Customer Implementation Manager

Job Summary

May Mobility is expanding its Customer Success team with a new role that will oversee the execution of new site launch projects.

We are seeking an experienced Customer Implementation Manager to build and execute project management processes that enable May’s growth and scalability. The role is responsible for ensuring successful planning and launching of May’s service within existing site expansions and new markets, driving continuous improvement into launch projects, and overall acceleration of our launch cycles. This customer-facing role reports directly to the Director of Customer Success, and is expected to work closely with multiple internal teams to ensure proper workstream organization and value delivery.

Essential Responsibilities

• Serve as the central contact for all things related to customer launches, owning the project management and delivery of new sites and expansions.
• Manage multiple projects and clearly communicate across internal and external cross-functional teams.
• Work with multiple stakeholders to manage expectations and timelines, ensuring clear and on-time project delivery.
• Learn existing processes and analyze for improvements that reduce each customers’ time-to-value (TTV).
• Develop launch process playbooks in conjunction with the existing customer journey.
• Build relationships and work cross-functionally to scope, plan and track each launch project, and drive process improvements across the organization.
• Proactively identify project roadblocks and mitigate risks through advanced problem solving, critical and creative thinking skills, and escalation management. 
• Travel to site launches as needed to collaborate with Autonomy, Operations, Product, and customer teams.
• Lead both internal and customer-facing meetings throughout the launch stage, providing clear updates on status and execution plans across multiple levels.
• Own the post-mortem reporting process, focusing on successes, problem root causes, and actionable steps for improvement. 

Skills and Abilities

Success in this role typically requires the following competencies:

• Ability to organize and communicate clear deliverables and deadlines for individual projects.
• Proficiency in connecting individual projects with broader business objectives that improve organizational performance.
• Routinely work cross-functionally within May and across to our partners and customers to build trust and solve problems while helping customers realize May’s product value
• Integrate with internal and external stakeholders to deliver value
• Ability to quickly learn and become a subject matter expert on complex product offerings
• Leverage software solutions that enhance the organization and alignment of projects

Qualifications and Experience

Candidates most successful in this role typically hold the following qualifications or comparable knowledge or experience:

Required

• 5+ years experience in Customer Success with direct customer-facing experience
• Bachelor's Degree or equivalent experience
• Experience with problem-solving in a customer-facing environment
• Experience working cross-functionally with Engineering, Sales, Marketing, Product, and external partners
• Excellent verbal and written communication skills with the ability to explain complex and technical topics in an easily understood manner

Desirable

• Location proximity to Arlington, TX or central time zone
• Previous experience working with a complex technical product
• Previous startup experience
• Mobility operations and/or autonomous vehicle experience

Physical Requirements

• Standard office working conditions which includes but is not limited to:
• Prolonged sitting
• Prolonged standing
• Prolonged computer use

Travel required? -  Moderate: 10-25%