Implementation Manager

📋 Description

• • As an Implementation Manager at HockeyStack Inc., you will be at the forefront of our mission to revolutionize sales, marketing, and customer success for B2B companies through applied AI. Your primary responsibility will be to guide our new customers through a seamless and successful onboarding journey, ensuring they can leverage our GTM Intelligence suite to its fullest potential from day one. This role is critical in translating our cutting-edge technology into tangible business impact for our clients, driving adoption, and fostering long-term success.
• • You will own the entire implementation lifecycle, commencing from the moment a deal is closed and continuing through to the successful go-live of the HockeyStack platform. This involves meticulous planning, proactive communication, and expert execution to ensure all project milestones are met efficiently and with the highest quality standards. Your ability to manage complex projects and diverse stakeholders will be paramount.
• • A key aspect of your role will be developing and driving customized mutual action plans (MAPs). These plans will be meticulously tailored to each customer's unique business objectives, specific use cases, and desired outcomes. You will collaborate closely with clients to understand their current GTM strategies and identify how HockeyStack can best augment their efforts, ensuring the implementation directly addresses their strategic priorities.
• • You will be the primary technical liaison for customers during the implementation phase. This includes partnering with them to configure and set up their data infrastructure. You will oversee the integration of various data sources, assist in defining their data dictionary, and help in the creation of relevant dashboards and AI prompts that align with their GTM use cases. A strong technical aptitude and understanding of data flows are essential for this part of the role.
• • Proactive problem-solving and resource coordination are vital. You will be responsible for identifying potential roadblocks and swiftly coordinating internal and external resources—including Sales, Customer Success, Product, and Data teams—to ensure implementations remain on track and challenges are resolved efficiently. Your ability to navigate cross-functional dependencies will be key to smooth project progression.
• • A significant part of driving customer success involves supporting change management initiatives. You will guide customers through the organizational adoption of HockeyStack, helping their teams understand the value proposition and integrate the platform into their daily workflows. This includes educating users and stakeholders on best practices and the benefits of the GTM Intelligence suite.
• • You will play a crucial role in helping customers define and track meaningful Key Performance Indicators (KPIs). By understanding their business goals, you will ensure that the implementation process sets up the necessary tracking and reporting mechanisms to measure success and demonstrate the value HockeyStack delivers post-launch. This data-driven approach is central to our customer success philosophy.
• • Accelerating the customer's time to value is a core objective. You will actively drive initial customer usage and proactively showcase early wins and insights derived from the platform. Your efforts will be focused on helping customers reach their "aha" moments quickly, solidifying their belief in HockeyStack's capabilities and fostering early adoption.
• • Collaboration is at the heart of this role. You will work hand-in-hand with Sales to ensure a smooth handoff and alignment on customer expectations, with Customer Success to prepare for ongoing relationship management, and with Product and Data teams to provide valuable customer feedback and ensure technical deliverables are met. This cross-functional synergy is essential for delivering a cohesive and exceptional customer experience.
• • Operating within a fast-paced startup environment, you will embrace autonomy and accountability. You will be empowered to make decisions, drive initiatives, and take ownership of your projects, contributing directly to the company's rapid growth and success. Your contributions will be instrumental in shaping the future of HockeyStack and defining a new category in GTM intelligence.