AlertMedia is looking for a customer-focused Strategic Implementation Manager who will take immediate ownership of our largest Enterprise customer relationships with a focus on providing the highest level of strategic partnership as they begin their journey. The Strategic Implementation Manager (IM) serves as a thought partner, product expert, and project manager. As a part of AlertMedia's larger Customer Operations team, IMs believe that implementation sets the tone for our long-term partnership, leading to customer advocacy and future renewals. IMs are determined to guide customers through a successful deployment, accomplishing key milestones and maximizing product and feature enablement, before transitioning the customer to the dedicated Customer Success Manager (CSM). Who you are: You are an accomplished IM with proven success in strategically onboarding and implementing a project or software across a range of customer profiles. You naturally approach situations with a consultative, solution-driven mindset and embrace each customer relationship as a true partnership. You are comfortable navigating ambiguity, synthesizing complex information, and leveraging AI and emerging technologies to enhance strategic thinking, communication, and customer outcomes. You are a dedicated customer advocate who thrives in complex environments, enjoys working cross-functionally, and is energized by helping customers translate business objectives into meaningful outcomes. What you get to do every day: • Act as the primary owner of no more than 8 concurrent customer implementations, balancing time to value with customers' intended timelines • Lead the customer kickoff meeting, translating pre-sales objectives into a structured implementation plan by aligning on business outcomes, success criteria, stakeholders, and mutually agreed-upon expectations • Facilitate regular implementation working sessions with the customer, navigating change management and customer objections when warranted • Serve as a strategic advisor to customer stakeholders, helping translate business objectives into scalable AlertMedia programs, operational processes, and long-term success plans • Strategize with the larger Customer Operations team to provide customers with industry-specific best practices, proven AlertMedia solutions, and emerging capabilities that support operational maturity and long-term program success • Clearly communicate action items across internal and external teams and provide regular project updates to the customer • Sensitively manage and interpret data, consulting on data imports and automations • Respond to customer inquiries in a thoughtful and timely manner, displaying ownership in all interactions • Diligently manage implementation milestones and overall project status internally in Gainsight and monday.com • Ensure visibility for the dedicated CSM throughout implementation, leading to a seamless IM-to-CSM transition once the customer is deployed • Actively participate in a cross-functional feedback loop with Leadership and Product Management teams to continuously improve, scale, and modernize the Strategic implementation experience, including the thoughtful adoption of AI, automation, and emerging product capabilities • Contribute to AlertMedia's culture, values, and vision for the future What you bring to the role: • 4+ years' experience in a strategic customer-facing role as Implementation Manager/Customer Success Manager/Account Manager • 2+ years' experience in Enterprise implementation and project management in a SaaS environment • Desire to work with demanding, decentralized, multi-national customers • Comfortable engaging with stakeholders ranging from project managers and system administrators to executive sponsors and business leaders • Demonstrated ability to thoughtfully leverage AI and emerging technologies to synthesize information, improve decision-making, enhance communication, and drive customer outcomes while maintaining strong judgment and customer empathy • Experience using Excel is required • Experience using Salesforce, Gainsight, monday.com is preferred • Excellent project management skills with proven ability to prioritize competing tasks • Self-motivated and action-oriented, yet willing to work within a team environment • Enthusiasm in collaborating with all members of our team (Customer Success, Customer Support, Technical Solutions, Sales, Marketing, Product Management, Engineering), including Executive-level visibility Location: Preference for candidates located in Austin, Texas to work a hybrid schedule (2 days/week) in our downtown headquarters with flexibility to travel for occasional customer onsites Sponsorship: AlertMedia does not sponsor candidates. Candidate must not require sponsorship now or in the future. Why you'll love working at AlertMedia: At AlertMedia, you won't just build your career - you'll be part of something meaningful, surrounded by people who genuinely care about the work and each other. • Competitive base salary + Company-wide bonus program • Generous and flexible time off and parental leave policies • Health benefits - Medical, Dental, Vision and Life Insurance are 100% paid for employees! • 401K with generous company match • Amazing rewards and incentives - we love celebrating each other! • Commitment to community service with opportunities to give back • A Best Places to Work company 10 years in a row and numerous other awards • Access to new downtown office with 360 views of Austin, high-tech building gym and nearby running trails • Ongoing career development opportunities through our Learning & Development team • You'll do meaningful work-while growing your career in a fast-moving, global company with an award-winning culture