Implementation Lead

Accountabilities

You will own the implementation lifecycle for a portfolio of new customers and partners, coordinating the people, processes, and technical requirements needed to achieve successful launches and sustained adoption.

• Manage end-to-end implementations for agencies, host agencies, enterprise customers, and strategic partners, from contract handoff and kickoff through data migration, testing, training, go-live, and adoption.

• Establish project timelines, milestones, and activation targets, following up with customers to maintain momentum and ensure they complete the activities required for successful adoption.

• Lead weekly partner status meetings, maintain project risk registers, escalate major concerns early, and keep internal stakeholders informed of progress.

• Coordinate closely with Account Management and company leadership on implementation goals, customer priorities, and rollout requirements.

• Build in-depth knowledge of the platform, API, and system architecture to address technical questions, troubleshoot issues, and determine when Engineering or Account Management support is required.

• Coordinate technical onboarding for API and white-label partners, including travel insurance providers, by translating requirements between external IT teams and internal technical stakeholders.

• Own data migrations and field mapping for contacts, duplicates, and bookings, while coordinating bulk account, team, billing, and subscription setup.

• Troubleshoot single sign-on (SSO) issues, resolve day-to-day technical questions, and manage technical administration requests from Account Management.

• Develop and deliver initial customer and team onboarding, partner staff training, agent webinars, and office hours, with particular attention to back-office processes such as commissions and reconciliation.

• Create clear customer communications for large-scale rollouts and coordinate routing and welcome emails with Revenue Operations.

• Develop and maintain standardized implementation playbooks covering kickoff, data mapping, parallel testing, training, communications, go-live checklists, and handoffs, including API and white-label processes.

• Define responsibilities, handoff procedures, and service-level agreements between Sales, Implementation, Strategic Accounts, and Customer Experience.

• Contribute to the development of a broader services portfolio, beginning with data migration services.

• Track implementation performance through time from contract signature to launch, adoption against partner ramp targets, and partner customer satisfaction.

Requirements

The ideal candidate is a proactive, technically capable implementation professional with experience delivering B2B SaaS projects from kickoff to go-live. You should be comfortable managing complex rollouts, coordinating multiple teams, building scalable processes, and guiding customers through technical and operational changes.

• At least 2 years of experience as a Technical Implementation Specialist, Technical Account Manager, or Technical Project Manager within a SaaS company.

• Demonstrated experience managing customer implementations or onboarding projects from initial planning through launch.

• Hands-on knowledge of integrations, APIs, data migration, field mapping, bulk account setup, single sign-on (SSO), and administrative tools.

• Ability to manage complex projects involving multiple stakeholders, teams, dependencies, and technical requirements.

• Experience designing standardized processes, implementation frameworks, and repeatable operational playbooks.

• Strong project coordination and risk management skills, with the ability to identify issues early, recommend solutions, and secure stakeholder alignment.

• Confidence presenting technical information, leading customer training sessions, and communicating effectively with senior agency stakeholders.

• Excellent organizational and written communication skills, with a strong commitment to documentation and customer trust.

• Strong ownership mindset, taking responsibility for implementation outcomes and proactively driving projects forward.

• Critical thinking and problem-solving abilities, including the judgment to resolve issues independently and escalate appropriately.

• Ability to explain technical concepts clearly to non-technical audiences and translate partner requirements into actionable plans.

• Strong cross-functional collaboration skills, with the ability to build effective relationships across Sales, Product, Engineering, Revenue Operations, and Customer Experience.

• A collaborative and dependable approach, with a willingness to share knowledge, support teammates, communicate constructively, and celebrate collective achievements.

The following qualifications are considered strong advantages:

• Experience in the travel industry, particularly with host agency operations and back-office systems such as commissions, reconciliation, and advisor payroll.

• Previous experience implementing API or white-label partnerships.

• Experience developing service offerings, particularly data migration services.

• Experience creating customer communications for large user bases.

Benefits

• On-target earnings of $90,000–$100,000, depending on experience, comprising a base salary of $75,000–$85,000 plus performance-based compensation.

• Flexible Time Off.

• Annual travel stipend.

• Health, dental, and vision insurance coverage for employees and their families.

• 401(k) plan with automatic company contributions.

• Annual team retreats at exciting destinations.

• Technology and learning budgets.

• Remote work opportunities anywhere in the United States, or a hybrid arrangement from offices in Lincoln, Nebraska; Omaha, Nebraska; or Pennington, New Jersey.

• Opportunities to take ownership, influence operational processes, expand responsibilities, and grow alongside the organization.

• A collaborative and supportive work environment that values kindness, curiosity, diverse perspectives, and shared achievements.