Implementation Manager

About Reputation

Reputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real‑time reputation performance everywhere, effectively functioning as a business's eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner, Kleiner Perkins, and Marlin Equity Partners, driving substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems and top property management firms, with trust from over 250 partners including Google and Meta.

Recognized recently as America's Greatest Midsized Workplaces by Newsweek which rewards excellence and career development, and attracts player‑coaches, team-oriented collaborators and individuals who value perseverance and hustle.

The Implementation Manager is responsible for leading customers through successful onboarding and deployment of our SaaS platform. This role owns the post‑sale implementation experience, ensuring projects are delivered on time, within scope, and aligned to customer outcomes while partnering closely with Sales, Solution Architecture and Customer Success.

This role is ideal for someone who is execution‑focused, customer‑centric and developing strong project ownership and delivery discipline.

• Own end‑to‑end delivery of customer implementations from kickoff through go‑live
• Manage project plans, timelines, risks and dependencies
• Serve as the primary point of contact for customers during implementation
• Facilitate customer kickoff meetings, status updates and milestone reviews
• Identify risks early and escalade appropriately with mitigation plans
• Ensure implementations follow defined delivery standards and best practices
• Partner with internal teams to coordinate resources and dependencies
• Support scope management and change control when required
• Contribute to delivery documentation, templates and playbooks

• 3‑5 years of SaaS implementation, professional services or project management experience
• Experience managing multiple concurrent customer projects
• Strong customer communication and facilitation skills
• Familiarity with SaaS delivery methodologies
• Experience using PSA, project management or CRM tools (e.g., Salesforce, Jira, Asana)
• Bachelor's degree or equivalent work experience required
• The successful candidate must have excellent interpersonal skills, be a strong communicator, well organized and analytical with the ability to work well under pressure
• Knowledge of , Microsoft or Google Suite of software and teleconferencing programs (Zoom, Google Meets, etc.) preferred

• On Time milestone delivery
• Time to Deploy (TTD)
• Customer satisfaction (CSAT) during onboarding
• Project Health (RAG status accuracy)

Your main HQ is our Scottsdale, AZ or Lehi, UT office, but we know great work can happen anywhere. You’ll have the flexibility of a hybrid schedule, joining us in person on two days per week (to be determined and subject to change) and working from home the rest of the week.

We believe our people deserve to feel supported, valued and rewarded both in and out of work. That’s why we offer a generous and thoughtfully designed benefits package, including:

• Flexible PTO for salary paid employees
• Hourly employees accrue PTO based on tenure & receive 5 sick days annually. Sick days are available day 1. PTO accrues on a per paycheck basis.
• 10 company paid holidays plus 4 “Extended Company Holidays,” which are additional paid days off for the company.

• Multiple medical and dental plan options, plus 100% company paid vision coverage
• 401k available through Fidelity
• Paid Parental Leave for all eligible employees as of day 1 of employment
• Employer paid short and long term disability and life insurance
• Critical Illness, Accident & Hospital Indemnity insurance
• Employee Assistance Program (EAP)
• Access to a wide variety of…