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