Implementation Manager - Job DescriptionMotivity ABA

Position Overview

The Implementation Manager is a critical member of our onboarding team, responsible for ensuring successful customer onboarding and deployment of Motivity's solutions. This role owns the Time to Value (TTV) metric and supports clean handoffs to the post-sale team, directly impacting customer retention and expansion. The Implementation Manager serves as the primary point of contact during onboarding, setting the foundation for long-term customer success.

Key Responsibilities

Onboarding & Deployment

Lead end-to-end implementation process for new customers, ensuring timely and successful onboarding
Coordinate cross-functionally with internal teams to deliver seamless onboarding experiences
Own Time to Value (TTV) metrics and drive continuous improvement in implementation timelines

Commercial Ownership

Support clean handoff from sales and to post-sale team, ensuring all necessary documentation and context is transferred
Drive activities that directly support customer retention and expansion opportunities
Identify and communicate upsell or cross-sell opportunities during the implementation phase

Relationship Management

Establish expectations that set the tone for long-term customer success through active listening and staying present in every customer interaction
Understand customer pain points and work to resolve issues promptly; provide solutions when presented with issues in customer meetings
Translate customer needs effectively to internal audiences

Risk Management

Mitigate churn risk by ensuring customers achieve early wins and value realization
Manage escalations by pulling in appropriate resources from Motivity and customer organizations
Navigate complex and ambiguous situations with confidence, even when immediate answers aren't available

Project Management & Documentation

Track implementation timelines, milestones, and deliverables using CRM systems
Maintain accurate and up-to-date project documentation throughout the implementation lifecycle
Contribute to building out knowledge base documentation for ongoing process improvement
Ensure all stakeholders are informed of project status and any potential risks
Demonstrate high level of accountability for project outcomes and customer success

Training & Adoption

Deliver engaging and effective training sessions to customers of varying technical skill levels
Make sense of complex product features and translate them into clear, actionable guidance for customers
Serve as a dynamic presenter with strong “classroom management” skills, fielding questions while keeping sessions on track
Support timely responses on clinical questions related to Electronic Data Collection and ABA workflows
Monitor adoption metrics and proactively address barriers to full platform utilization

Required Skills & Qualifications

Core Competencies

Strong technical aptitude with curiosity for emerging technologies, particularly AI tools, and willingness to experiment with new solutions
Strong project management skills with ability to manage multiple implementations simultaneously
Exceptional training ability with skill in delivering engaging, effective learning experiences
Exceptional communication skills, both written and verbal, with the ability to explain complex concepts clearly and effectively
Active listening skills with ability to stay present and engaged in customer conversations
Highly organized with meticulous attention to detail
Excellent problem-solving abilities and critical thinking skills; able to think on your feet
Proactive mindset with ability to anticipate needs and take initiative
Comfort with ambiguity and ability to navigate situations where answers aren't immediately known
High level of accountability and ownership for outcomes
Customer-centric mindset with strong relationship-building capabilities
Passion for talking to people, learning about their needs, and demonstrating solutions

Experience & Background

3-5 years of experience in implementation, onboarding, training, or customer success roles or equivalent experience in the ABA space
Proven track record of successful software implementations or SaaS onboarding
Experience with CRM systems and project management tools
Solid knowledge of ABA or a related field (BCBA preferred but not required)
Demonstrated ability to work cross-functionally and influence without authority
Experience delivering training to groups with strong classroom management skills

Technical & Presentation Skills

Proficiency with CRM platforms for tracking and documentation
Comfortable learning new software systems quickly
Strong data analysis skills to track and improve TTV metrics
Experience creating and maintaining process documentation
Dynamic presentation skills with ability to engage audiences and field questions
Ability to keep training sessions on topic while remaining responsive to customer needs
Skilled at making sense of complicated situations and translating them for diverse audiences

What Makes You Successful in This Role

You love talking to people, learning about their needs, and demonstrating a fantastic solution – all while actively listening and staying in the moment
You're a dynamic presenter who can field questions from customers but also keep them on topic as needed
You have strong problem-solving skills and are able to solution in real time; you're comfortable navigating situations where you may not know the answer immediately, and you know how to find solutions or escalate appropriately
You take ownership and demonstrate a high level of accountability for your implementations and customer outcomes
You're proactive in identifying potential issues and opportunities before they become problems
You can make sense of complex, sometimes complicated situations and translate them into clear action steps

Success Metrics

Time to Value (TTV) for new customer implementations
Customer satisfaction scores during onboarding period
On-time completion of implementation milestones
Quality of handoff to post-sale team
Early adoption and usage metrics
Reduction in implementation-related churn risk
Training effectiveness and customer confidence scores

Additional Information

Primary responsibility ends at go-live, with clean handoff to post-sale team
Business Reviews are not applicable (N/A) for this role
This position requires strong collaboration with Sales, Product, Support, and Customer Success teams

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