Manager, Implementation Management
WFA Digital Insight
As the demand for AI marketing solutions continues to surge, with over 70% of marketing teams adopting AI-powered tools in 2025, skilled implementation managers are in high demand. Hightouch, a pioneer in AI marketing, is seeking a seasoned leader to oversee its implementation management team. With a unique blend of technical expertise and people management skills, this role offers a chance to make a meaningful impact in the industry. Before applying, candidates should be aware of the need for strong technical knowledge, excellent communication skills, and the ability to drive delivery excellence in a fast-paced environment.
Job Description
About the Role
The Manager, Implementation Management role at Hightouch is a critical position that requires a unique blend of technical expertise, people management skills, and experience in driving delivery excellence. As a leader of the implementation management team, you will be responsible for overseeing the onboarding process of new customers, ensuring that they derive value from the Hightouch platform quickly and reliably. This role entails working closely with cross-functional teams, including Customer Success, Product, and Engineering, to surface systemic delivery issues and inform product and process improvements.The ideal candidate will have a deep understanding of the technical aspects of implementation management, as well as the ability to coach and mentor team members to achieve excellent results. A strong track record of building and scaling high-performing teams, establishing clear delivery standards, and driving accountability is essential.
As a key member of the Hightouch team, you will be expected to maintain a deep technical knowledge of the platform and stay current with product developments. This will involve partnering with Engineering and Product to translate recurring customer challenges into product and tooling improvements, as well as establishing and evolving technical best practices and implementation standards.
What You Will Do
- Build, hire, and develop a high-performing team of Implementation Managers
- Coach and mentor team members on both technical execution and customer-facing skills
- Establish clear goals, performance metrics, and accountability tied to implementation outcomes
- Foster a culture of technical rigor, ownership, and continuous improvement
- Develop and scale implementation frameworks that balance consistency with flexibility for complex use cases
- Identify delivery risks early and drive mitigation plans across accounts
- Ensure a consistently high bar for customer onboarding and launch experiences
- Maintain deep technical knowledge of the Hightouch platform and stay current with product developments
- Establish and evolve technical best practices and implementation standards
- Lead complex technical escalations and unblock high-risk customer situations
- Partner with Engineering and Product to translate recurring customer challenges into product and tooling improvements
What We Are Looking For
- 5+ years of experience in implementation management, technical program management, or a related field
- Proven track record of building and scaling high-performing teams
- Strong technical knowledge of cloud data warehouses, AI marketing platforms, or related technologies
- Experience with Excel and other data analysis tools
- Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams
- Strong problem-solving skills, with the ability to drive delivery excellence in a fast-paced environment
- Experience with agile development methodologies and version control systems
- Strong understanding of the marketing and growth landscape, with a focus on AI-powered solutions
Nice to Have
- Experience with Snowflake, Databricks, or other cloud data warehouses
- Knowledge of LLMs and agentic AI
- Familiarity with Hightouch or similar AI marketing platforms
- Certification in a related field, such as Scrum Master or Product Owner
Benefits and Perks
- Competitive salary and equity package
- Comprehensive health, dental, and vision insurance
- Flexible PTO and remote work arrangements
- Opportunity to work with a cutting-edge AI marketing platform
- Collaborative and dynamic work environment
- Professional development opportunities, including training and conference sponsorship
- Access to the latest technologies and tools
- Recognition and reward for outstanding performance
How to Stand Out
- Develop a strong understanding of AI marketing platforms and their applications in the industry.
- Highlight your experience with implementation management, technical program management, or related fields.
- Showcase your technical skills, including proficiency in Excel and other data analysis tools.
- Prepare to discuss your experience with cross-functional teams and your ability to drive delivery excellence.
- Be ready to demonstrate your problem-solving skills and ability to think critically in a fast-paced environment.
- Research Hightouch and its products to understand the company's mission and values.
- Practice your communication and interpersonal skills to effectively work with the team and customers.
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