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Implementation Manager

Hyderabad, India

Why Work at Reputation?

  • We are an innovation engine with 31 technology patents, ranked in the top three of all competitors.
  • Our customer-centric focus has led to a nearly 200% revenue growth from 2016 to 2019.
  • The platform is used by three of the top five automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.
  • We've raised over $117 million in funding from the same A-list venture capital firms that backed Google, Microsoft, and Intuit.
  • Our executive management team is diverse and committed to building a performance-based culture where excellence is rewarded and careers are developed.
  • Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

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Job Summary:

SaaS studies show that 30% of customer churn can be attributed to poor customer implementation. That is why the Implementation Manager (IM) role is so crucial to and their enterprise customer’s experience. As a member of the Professional Services organization, you will responsible for the first step in the customer journey. You will work closely with solutions architecture and customer success departments and you will interface with new customers and own the implementation process; efficiently and effectively transitioning our customers to the next phase of their journey.


  • Identifying and understanding your projects’ individual goals and drivers for the platform.

  • Strategically consulting with customers to define implementation plans that are designed to streamline the customers time to value.

  • Work with multiple stakeholders within your projects for gathering the required data for onboarding. Including consulting with users to determine system functional specifications.

  • Creatively configuring our software through design, development, documentation, and testing to bring maximum value to each customer’s unique use case.

  • Working closely with solutions architecture and engineering teams to define requirements and PM custom development work where required by your customers.

  • Assuring that customers successfully complete the implementation phase and are seamlessly transitioned to the support and customer success functions.

  • Be the main contact point for our customers during the handoff from Pre-sales and then managing the setup, provisioning, and implementation, leading to the handover into Support.

  • Be responsible for 25-35 projects simultaneously.

  • Additional duties as assigned.


  • Minimum 5+ years of customer facing experience in an implementation, customer success, project management or customer support role.

  • SaaS experience a huge plus.

  • Bachelor’s degree or equivalent required.

  • Highly organized, self-driven and eager to provide a superior customer service experience.

  • Key to this role is being able to guide the customer to value and work within a project timeline.

  • Able to be the trusted advisor and coach, it falls to the IM to apply the software to achieve the customers strategic business goals.

  • The successful candidate must have excellent interpersonal skills, be a strong communicator, well organized and analytical with the ability to work well under pressure.

  • Be able to travel to the customer when needed and be available during normal and off hours.

  • Knowledge of and/or Microsoft Excel preferred.

  • Able to manage a project consisting of individuals and maintain timelines, this will consist of working across disciplines including Professional Services, Data Science, Client Success Managers, Global Support Delivery, and our partner out of India.

More on Reputation:

The majority of consumers — 90% — say online reviews influence their purchasing decisions. Yet marketing departments are at the mercy of third-party algorithms they don't control, and no amount of marketing spend can offset the negative impact of a weak online reputation.

Our Reputation Score, much like the consumer FICO score, is an indispensable index for every business, and the accurate measure of how a company can get found, get chosen and get better. Global companies across industries such as Healthcare, Automotive, Retail Services, Property Management, Financial Services, Storage, and more use our platform to:

  • Monitor, request and respond to online reviews
  • Improve star ratings and search result rankings
  • Audit and maintain business listings and location directories across the web
  • Manage social media engagement and advertising
  • Make operational changes to improve customer experience
  • Maximize customer retention and revenue

Reputation is a World Economic Forum Global Growth Company funded by top-tier venture capital firms such as Kleiner Perkins, Bessemer Venture Partners, Ascension Ventures, August Capital, Heritage Group, and Icon Ventures.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Applicants only - No 3rd party agency candidates.

Job ID: 648ed246189418556e8ed82806902a14d45a717d15435bbaf374814f8b8fb4cf
Employment Type: Other