesforce, Gainsight, monday.com is preferred   Excellent project management skills with proven ability to prioritize competing tasks    Self-motivated and action-oriented, yet willing to work within a team environment     Enthusiasm in collaborating with all members of our team (Customer Success, Customer Support, Technical Solutions, Sales, Marketing, Product Management, Engineering), including Executive-level visibility    Location: Preference for candidates located in Austin, Texas to work a hybrid schedule (2 days/week) in our downtown headquarters with flexibility to travel for occasional customer onsites   Sponsorship: AlertMedia does not sponsor candidates. Candidate must not require sponsorship now or in the future. Why you’ll love working at AlertMedia:      At AlertMedia, you won’t just build your career — you’ll be part of something meaningful, surrounded by people who genuinely care about the work and each other.   Competitive base salary + Company-wide bonus program    Generous and flexible time off and parental leave policies