Implementation Lead

Accountabilities: You will own the implementation lifecycle for a portfolio of new customers and partners, coordinating the people, processes, and technical requirements needed to achieve successful launches and sustained adoption. Manage end-to-end implementations for agencies, host agencies, enterprise customers, and strategic partners, from contract handoff and kickoff through data migration, testing, training, go-live, and adoption. Establish project timelines, milestones, and activation targets, following up with customers to maintain momentum and ensure they complete the activities required for successful adoption. Lead weekly partner status meetings, maintain project risk registers, escalate major concerns early, and keep internal stakeholders informed of progress. Coordinate closely with Account Management and company leadership on implementation goals, customer priorities, and rollout requirements. Build in-depth knowledge of the platform, API, and system architecture to address technical questions, troubleshoot issues, and determine when Engineering or Account Management support is required. Coordinate technical onboarding for API and white-label partners, including travel insurance providers, by translating requirements between external IT teams and internal technical stakeholders. Own data migrations and field mapping for contacts, duplicates, and bookings, while coordinating bulk account, team, billing, and subscription setup. Troubleshoot single sign-on (SSO) issues, resolve day-to-day technical questions, and manage technical administration requests from Account Management. Develop and deliver initial customer and team onboarding, partner staff training, agent webinars, and office hours, with particular attention to back-office processes such as commissions and reconciliation. Create clear customer communications for large-scale rollouts and coordinate routing and welcome emails with Revenue Operations. Develop and maintain standardized implementation playbooks covering kickoff, data mapping, parallel testing, training, communications, go-live checklists, and handoffs, including API and white-label processes. Define responsibilities, handoff procedures, and service-level agreements between Sales, Implementation, Strategic Accounts, and Customer Experience. Contribute to the development of a broader services portfolio, beginning with data migration services. Track implementation performance through time from contract signature to launch, adoption against partner ramp targets, and partner customer satisfaction. Requirements The ideal candidate is a proactive, technically capable implementation professional with experience delivering B2B SaaS projects from kickoff to go-live. You should be comfortable managing complex rollouts, coordinating multiple teams, building scalable processes, and guiding customers through technical and operational changes. At least 2 years of experience as a Technical Implementation Specialist, Technical Account Manager, or Technical Project Manager within a SaaS company. Demonstrated experience managing customer implementations or onboarding projects from initial planning through launch. Hands-on knowledge of integrations, APIs, data migration, field mapping, bulk account setup, single sign-on (SSO), and administrative tools. Ability to manage complex projects involving multiple stakeholders, teams, dependencies, and technical requirements. Experience designing standardized processes, implementation frameworks, and repeatable operational playbooks. Strong project coordination and risk management skills, with the ability to identify issues early, recommend solutions, and secure stakeholder alignment. Confidence presenting technical information, leading customer training sessions, and communicating effectively with senior agency stakeholders. Excellent organizational and written communication skills, with a strong commitment to documentation and customer trust. Strong ownership mindset, taking responsibility for implementation outcomes and proactively driving projects forward. Critical thinking and problem-solving abilities, including the judgment to resolve issues independently and escalate appropriately. Ability to explain technical concepts clearly to non-technical audiences and translate partner requirements into actionable plans. Strong cross-functional collaboration skills, with the ability to build effective relationships across Sales, Product, Engineering, Revenue Operations, and Customer Experience. A collaborative and dependable approach, with a willingness to share knowledge, support teammates, communicate constructively, and celebrate collective achievements. The following qualifications are considered strong advantages: Experience in the travel industry, particularly with host agency operations and back-office systems such as commissions, reconciliation, and advisor payroll. Previous experience implementing API or white-label partnerships. Experience developing service offerings, particularly data migration services. Experience creating customer communications for large user bases. Benefits On-target earnings of $90,000–$100,000 , depending on experience, comprising a base salary of $75,000–$85,000 plus performance-based compensation. Flexible Time Off. Annual travel stipend. Health, dental, and vision insurance coverage for employees and their families. 401(k) plan with automatic company contributions. Annual team retreats at exciting destinations. Technology and learning budgets. Remote work opportunities anywhere in the United States, or a hybrid arrangement from offices in Lincoln, Nebraska; Omaha, Nebraska; or Pennington, New Jersey. Opportunities to take ownership, influence operational processes, expand responsibilities, and grow alongside the organization. A collaborative and supportive work environment that values kindness, curiosity, diverse perspectives, and shared achievements.