Implementation Manager

12twenty is the leading platform for employers to connect with elite early career professionals. Our community includes millions of students, recent graduates, and alumni from top business schools, law schools, and universities around the world. We take pride connecting our community of candidates with recruiters from top companies across industries. Come join our fast growing organization!

Summary:

We are looking for an Implementation Manager to join our growing CX team. The ideal candidate is a proactive, solution-oriented professional with experience managing complex software implementations for mid-market to light enterprise clients. This role is perfect for someone who thrives in high-touch, high-value customer environments, can manage diverse personalities, and is motivated by driving successful, long-term adoption of a mission-critical platform.

Your Role:

• Lead the customer implementation process from contract signature through full adoption and handoff to Customer Success.

• Manage 30–40 concurrent implementation projects, each involving multiple stakeholders and varying timelines.

• Design, deliver, and adjust project plans and milestone schedules to ensure engagement and momentum throughout multi-month onboarding.

• Conduct live training sessions, working sessions, and executive-level updates via video conference.

• Motivate and guide customers through complex technical rollouts, ensuring platform understanding and operational readiness.

• Serve as the primary point of contact during implementation, navigating different personalities, org structures, and stakeholder levels.

• Collaborate closely with Product, Support, and CS teams to ensure seamless internal alignment and a smooth customer journey.

• Gather feedback, identify risks, and proactively address blockers to protect timelines and outcomes.

• Prepare to take ownership of Alpha or strategic accounts after demonstrating strong mastery of the platform and process.

• Continually surprise and delight customers with a can-do mindset and a customer-first approach.

Your Experience:

• 3–5 years of experience in SaaS onboarding, implementation, or project management (platform experience preferred over point solutions).
• Proven ability to manage multiple, multi-month implementation projects with mid-market or Fortune 100 clients.
• Experience with cloud-based platforms and the ability to quickly learn complex software ecosystems.
• Strong communication skills across all channels (Zoom, Slack, Salesforce, etc.) and with various seniority levels.
• Demonstrated ability to manage complex personalities and drive accountability without direct authority.
• High emotional intelligence, professional resilience, and a go-getter mindset.
• Exceptional organizational and project management skills with the ability to set goals, manage deadlines, and work with minimal direction.
• Experience working autonomously in a remote environment.

Bonus Skills:

• Platform implementation experience (ERP, HCM, CRM—e.g., NetSuite, Workday, etc.)

• Change management or stakeholder communication frameworks

• Technical familiarity (APIs, SSO, integrations, basic configuration)

• Advanced Excel or project planning tools (Asana, Jira, Smartsheet)

Team Values:

Communication: Ask questions, offer clarity, operate with transparency and empathy
Collaboration: Work cross-functionally to find the best path forward
Continuous Improvement: Seek growth in both process and product

Annual compensation range: Up to $75,000 – $80,000
(Up to $85,000 for candidates with demonstrated Alpha/strategic implementation leadership experience)