Implementation Lead

Responsibilities

Client & relationship management

• Own our largest, most complex, and most demanding accounts as technical and delivery lead, carrying a significant share of hands-on build work while managing the client relationship end-to-end
• Serve as the first line of client escalation across the services portfolio, resolving issues independently and escalating to the manager when appropriate
• Navigate difficult conversations and high-pressure situations with professionalism, keeping clients confident and projects on track

Project & delivery management

• Project manage all new application builds end-to-end, coordinating resources, timelines, dependencies, and communication from kickoff through go-live
• Manage delivery for select large or complex existing accounts, ensuring work stays aligned to client commitments
• Establish and maintain consistent delivery standards, documentation, and handoff processes, holding a high bar for quality and accuracy at every stage
• Take ownership of recurring delivery and coordination work across the team

Planning & support

• Support capacity forecasting, resource allocation, and utilization planning in partnership with the Implementation Manager
• Coordinate across time zones to support global clients and align internal and client-side stakeholders
• Contribute to operational and process improvements within the implementation function

• 5+ years of experience managing large, complex, and difficult accounts, with a track record of retaining and growing relationships under pressure
• Possesses the technical depth to serve as lead implementation engineer on any account and contribute hands-on as needed, including strong data modeling and relational database expertise, a consultative approach to scoping and problem definition, and demonstrated SaaS application experience
• Relentlessly detail-oriented, organized, and diligent - you treat precision as non-negotiable, follow through on every commitment, and never let things slip through the cracks
• Strong project management skills, with the ability to run multiple concurrent builds and competing priorities without dropping threads
• Proven ability to coordinate across time zones and work with globally distributed clients and teams
• Excellent written and verbal communication, including the ability to handle escalations and difficult client conversations with composure
• A self-starter who operates with autonomy and sound judgment, knowing when to resolve independently and when to escalate
• Some travel may be required.

Benefits

• Competitive salary and performance-based incentives
• Comprehensive health, dental, and vision insurance
• Retirement savings plan with employer match
• Paid Holidays
• Downtown Denver office with paid parking and gym
• Paid Parental Leave
• Hybrid work environment