AI Implementation Manager

You'll run discovery, solution design, configuration, integrations, and go-lives with a strong consultative voice. You'll guide customers toward best practices, manage escalations when needed, and ensure they get value—fast. This is a high-ownership role designed for our future AI-first professional services org, where problem-solving, adaptability, and technical depth are essential.

Responsibilities:

• Own the full onboarding lifecycle for enterprise customers, from kick-off to go-live.
• Lead requirement-gathering sessions and translate business workflows into Rocketlane configurations.
• Design and guide customers on best-practice implementations, even when that means pushing back or course-correcting.
• Work with customer teams (IT, HR, Finance, PMO, Ops) to design integrations with systems like HRMS, CRM, NetSuite, and fintech platforms.
• Collaborate with internal teams (product, engineering, and solutions) to unblock complex implementations.
• Manage risks, escalations, and tough conversations with clarity and calm.
• Adopt and shape AI-driven workflows to automate routine tasks and improve customer value delivery.
• Serve as the customer's trusted advisor on onboarding processes, data flows, and integration patterns.

The core requirements for the job include the following:

Technical and Integration Skills:

• Hands-on experience with REST APIs, webhooks (reading API docs, testing endpoints, and understanding auth flows).
• Experience building or supporting custom integrations between SaaS platforms and third-party systems.
• Strong understanding of SaaS concepts: data models, webhooks, API limits, auth, and typical enterprise integration patterns.
• Comfortable working with tools like Postman, Workato, Boomi, Zapier, Make, or other iPaaS solutions.

Implementation Expertise:

• 5+ years in a customer-facing role at a SaaS company (Implementations / Onboarding / Technical Consulting).
• Proven ability to run enterprise onboarding projects end-to-end with minimal supervision.
• Skilled in conducting discovery, documenting workflows, and translating requirements into system configurations.

AI-First Aptitude:

• Strong curiosity and a builder mindset; someone who experiments, prototypes, and learns independently.
• Comfortable using modern AI-assisted development or scripting tools (e. g., Cursor, Replit, Lovable, or similar) to automate tasks, validate data, test APIs, or streamline workflows.
• Driven to “own your destiny” by building small scripts, utilities, or workflows that make onboarding faster, cleaner, and more scalable.

Consultative and Communication Skills:

• Ability to be assertive; advise customers on the best approach rather than simply taking requirements.
• Experience navigating escalations and difficult conversations with professionalism.
• Excellent written and verbal communication; ability to simplify technical concepts.

Problem-Solving and Ownership:

• Strong analytical skills with a bias for action; thrives in ambiguity.
• High ownership mentality: independently unblocks, drives outcomes, and keeps projects moving.

Good-to-Have Skills:

• Experience implementing or supporting systems like Salesforce, Workday/BambooHR, NetSuite, and ERP/CRM/finance tools.
• Background in professional services, customer success, or PSA tools (Rocketlane, Asana, Wrike, Jira, ClickUp, Salesforce PSA).
• Understanding of SSO/SAML, enterprise IT processes, or data migration.
• Familiarity with SQL for basic data validation.
• Project Management certifications (PMP, CSM) or equivalent mindset.
• Experience in high-growth SaaS environments.

You should apply if you:

• Love owning customer outcomes end-to-end.
• Are technically curious and enjoy solving integration and workflow problems.
• Thrive in customer conversations; even the tough ones.
• Want to help shape the future of an AI-first professional services org.
• Are energized by autonomy, impact, and building something that scales.