The Implementation team at Vividly plays a critical role in turning a customer's solution design into a successful, operational Vividly experience.
Our Implementation Managers are both
hands-on platform configurators and end-to-end project managers. They take an approved solution design and translate it into Vividly configuration, customer workflows, data setup, training, testing, and ultimately go-live.
Implementation Managers serve as the primary point of contact throughout onboarding, coordinating across customers, Solution Architecture, Integrations, Managed Services, Customer Success, Product, and other internal teams to keep complex projects moving forward.
We're looking for someone who enjoys solving problems, understanding complex workflows, configuring software, managing multiple moving pieces, and creating an onboarding experience that gives customers confidence they made the right investment.
Who You AreYou are an energetic, curious, and highly accountable implementation professional who enjoys being in front of customers as much as you enjoy getting into the details of how a platform should be configured.
You're comfortable taking an approved solution design, understanding the business intent behind it, and turning it into something real. You can work through complex business workflows, translate requirements into accurate platform configuration, work confidently with customer data, and explain how the resulting experience will work for the people using it.
You're also a strong project manager. You can manage multiple implementations at once, keep customers and internal teams accountable, identify dependencies before they become blockers, and create momentum without sacrificing quality.
You don't need to design every solution from scratch, but you do need to understand the solution you're implementing. You ask questions when something doesn't make sense, recognize when customer requirements have materially changed, challenge assumptions when appropriate, and know when to bring Solution Architecture back into the conversation before changes create unnecessary complexity, scope creep, or rework.
Most importantly, you bring energy to the customer experience. You're engaged, passionate about helping customers succeed, comfortable leading a room, and genuinely enjoy seeing customers move from complicated processes to confidently operating in Vividly.
What You'll Do- Own the end-to-end implementation project for assigned customers, from post-Solution Alignment through configuration, training, UAT, go-live, and transition.
- Serve as the primary project manager and day-to-day customer lead throughout onboarding, owning timelines, milestones, dependencies, risks, decisions, customer actions, and overall project health.
- Translate approved Solution Architecture designs into accurate, scalable Vividly platform configuration.
- Configure customer workflows, master data, promotion structures, deduction-related settings, reporting requirements, user access, and other applicable platform components based on the approved solution.
- Understand the business purpose behind the configuration, not simply the individual fields or settings being configured.
- Prepare, transform, import, map, and validate customer datasets, including customer, product, pricing, revenue, and other applicable data.
- Validate configured workflows against the approved solution design and expected customer experience before progressing into training, UAT, and go-live.
- Lead customer implementation meetings with confidence, clear direction, and strong follow-through.
- Hold customers and internal stakeholders accountable to agreed actions, decisions, and timelines.
- Proactively identify risks, blockers, dependencies, and decisions that could impact scope, timeline, or customer readiness and drive them toward resolution.
- Coordinate cross-functional onboarding workstreams, including Integrations and Managed Services, while maintaining visibility into dependencies that impact the overall implementation.
- Deliver initial platform and workflow training to establish customer operational readiness and prepare users to begin successfully working in Vividly.
- Guide customers through UAT and confirm that configured workflows operate as intended before go-live.
- Assess customer readiness across configuration, data, training, integrations, services dependencies, and outstanding customer actions.
- Complete structured handoffs to Customer Success and Managed Services, ensuring important customer context, business outcomes, decisions, risks, and outstanding actions carry forward after implementation.
- Troubleshoot configuration and data issues, identify root causes, and coordinate with the appropriate internal teams when additional expertise is required.
- Identify recurring implementation challenges and contribute to improving our playbooks, templates, automation, processes, and overall customer onboarding experience.
Solution Design & Change ManagementImplementation Managers execute against an approved solution design while maintaining enough business and product context to recognize when that design may need to be revisited.
In this role, you will:
- Use the approved Solution Architecture design as the source of truth for configuration and implementation execution.
- Understand the business requirements, assumptions, decisions, and intended customer experience behind the solution you're implementing.
- Recognize when newly discovered requirements or customer requests materially differ from the approved design.
- Challenge assumptions when a requested change could introduce unnecessary complexity, downstream risk, or significant rework.
- Distinguish between configuration decisions you can independently make and material solution changes that require Solution Architecture to re-engage.
- Escalate material design changes, new requirements, scope changes, or unresolved solution questions before changing the approved design.
- Document implementation decisions and ensure material changes are reflected in the appropriate solution and project documentation.
- Help customers move toward scalable future-state workflows rather than automatically recreating legacy processes simply because that's how they've historically operated.
What You'll Bring- 3-5+ years of experience in SaaS implementation, implementation consulting, customer onboarding, or a similar customer-facing delivery role.
- Demonstrated experience hands-on configuring a SaaS platform based on documented business requirements or solution designs.
- Proven experience independently managing customer implementations from configuration through UAT, go-live, and handoff.
- Experience managing multiple concurrent customer projects with competing priorities, dependencies, stakeholders, and deadlines.
- Ability to understand complex business workflows and translate approved requirements into accurate system configuration.
- Strong judgment and the ability to recognize when a customer request represents a normal configuration decision versus a material change to an approved solution.
- Experience working with customer datasets using Excel or Google Sheets, including data validation, transformation, mapping, filtering, pivoting, and troubleshooting.
- Strong project management and organizational skills with an ability to create structure, maintain momentum, and drive accountability.
- Excellent customer-facing communication and facilitation skills, including the confidence to lead meetings, ask thoughtful questions, challenge assumptions, and explain complex workflows in practical terms.
- Strong problem-solving skills and comfort operating in ambiguity without waiting for someone else to provide every answer.
- Demonstrated ability to identify implementation risks early and drive decisions toward resolution.
- Ability to thrive in a fast-moving environment where priorities, processes, and products continue to evolve.
- A genuine passion for customer experience and helping customers successfully adopt new technology.
Nice to Have- Experience implementing financial, ERP, accounting, planning, supply chain, retail, or other workflow-heavy SaaS products.
- Experience working with ERP systems, integrations, APIs, data migrations, or system-to-system workflows.
- Experience in consumer packaged goods (CPG), retail, trade promotion management (TPM), sales planning, finance, or accounting.
- Experience leading UAT, customer training, and change-management activities.
- Experience using AI or automation to improve implementation workflows, documentation, data preparation, configuration QA, or project efficiency.
What Success Looks LikeWithin your first several months, you'll be able to independently take an approved customer solution and:
- Turn it into an accurate, operational Vividly configuration.
- Confidently lead the customer through their implementation plan and maintain momentum toward go-live.
- Manage multiple implementations simultaneously without sacrificing quality or customer experience.
- Understand enough of the customer's business process to explain why the platform is being configured a certain way-not simply how to configure it.
- Identify risks, dependencies, and potential design changes before they create downstream rework.
- Know when to make a configuration decision independently and when to bring Solution Architecture or another specialist back into the conversation.
- Prepare customers for successful go-live and provide Customer Success and Managed Services with a clean, structured handoff.
- Consistently deliver implementations that are on time, within scope, and positioned for long-term customer adoption and value.
The pay range for this role is:80,000 - 100,000 USD per year (Remote (United States))
