Motivity

Implementation Manager – Practice Management

Motivity

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Lead end-to-end implementation process for new customers, ensuring timely and successful onboarding
  • Coordinate cross-functionally with internal teams to deliver seamless onboarding experiences
  • Own Time to Value (TTV) metrics and drive continuous improvement in implementation timelines
  • Support clean handoff from sales and to post-sale team, ensuring all necessary documentation and context is transferred
  • Drive activities that directly support customer retention and expansion opportunities
  • Identify and communicate upsell or cross-sell opportunities during the implementation phase
  • Establish expectations that set the tone for long-term customer success through active listening and staying present in every customer interaction
  • Understand customer pain points and work to resolve issues promptly; provide solutions when presented with issues in customer meetings
  • Translate customer needs effectively to internal audiences
  • Mitigate churn risk by ensuring customers achieve early wins and value realization
  • Manage escalations by pulling in appropriate resources from Motivity and customer organizations
  • Navigate complex and ambiguous situations with confidence, even when immediate answers aren't available
  • Track implementation timelines, milestones, and deliverables using CRM systems
  • Maintain accurate and up-to-date project documentation throughout the implementation lifecycle
  • Contribute to building out knowledge base documentation for ongoing process improvement
  • Ensure all stakeholders are informed of project status and any potential risks
  • Demonstrate high level of accountability for project outcomes and customer success
  • Deliver engaging and effective training sessions to customers of varying technical skill levels
  • Make sense of complex product features and translate them into clear, actionable guidance for customers
  • Serve as a dynamic presenter with strong “classroom management” skills, fielding questions while keeping sessions on track
  • Support timely responses on practice management questions, including scheduling and billing
  • Monitor adoption metrics and proactively address barriers to full platform utilization

Requirements

  • 3-5 years of experience in implementation, onboarding, training, or customer success roles or equivalent experience in the ABA space
  • Proven track record of successful software implementations or SaaS onboarding
  • Experience with CRM systems and project management tools
  • Solid knowledge of Practice Management in the ABA space or a related field
  • Demonstrated ability to work cross-functionally and influence without authority
  • Experience delivering training to groups with strong classroom management skills
Benefits
  • Additional information about the role includes clean handoff to post-sale team
  • Strong collaboration with Sales, Product, Support, and Customer Success teams
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
implementationonboardingtrainingcustomer successproject managementsoftware implementationsSaaS onboardingCRM systemsdocumentationadoption metrics
Soft Skills
cross-functional collaborationactive listeningproblem-solvingcommunicationaccountabilitypresentation skillsclassroom managementinfluence without authoritycustomer interactionnavigating ambiguity