Implementation Account Manager

Esper

Implementation Account Manager driving customer adoption and successful software delivery in SaaS environment at Esper. Collaborating with teams to ensure customer needs align with public policy goals.

Posted 7/21/2026full-timeAustin • Texas • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in implementation management and consultative account management within a SaaS environment, focusing on business process mapping, workflow configuration, and user adoption strategies. Strong organizational and communication skills are essential for managing complex deployments and maintaining positive client relationships.

Highest-signal resume keywords

Implementation ManagementBusiness Process MappingWorkflow ConfigurationProfessional Services Automation (PSA)Change Management Certification

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Applicant Tracking System Keywords

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Hard Skills

Implementation ManagementBusiness Process MappingWorkflow ConfigurationProject ManagementUser Adoption Strategies

Soft Skills

Emotional Intelligence (EQ)Consultative Discovery SkillsOrganizational SkillsCommunication Skills

Tools & Technologies

Professional Services Automation (PSA)CRM ToolsTeamworkRocketlaneJiraAsana

Certifications & Qualifications

PMPCAPMChange Management CertificationProsci

Industry Keywords

SaaSGovernment Operational ConceptsRegulatory FrameworksPolicymaking Processes

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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