Implementation Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🛠️ Implementation Specialist

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Motivity

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2015

☁️ SaaS

📚 Education

🤝 B2B

SaaS • Education • B2B

Motivity is an all-in-one, clinically-driven ABA (Applied Behavior Analysis) software platform that connects real-time data collection, scheduling, billing/RCM, and credential tracking for ABA practices, schools, and special education teams. The HIPAA-compliant SaaS product is supported by clinicians (BCBAs), offers integrations with payroll, EVV, and clearinghouses, and aims to improve learner outcomes while streamlining practice operations and compliance.

📋 Description

• 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 • 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 • 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 • 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 • 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 • 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

🎯 Requirements

• 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

🏖️ Benefits

• 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