Manager, Implementation & Professional Services

Role overview

An AI-powered software company is hiring a Manager of Implementation and Professional Services to lead its Forward Deployed Engineers and Professional Services team. The role exists to professionalize a delivery function that has scaled primarily through individual effort, replacing ad hoc prioritization with predictable, repeatable customer implementations. The manager will own end-to-end delivery execution while building the operating system that lets services grow alongside rapid customer expansion.

Responsibilities

- Lead, coach, and develop a team of Forward Deployed Engineers and Professional Services contributors, setting clear expectations for ownership, customer communication, technical quality, and delivery standards - Oversee customer implementation projects from kickoff through go-live and stabilization, ensuring each engagement has defined scope, timeline, owners, risks, and success criteria - Build scalable delivery systems including playbooks, templates, estimation models, intake workflows, and reporting that turn recurring work into repeatable patterns - Balance team workload across standard onboarding, custom integrations, data migrations, escalations, and strategic customer engagements - Partner with Customer Success, Sales, Solutions Engineering, Product, and Engineering on scoping, handoffs, and feeding recurring services patterns back into the product - Serve as the escalation point for technically complex or high-risk deployments and decide what work gets declined, phased, or handed to Engineering

Requirements

- 5+ years in a technical customer-facing role such as Forward Deployed Engineer, Professional Services, Solutions Engineering, Implementation, Field Engineering, or Customer Engineering - 2+ years of people management or technical team leadership experience, including leading FDEs, Solutions Architects, Implementation Engineers, or Professional Services Engineers - Track record delivering software projects involving integrations, data migration, configuration, APIs, or enterprise systems - Strong project management instincts covering scope control, timelines, risk management, stakeholder alignment, and crisp communication - Comfort working with both technical and non-technical stakeholders, including customers, engineers, sales teams, and executives - Experience operating in a fast-moving startup with evolving process and ambiguous ownership boundaries

Nice to have

- Background working with municipal utilities, infrastructure, public sector customers, or asset inspection workflows - Familiarity with operational platforms such as CMMS, GIS, asset management systems, or inspection tooling - Prior experience building delivery playbooks, services catalogs, estimation models, or implementation methodologies from the ground up

Benefits and work setup

- Base salary range of $150,000 to $170,000 - Medical, dental, vision, basic life insurance, and 401(k) coverage - Unlimited paid time off - Tools and resources to support success in a high-growth environment