Implementation Manager II or III

About Idea Room

Idea Room is a growth-stage software company that builds interactive 3D product configurators that help building manufacturers and dealers sell complex, customizable products online. We work with a wide range of businesses across North America, combining visual technology with practical business tools to streamline highly-qualified lead generation, sales quoting, building purchases, and customer engagement. Our headquarters is located in Boise,  we are a remote first company.

About the Role

As an Implementation Manager at Idea Room, you’ll play a key role in helping our customers evolve and optimize their use of our platform after launch. You’ll work directly with clients to manage change requests, configuration updates, and technical support related to our 3D product configurators and connected systems like Hub Spot, Intercom, and other CRMs. Your day-to-day will include digging into pricing logic, troubleshooting integrations, and making adjustments to business rules all while maintaining strong, consultative relationships with customers.

This role is highly customer-facing. You’ll communicate regularly through Intercom, Zoom, and email to understand customer needs, explain technical solutions in plain terms, and guide them through system changes. You’ll also collaborate internally with our Product, Engineering, and Customer Success teams to resolve issues and improve the customer experience. If you’re someone who enjoys solving problems, working closely with clients, and seeing your work have a real business impact, this role is for you.

• Manage client-driven change requests to the data powering 3D models, ensuring updates are implemented accurately and reflected in rendered visual outputs.
• Provide responsive, in-scope technical support via Intercom, email, and Zoom.
• Troubleshoot issues related to our 3D configurators, pricing rules, CRM integrations (e.g., Hub Spot, Sales View), and business logic.
• Configure platform features and workflows using Idea Room’s admin tools, conditional logic, and APIs.
• Collaborate with Product and Engineering teams, tracking tasks in Shortcut and surfacing technical feedback.
• Maintain clear documentation of change requests, support cases, and configuration outcomes.
• Identify support patterns and propose improvements to internal tools, documentation, or processes.
• Contribute to Idea Room’s help center and training materials.

• Consultative mindset – You build trust and long-term value with customers.
• Natural curiosity – You explore how things work and get to the root of problems.
• High EQ – You’re skilled at understanding and responding to customer emotions and needs.
• System thinker – You see how configuration, logic, and data flow together across platforms.
• Technically fluent – APIs, business rules, and integration tools are part of your toolkit.
• Strong communicator – You explain technical issues in ways that customers understand.
• Detail-oriented – You manage multiple projects and requests with clarity and care.
• Collaborative – You work well across teams and bring people together to solve problems.

• Bachelor’s degree in Computer Science, Information Systems, Business, or a related field (required).
• Experience in technical support, consulting, or implementation roles in a SaaS environment.
• Familiarity with tools like Intercom, Hub Spot, and Shortcut.
• Hands-on experience with APIs, JSON, and conditional logic or rules-based configuration.
• Ability to read or write light code (JavaScript, Python, or SQL).
• Background in customer success, business analysis, or post-launch product support.
• Exposure to version control systems like Git.