Job SummaryAs an
Implementation Account Manager (IAM) within Esper's Professional Services team, you will play a pivotal role in driving customer adoption, time-to-value, and successful software delivery during the critical onboarding phase. Blending operational delivery rigor with strategic, consultative account leadership, you will act as a trusted business advisor to ensure that our platform directly maps to the client's operational workflows and long-term public policy goals.
This role balances technical configuration guardrails with high-impact customer change management. The IAM establishes clear project boundaries, mitigates deployment risks, and navigates complex client environments from initial sales handoff through a flawless transition to the Customer Success team. The IAM partners closely with internal implementation and Engineering teams to transform new sales into active, high-utilization accounts.
Responsibilities- Drive Time-to-Value (TTV): Establish deployment scope, technical configuration milestones, and workflow mapping to ensure customers achieve rapid, meaningful business outcomes from the Esper platform.
- Enforce Configuration Guardrails: Manage a portfolio of deployments within a strict, time-bound delivery lifecycle, aggressively mitigating scope creep by balancing client business needs against standard product capabilities.
- Navigate Change Management: Act as the primary strategic point of contact for executive sponsors and operational business owners during the high-stakes deployment phase, guiding them through institutional friction and adoption challenges.
- Track Delivery Rigor: Monitor and manage project health, timelines, and implementation deliverables in Teamwork to ensure accounts go live on schedule and within contract boundaries.
- Protect Technical Resources: Coordinate cross-functional efforts across Professional Services, Engineering, Product, and Customer Success to align technical configurations and shield core engineering teams from unstructured custom requests.
- Strategic Handoff Leadership: Formally evaluate project closure and drive a flawless post-launch handoff to the long-term Customer Success Manager (CSM), passing along clean workflow documentation to eliminate early-stage churn risk.
- Support Commercial Alignment: Review Statements of Work (SOWs) and change orders, identifying potential upsell, expansion, or expert/managed services opportunities during onboarding to pass to the Sales and CS teams.
- Pre-Sales Scoping Validation: Participate in the sales process as needed to validate implementation scope, timeline constraints, and delivery frameworks for incoming enterprise opportunities.
- On-Site Relationship Building: Occasionally travel to government customer sites to conduct executive kickoffs, process mapping workshops, or user training sessions to solidify client trust.
- Methodology Contribution: Contribute to Esper's evolving Professional Services delivery methodology, configuration templates, and onboarding best practices to improve deployment margins and scalability.
- Professional Services Rigor: Log billable hours and account status accurately and on time to meet core operational metrics.
Requirements and Preferred Experience- Bachelor's degree in business, computer science, public administration, or a related field (preferred), or equivalent experience.
- Minimum of 2 years of implementation management, consultative account management, or delivery-focused project management experience in a SaaS environment.
- Demonstrated experience navigating business process mapping, workflow configuration, and user adoption strategies.
- Strong emotional intelligence (EQ) and consultative discovery skills, with an ability to speak fluently about both technical product boundaries and executive-level business value.
- Strong organizational and communication skills, both verbal and written, with the ability to firmly push back on out-of-scope requests while maintaining positive client relationships.
- Ability to manage multiple complex deployments, prioritize competing internal and external demands, and work under tight deadlines.
- Technical aptitude and proficiency with Professional Services Automation (PSA) and CRM tools.
- Ability to adapt to a rapidly evolving product and respond strategically to customer operational needs.
- Knowledge of government operational concepts, regulatory frameworks, or policymaking processes is a strong plus.
- Familiarity with project management and collaboration tools (e.g., Teamwork, Rocketlane, Jira, Asana).
- PMP, CAPM, or change management certifications (e.g., Prosci) are a plus.
- A genuine interest in public policy and how technology can transform how government operates.
Benefits That Work for You- Competitive salary and stock option packages
- Top-tier health, dental, and vision insurance
- Short and long-term disability, life insurance, and an optional FSA account
- Office setup allowance and a monthly stipend for utilities
- Flexible vacation policy and paid company holidays
- Professional development and growth opportunities
- A collaborative hybrid environment with our Austin, TX team
