Implementation Manager at Frontcareers

Front is the customer operations platform built for B2B complexity, keeping every team, tool, and customer conversation in sync so companies can scale without losing connection. Others handle simple interactions. Front handles the coordination and context behind complex B2B customer relationships. Over 9,000 companies, including Uber Freight, Navan, and Stripe, rely on Front because it's the only one that can run the operational layer that makes customer-facing work actually succeed. Backed by Sequoia Capital and Salesforce Ventures, Front has raised $204M from leading venture capital firms and independent investors including top executives at Atlassian, Okta, Qualtrics, Zoom, and PagerDuty. Front has received numerous Great Place to Work accolades, including Built In's 100 Best Midsize Places to Work in SF 2025 [Upgrade to PRO to see link] Top Places to Work by USA Today 2025 [Upgrade to PRO to see link] Y Combinator's list of Top Companies in 2023 [Upgrade to PRO to see link] #4 on Fortune’s Best Workplaces in the Bay Area™ [Upgrade to PRO to see link] ,Inc. Magazine's 2022 Best Workplaces list [Upgrade to PRO to see link] and Forbes Best Startup Employers 2022 List [Upgrade to PRO to see link] Read more about Front's expansion into Chile [Upgrade to PRO to see link] Front is looking for a Technical Project Manager to join our world-class Success Services Team within the Solutions and Success Services organization. As an Implementation Manager, you will work with customers to ensure they are successful with our product by implementing optimal workflows, providing proactive project management and guiding customers through change management throughout specific engagements within the customer journey. You will be responsible for making sure every customer in your book is successfully and speedily onboarded. This position works closely with our Sales, Product & Support teams and is ultimately responsible for achieving time-to-value for clients. What will you be doing? - Oversee implementation engagements as the Front product SME with customers throughout the customer journey including net-new customer onboardings, expansion teams, and workflow optimization engagements. - Develop project plans with timelines to ensure the successful execution of customer implementation engagements and lead customer project teams through guidance and support with clear direction to achieve project milestones and goals. - Facilitate regular project updates to both internal and external stakeholders to mitigate risk, anticipated blockers, and resolve issues that arise during implementation, working closely with internal teams and clients to find effective solutions. - Lead change management efforts by identifying potential areas of resistance and developing strategies to promote smooth transitions for clients and end-users - Train and educate customers on the effective use of the prescribed workflow throughout the customer journey through delivering engaging training sessions, workshops and documentation as needed to ensure success and value. - Lead cut-over and migration experiences, overseeing the transition from legacy systems to Front while minimizing disruption. - Collaborate with cross-functional teams, including sales, product development, and customer support to define project scope, objectives, and deliverables. - Infuse customer voice and insights to influence product team and roadmap, and contribute to process and operational improvements of the broader Success Services team. What skills and experience do you need? - At least 2 years of experience in Implementation, Professional Services, Customer Success or Account Management in a SaaS company. - Deep knowledge of support SaaS products and services. - Proven track record of deploying high-touch implementations with the highest level of customer service, efficiency and accuracy. - Experience managing change management for customers ranging from SMB to MM clients. - Proven track record of managing multiple concurrent projects with varying complexity levels. - Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users. - Comfortable giving presentations to groups of any size & audience - from every day end-users of the app to a high level executive. - Great problem solving skills, taking a consultative approach to finding the best solution. - Ability to understand and speak to technical concepts like APIs and webhooks. This role is hybrid, expected to come in the office each Tuesday, Wednesday, and Thursday to collaborate and stay connected. What we offer - Competitive salary - Fully covered health insurance - medical, dental and vision - Generous paid time off - Mental health support with Workplace Options - Family planning support with Maven - Monthly Lifestyle Stipend to spend on fitness, health and wellness, and other activities - Monthly Teleworking Allowance to be used towards Wi-Fi, equipment, cell data, etc. - Wellness Days - Fronteers get an additional day off on months with no holidays - Winter Break - Our offices are closed from Christmas to New Year's Day! Front provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. 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