Implementation Manager

The Implementation Manager is responsible for leading the successful onboarding, configuration, and adoption of our platform for new clients. This role bridges the gap between sales, product, and customer success by ensuring smooth transitions, efficient project execution, and long-term customer satisfaction. The ideal candidate has experience working in SAAS customer implementations, is detail-oriented, highly organized, and skilled at managing multiple stakeholders across complex projects.

YOUR LIFE AT HAKU


Our state of the art, stunning offices overlooking Biscayne Bay in Miami are home to a diverse, thoughtful, and dynamic group of passionate professionals. We love solving challenges, fostering strong relationships with our customers, creating innovative technology, and winning together as a team - we think you'll love it too.

As a Team Member, You'll Be Eligible To Benefit From:

• Flexible PTO + paid holidays
• Top-quality benefits package (Health, Dental, Vision, STD, LTD, and Life Insurance)
• 401k with employer matching (after 90 days)
• Hybrid work model (after 90 days)
• Parental Leave: paid parental leave for birthing and non-birthing parents (after 1 year)
• Professional Development Reimbursement (after 6 months)
• Monthly credit towards wellness activities (gym, meal plans, mental health costs)
• Free access to wellness subscriptions, mental health and financial planning platforms
• Discounted rates for pet insurance and voluntary life insurance and exclusive employee discounts through Perkspot
• Company-paid parking in the heart of Brickell
• State-of-the-art Apple computer and accessories
• Wellness activities, happy hours, and company-wide fun events
• Top-of-the-line office facilities, including an on-site gym and wellness center, fully stocked kitchen, and more

WHAT YOU’LL DO

Project Management

• Lead end-to-end implementation projects, from kickoff through go-live and transition to Customer Experience team.

• Develop and manage project plans, timelines, milestones, and deliverables.

• Monitor risks, issues, and dependencies, ensuring proactive mitigation.

Client Onboarding & Relationship Management

• Serve as the primary point of contact for new clients during implementation.

• Translate client requirements into actionable system configurations and workflows.

• Provide training, best practices, and ongoing guidance to ensure client readiness.

Cross-Functional Collaboration

• Partner with Sales to ensure smooth handoff and clear expectations.

• Collaborate with Product, Engineering, and Support teams to resolve technical issues and drive solutions.

• Work closely with Customer Experience to ensure a seamless transition post-implementation.

Process & Continuous Improvement

• Work with the Implementation Director to improve implementation processes to drive consistency and efficiency.

• Gather client feedback to identify opportunities for product enhancements.

• Contribute to documentation, playbooks, and internal knowledge sharing.
  
  

WHO YOU ARE

Experience

• 3–5+ years of project management, client services, or implementation experience (in SaaS).

• Proven track record of managing multiple projects with varying complexity and timelines.

Skills

• Strong project management skills with knowledge of methodologies (Agile, Waterfall, or hybrid).

• Excellent communication and presentation skills, with the ability to engage technical and non-technical stakeholders.

• Analytical mindset with problem-solving abilities.

• Ability to balance customer advocacy with organizational priorities.

Tools

• Familiarity with CRM, project management, and collaboration tools (e.g., Salesforce, Asana, Jira, Google Sheets, Slack).

• Proficiency in Microsoft Office Suite and/or Google Workspace.

MORE ABOUT HAKU

haku is a state-of-the-art technology platform that powers world-renowned events. Our SaaS product equips event organizers of all sizes with an impactful business platform that enables them to plan, organize, promote, and execute their events. The bulk of our customers make up the enterprise tier of our market and include organizations like the Marine Corps Marathon, runDisney, The Philadelphia Eagles, the Bank of America Chicago Marathon, the Big Sur Marathon, Team in Training, Lexus Corporate Run, and many more.

We’re proud to be a minority-owned business and an equal-opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Our vision as an employer is to establish a work environment where everyone is welcome, and anyone has the right to succeed

For more information about our company, please visit our website at www.hakuapp.com/careers

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