<h3>About us</h3><p>Vouched is the leading AI-powered identity verification platform that securely verifies the identities of both AI agents and humans. Vouched enables enterprises to confidently trust digital interactions. Used by organizations around the world, Vouched verifies millions of human and AI agent identities annually, delivering unmatched speed, accuracy, and regulatory compliance.</p><p></p><h3>Overview of the role</h3><p>The Implementation Manager will own the end-to-end onboarding process for new customers, ensuring fast time-to-value and a seamless customer experience. You’ll be the project driver for implementations — coordinating customers, the Solutions Consultant, and internal stakeholders — while also serving as second-line technical triage for Customer Success and providing backup coverage for support.</p><p>In addition, you’ll occasionally partner with Sales and Solutions Consultants in pre-sales cycles to provide technical expertise, demo workflows, and guide customers on best practices.</p><p>A key part of this role is delivering customer training on how to use the Vouched platform and dashboard. You’ll ensure customers not only launch successfully but also feel confident managing their workflows, reporting, and day-to-day use of the product.</p><p>This role blends structured project management, customer relationship building, technical troubleshooting, training delivery, and pre-sales collaboration. The right person thrives in a startup environment, can manage multiple stakeholders, and knows how to both push projects forward and dive into technical details when needed.</p><h3>What you will do</h3><h3>Customer Onboarding &amp; Project Management</h3><ul> <li>Own implementation projects from kickoff to go-live, ensuring customers achieve success quickly.<br />Deliver customer training sessions on the Vouched dashboard and key workflows.</li> <li>Develop and maintain reusable training materials (decks, recordings, documentation) to scale customer education.</li> </ul><h3>Pre-Sales Collaboration</h3><ul> <li>Partner with Sales and Solutions Consultants to provide technical support in customer evaluations and demos.</li> <li>Guide prospects through platform capabilities, dashboard workflows, and integration considerations.</li> <li>Serve as a trusted advisor on best practices to ensure smooth transition from pre-sales to implementation.</li> </ul><h3>Technical Triage &amp; Support</h3><ul> <li>Act as second-line triage for the Customer Success Managers on customer issues requiring deeper technical investigation.</li> <li>Run SQL queries (Snowflake or similar) to analyze data and troubleshoot onboarding and post-launch issues.</li> <li>Read and interpret API documentation and developer references to support integrations and reproduce customer issues.</li> <li>Document and escalate issues clearly to Product and Engineering when fixes are required.</li> <li>Participate in support coverage rotation, handling escalated tickets to ensure timely resolution.</li> </ul><h3>Cross-Functional Collaboration</h3><ul> <li>Partner closely with Solutions Consultants and Sales during pre-sales, and with Customer Success Managers post-implementation, to ensure a seamless end-to-end customer journey.</li> <li>Provide structured feedback loops to Product and Engineering on recurring onboarding and support issues.</li> </ul><h3>Continuous Improvement</h3><ul> <li>Track and report on onboarding KPIs (e.g., time-to-go-live, implementation success rate, customer health at 30 days).</li> <li>Build implementation playbooks, training resources, and troubleshooting guides to help scale the team.</li> <li>Identify opportunities to streamline onboarding and reduce time-to-value.</li> </ul><ul> <li>5+ years in customer-facing implementation, technical account management, or project management roles within B2B SaaS.</li> <li>Strong project management skills — proven track record of managing multiple concurrent implementations.</li> <li>Technical aptitude:</li> <ul> <li>Proficiency in SQL (Snowflake or similar).</li> <li>Comfort with APIs and developer documentation.</li> <li>Experience triaging technical issues and collaborating with engineering to resolve them.</li> </ul> <li>Experience delivering customer training sessions — comfortable presenting dashboards, workflows, and reporting features to both technical and business users.</li> <li>Strong customer relationship management skills with both technical and executive stakeholders.</li> <li>Driver mentality — proactive, decisive, and skilled at managing multiple stakeholders.</li> <li>Excellent communication skills for simplifying technical topics and influencing across teams.</li> </ul><h3>Preferred</h3><ul> <li>Experience in identity verification, fintech, or healthcare SaaS.</li> <li>Familiarity with support tools (e.g., Zendesk).</li> </ul>