Implementation Manager (SaaS)

About the Professional Services Team

The Professional Services team is part of the broader Customer Success department at Swiftly, working to ensure customers are happy and finding immense value in the tools that Swiftly provides.

The Customer Success department comprises Implementation Managers, Account Managers, and Technical Support Representatives. This department is on the front line — the first point of contact for customers who have questions, are encountering issues, or need support during the implementation phase of our relationship. When problems arise, we ensure that individual customers are heard and that their issues are cared for, and we apply a keen analytical eye to spot trends and communicate problems proactively with the product team. We are passionate about improving mobility in the communities we serve, and we work side by side with transit agencies and operators to ensure their projects are impactful. We love the human aspect of our work and thrive on getting creative to solve problems or boost network performance. The Customer Success org is responsible for everything post-sale, and the Implementations team is a critical part of starting our customers on the right foot.

You will play a vital role in ensuring the successful deployment and adoption of our software solutions. You will collaborate with cross-functional teams — including Sales, Product, Engineering, and Technical Support — to lead the implementation process and deliver exceptional customer experiences. Your expertise in project management, technical understanding, and customer-centric approach will be key in driving the successful onboarding and integration of our SaaS products for our clients.

This is a remote position. Travel may be required 4 to 8 times per year.

What You'll Do

• Project Leadership. Lead end-to-end implementation projects for new and existing customers, serving as the primary point of contact throughout the implementation lifecycle. For more complex, hardware-involved deployments, you may partner with a dedicated Project Manager while retaining ownership of the customer relationship and technical workstreams.
• Implementation Planning. Develop detailed implementation plans — including timelines, resource allocation, and milestones — to ensure smooth execution and timely delivery of solutions.
• Technical Expertise. Provide technical guidance and support throughout the implementation process, including data migration, system integrations, and platform configuration. You're comfortable getting into the weeds: working directly with transit data sources like GTFS, AVL, and GPS feeds to validate data quality, troubleshoot issues, and ensure customer solutions perform as intended.
• Training and Support. Conduct live training sessions to help customers get value out of Swiftly's products and accomplish their core strategic goals. Provide ongoing support and troubleshooting assistance to address customer concerns and issues.
• Adoption. Drive strong platform adoption while helping customers meet their goals and achieve value quickly during the implementation process.
• Stakeholder Communication. Maintain regular, effective communication with customers, internal teams, and stakeholders — providing progress updates, managing expectations, and ensuring alignment throughout the implementation process.
• Quality Assurance. Conduct thorough testing and data validation to ensure the accuracy, reliability, and performance of Swiftly's solutions.
• Continuous Improvement. Identify opportunities to improve processes, enhance implementation methodologies, and optimize client satisfaction. Provide feedback and insights to internal teams for product enhancements and future releases — including actively leveraging AI tools to identify patterns, automate repeatable tasks, and accelerate time-to-value for customers.