Manager, Implementation Service

About the job

At BuildOps, we’re building a groundbreaking software solution, purpose-built to support today’s commercial contractors. From helping our customers manage their service department all the way to project management, we’re breaking the mold and building a team that invests in our mission statement. We love driven, self-motivated folks experienced in tech start-ups and thrive in fast-paced environments. Could you be our next hire?

This candidate will join a well-funded, fast-growing technology startup with the unique opportunity to help build out a critical function for the company.

As a Manager/Senior Manager of Implementation (IM), you’ll need to develop deep expertise of the BuildOps product so that you’re able to lead team members to architect solutions to complex implementation problems and provide adequate technical support for your team. You will need to understand our customers’ multi-dimensional workflows, how our product supports these workflows, how our data integrates with third-party accounting solutions, and ultimately what business value we drive to our customers. You will also be expected to meet Live ARR goals by managing activation numbers, delivering regular performance reports, managing capacity and scheduling, leading process-related initiatives, working with our Customer Support team to troubleshoot issues, and building trusted relationships with our customers. If this sounds like you, please apply to join our team!

What you will do:

• Manage a team of Implementation Managers to ensure all implementations are completed on time and to the satisfaction of customers.
• Become a deep product expert so that you can support your team and help architect solutions to more complex implementation challenges.
• Work closely with Sales and Customer Success to manage customer expectations and facilitate seamless handoffs at both ends of the implementation lifecycle.
• Demonstrate mature judgment in negotiating and resolving conflicts with customers.
• Give detailed product demonstrations to both internal and external stakeholders.
• Conduct discovery sessions with customers and articulate any relevant product requirements to the Product team when your team cannot determine an ideal solution through configuration.
• Lead and mentor the implementation team, fostering a collaborative and high-performance culture at BuildOps. Provide guidance, training, and professional development opportunities to team members.
• Serve as a key point of contact for clients during the implementation phase. Build strong client relationships and address any concerns or challenges that arise, maintaining a high level of customer satisfaction.
• Foster effective communication channels to address potential customer roadblocks or issues.
• Conduct quality assurance checks throughout the implementation process to ensure the accuracy and completeness of data and configurations.
• Be willing to travel (heavy travel first 6-9 months) anywhere in the U.S. or Canada to meet with customers in-person.

What we look for:

• Bachelor's degree in Business, Computer Science, Engineering, or a related field (Masters preferred).
• Proven experience (5+ years) in leading implementation teams within SaaS platform companies, preferably in the construction or related industry.
• Strong project management skills, with a track record of successfully delivering complex projects on time and within scope.
• Excellent leadership and team-building abilities, with a focus on driving a positive and collaborative work environment.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with customer and internal stakeholders.
• Technical aptitude and a good understanding of SaaS platforms, APIs, and integrations.
• Analytical mindset, with the ability to leverage data and metrics to drive decision-making and process improvements.
• Flexibility and adaptability in a fast-paced and rapidly changing startup environment.
• Strong analytical and problem-solving skills, with the ability to use data to inform decisions
• Strong leadership skills, with a focus on driving results and achieving goals

What we offer:

• Competitive based salary 
• Competitive salary and stock options
• This is a hybrid work for our office in Santa Monica based headquarters. (3 times per week in office)
• A comprehensive benefits package
• Flexible PTO.
• Company events like BBQs and team-building activities, both in-person and virtual
• Talented and motivated team members who care deeply about one another (seriously, everyone is rooting for your success!)
• The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers

About BuildOps:
BuildOps is a fast-paced, high-growth start-up committed to transforming a $300B+ industry through an innovative all-in-one SaaS platform. Leveraging the latest technology, we’re taking Commercial Specialty Contractors from the world of pen and paper to cloud-based, data-driven operations. Our leadership team has deep experience in both the Construction and SaaS technology industries, as well as a resume that includes Stanford, Harvard, Wharton, Cornell, Microsoft, Salesforce, and multiple successful start-up exits.

BuildOps has been tripling year-over-year while raising over $100 million in total funding (including a $50 million recent round in March 2023). Top-tier investors like Founders Fund, Siemens, B Capital Group (BCG's venture arm), 01 Advisors, and more have backed BuildOps! Also, Dick Costolo, former CEO of Twitter, just joined our board, adding to an impressive group of investors/advisors including former President of Salesforce, Gavin Patterson; CAA founder Michael Ovitz; NFL legend Joe Montana; and Boost Mobile CEO Stephen Stokols.

Forbes Magazine
“BuildOps is unique because it addresses the problem of efficiency in construction for an often-overlooked audience. Rather than focusing on large projects, or catering to owners, they look to the needs of technician-heavy subcontracting firms working in the commercial space.”

TechCrunch
“The new financing will be used to support the company’s continued growth. BuildOps sells software that integrates scheduling, dispatching, inventory management, contracts, workflow and accounting into a single software package for commercial real estate contractors with staff ranging from a few dozen to several hundred employees.”

Crunchbase
In a statement, [former NFL superstar] Joe Montana noted that his firm (Liquid 2 Ventures) has an investment thesis in supporting America’s working class… “I just love the idea of making their lives far easier and better,” he said. With BuildOps, “you have one solution that does it all and talks seamlessly to every single part of their business from parts to ordering to inventory and more.”