Customer Implementation Manager

Customer Implementation Manager

Salary: Not specified Location Type: Not specified Employment Type: Not specified

Company Overview

May Mobility is transforming cities through autonomous technology to create a safer, greener, more accessible world. Based in Ann Arbor, Michigan, May develops and deploys autonomous vehicles (AVs) powered by our innovative Multi-Policy Decision Making (MPDM) technology that literally reimagines the way AVs think.

Our vehicles do more than just drive themselves - they provide value to communities, bridge public transit gaps and move people where they need to go safely, easily and with a lot more fun. We’re building the world’s best autonomy system to reimagine transit by minimizing congestion, expanding access and encouraging better land use in order to foster more green, vibrant and livable spaces. Since our founding in 2017, we’ve given more than 300,000 autonomy-enabled rides to real people around the globe. And we’re just getting started. We’re hiring people who share our passion for building the future, today, solving real-world problems and seeing the impact of their work. Join us.

Job Summary

May Mobility is expanding its Customer Success team with a new role that will oversee the execution of new site launch projects. We are seeking an experienced Customer Implementation Manager to build and execute project management processes that enable May’s growth and scalability. The role is responsible for ensuring successful planning and launching of May’s service within existing site expansions and new markets, driving continuous improvement into launch projects, and overall acceleration of our launch cycles. This customer-facing role reports directly to the Director of Customer Success, and is expected to work closely with multiple internal teams to ensure proper workstream organization and value delivery.

Essential Responsibilities

• Serve as the central contact for all things related to customer launches, owning the project management and delivery of new sites and expansions.
• Manage multiple projects and clearly communicate across internal and external cross-functional teams.
• Work with multiple stakeholders to manage expectations and timelines, ensuring clear and on-time project delivery.
• Learn existing processes and analyze for improvements that reduce each customer’s time-to-value (TTV).
• Develop launch process playbooks in conjunction with the existing customer journey.
• Build relationships and work cross-functionally to scope, plan and track each launch project, and drive process improvements across the organization.
• Proactively identify project roadblocks and mitigate risks through advanced problem solving, critical and creative thinking skills, and escalation management.
• Travel to site launches as needed to collaborate with Autonomy, Operations, Product, and customer teams.
• Lead both internal and customer-facing meetings throughout the launch stage, providing clear updates on status and execution plans across multiple levels.
• Own the post-mortem reporting process, focusing on successes, problem root causes, and actionable steps for improvement.

Skills and Abilities

Success in this role typically requires the following competencies:

• Ability to organize and communicate clear deliverables and deadlines for individual projects.
• Proficiency in connecting individual projects with broader business objectives that improve organizational performance.
• Routinely work cross-functionally within May and across to our partners and customers to build trust and solve problems while helping customers realize May’s product value.
• Integrate with internal and external stakeholders to deliver value.
• Ability to quickly learn and become a subject matter expert on complex product offerings.
• Leverage software solutions that enhance the organization and alignment of projects.

Qualifications and Experience

Candidates most successful in this role typically hold the following qualifications or comparable knowledge or experience:

Required:

• 5+ years of experience in Customer Success with direct responsibility for project management and implementation.