As an Implementation Manager at Drata, you will play a crucial role in onboarding and guiding customers through the successful adoption of our software solutions. By understanding their business needs, configuring the platform accordingly, and leading them through the implementation process, you will ensure a seamless transition that helps customers achieve their security and compliance goals. As a subject matter expert, you will leverage your project management, customer engagement, and technical problem-solving skills while collaborating with cross-functional teams to deliver exceptional customer experiences.

REQUIREMENTS:

• Bachelor’s degree in a relevant field; additional certifications in project management or relevant areas are a plus.
• 3+ experience in software implementation or related experience, with a proven track record of successfully managing implementation projects.
• Solid understanding of SaaS software and cloud-based solutions.
• Experience in security, compliance, or related industries (SOC 2, ISO 27001, HIPAA, etc.) is a plus, but not required.
• Comfortable working in a fast-paced, dynamic environment and adapting to changing customer needs and project requirements.

• Project Management: Own the end-to-end implementation process by creating and managing project timelines, defining key milestones, and ensuring all deliverables are met on schedule. Develop and maintain comprehensive project plans, proactively monitor progress, identify potential risks, and implement mitigation strategies to ensure smooth onboarding and successful customer outcomes.
• Customer Relationship Management: Build strong, trust-based relationships with customers by understanding their unique business needs and translating them into tailored implementation plans. Serve as a proactive advisor, anticipate needs, advocate internally, and drive long-term customer satisfaction and success.
• Software Configuration: Configure and customize the SaaS platform to align with each customer’s specific needs, ensuring optimal integration with their business processes while balancing best practices and platform capabilities.
• Collaboration: Partner closely with cross-functional teams—including Sales, Solution Architects, Product, Engineering, and Customer Support—to coordinate seamless implementations. Ensure clear communication, smooth handoffs, and proactive alignment across all internal and external stakeholders.
• Training and Support: Deliver tailored training sessions, workshops, and knowledge-sharing materials to empower customers to use the platform effectively and confidently. Provide ongoing support throughout the implementation process, addressing questions, resolving concerns, and equipping users for long-term success.
• Problem Solving: Identify, troubleshoot, and resolve both routine and complex technical, process, and configuration challenges that arise during implementation. Collaborate with internal experts and leverage cross-functional resources to drive timely resolutions while maintaining a customer-centric approach.
• Documentation: Create and maintain thorough and accurate documentation covering the entire implementation process, including customer requirements, configurations, key decisions, customizations, and post-implementation best practices to ensure knowledge continuity and future scalability.