Implementation Manager

Compensation and Work Arrangement

Compensation: $70,000 - $110,000 | Equity Package

Hybrid role – expected in NYC office at least 3 days per week.

You will be the technical backbone of the Customer Experience team. You will play a critical role in bridging the gap between our product’s capabilities and our customers’ technical needs. This role is built for a "technical-focused" operator who thrives on solving complex problems, executing seamless implementations, and ensuring our users have a frictionless experience with Iris.

Our AI-native platform is fundamentally transforming how enterprise revenue teams manage RFPs, security questionnaires, and compliance documentation—the critical bottleneck that delays deal closure and strains high-performing sales teams. We've engineered a solution that compresses weeks of manual work into minutes, delivering unprecedented speed and accuracy. Leading organizations including Corelight and Build Ops have already integrated our platform into their revenue operations.

We are executing against a massive market opportunity: over $10 trillion in annual transaction value flows through RFP processes, representing virtually unlimited automation potential.

• Technical Excellence in Onboarding: Lead the technical implementation for new customers, ensuring they are integrated and automated as quickly as possible.
• High-Efficiency Support: Act as the primary technical point of contact, resolving customer issues with speed and precision to maintain high product uptime and satisfaction.

• Implementation Engineering: Own the end-to-end technical implementation process for new customers, from initial kickoff to successful go-live.
• Process Optimization: Work closely with the Product and Engineering teams to improve the implementation workflow and build tools that promote self‑serve onboarding.
• Product Advocacy: Act as the "technical voice of the customer," relaying feedback and bugs to the Engineering team to help shape the Iris roadmap.
• Knowledge Base Management: Help build and maintain technical documentation and training materials to empower customers to solve common issues independently.
• Technical Problem Solving: Serve as the first line of defense for technical support queries, troubleshooting issues, and providing clear, actionable solutions to customers.

• Technical Background: 2+ years of experience in technical support, implementation, or a similar "technical‑focus" CX role – SaaS experience required.
• Execution Driven: A proven track record of managing multiple technical projects simultaneously with high attention to detail.
• Problem‑Solver:
  You love digging into the "why" behind a technical issue and won't stop until you find a fix.
• Collaboration:
  
  Ability to translate complex technical concepts into simple language for non‑technical users and act as a liaison to our Engineering team.

• Health benefits package (including medical, dental, vision)
• Unlimited PTO
• Employee Assistance Program
• Flexible Spending Accounts
• 401(k)

Visa Sponsorship is not included in our hiring package. Applicants will need to be authorized to work in the U.S.