Manager, Implementation & Delivery

Avoca • New York, NY

2d • Onsite

About The Position

As Implementation & Delivery Manager at Avoca, you'll lead the team responsible for bringing world-class software implementations to our clients. This newly created role owns post-sales delivery, with a focus on onboarding clients and implementing new products on time and to exceptional quality standards.
This is a player-coach role. You'll lead by example, work directly with clients, and partner closely with TAMs, Forward-Deployed Engineers, Sales, and Product & Engineering to build a scalable delivery function.

Requirements

• 2 to 5 years leading implementation, professional services, technical account management, or technical customer success teams at B2B software companies, plus 5+ years as an individual contributor.
• Proven track record of hiring and developing individual contributors in technical, client-facing roles.
• Experience driving operational change in a delivery team and showing measurable results.
• Strong executive presence with the ability to build trust with client stakeholders and navigate escalations.
• A collaborative approach with cross-functional teams, especially Product, Engineering, and Sales.
• Clear, direct communicator who can simplify complexity for both technical and non-technical audiences.
• Self-motivated, entrepreneurial, and comfortable operating in fast-moving, high-growth environments.
• Thrives on owning processes end-to-end and balancing multiple initiatives simultaneously.
• Autonomous, self-directed, and comfortable working with ambiguity.
• A proactive and effective communicator.
• Collaborative, organized, and efficient.
• Eager to work in person at our NYC or Santa Barbara office full time.

Responsibilities

• Hire, coach, and develop your team. Be their advocate, keep them challenged, and hold a high bar for performance.
• Manage workloads and resource allocation to optimize team capacity and performance while ensuring client milestones are met.
• Partner with Sales to design a clean handoff process from close to kickoff, including capturing and validating client requirements early.
• Work with Product and Engineering to stay current on new features and products so you can build repeatable implementation playbooks.
• Design scalable approaches to onboarding across client segments, including education and training materials that help clients get to value faster.
• Advocate for product improvements that matter most to implementation clients.
• Build and maintain dashboards and reporting to track client health, project progress, and team performance.
• Serve as the escalation point for at-risk implementations and engage directly with executives at our most strategic accounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed