Implementation Manager

Company Overview:

Ribbiot is an operations management platform built for physical industries such as construction, crane services, utilities, and specialty contracting. We help companies simplify how they manage people, processes, and equipment by replacing paper workflows and fragmented systems with a single platform that delivers real operational visibility.

Role Overview:

Ribbiot is hiring its first Implementation Manager. This is a hands-on execution role focused on getting customers live, successful, and operational as fast as possible. You will own implementations end-to-end, work directly with customers in the field and in their offices, and turn sold deals into real operational outcomes.

This role is not about managing people or building perfect processes in a vacuum. It is about doing the work, solving problems, and building repeatable approaches by shipping implementations and learning from them. You will work closely with Sales as your primary internal partner, alongside Product and Engineering, to ensure customers are set up correctly from day one. You will also partner with Marketing to capture customer wins, quantify operational improvements, and help customers clearly articulate the ROI they are achieving with Ribbiot.

Responsibilities:

• Own customer implementations from post-sale handoff through go-live and early adoption
• Work directly with customers to understand their operational workflows and translate them into Ribbiot
• Partner directly with Sales to support deal scoping, implementation planning, and smooth transitions from close to kickoff
• Work hands-on with customers to configure workflows, forms, and operational setups within Ribbiot
• Translate real-world customer operations into practical system configurations and workflows
• Identify blockers, gaps, and risks during implementation and drive them to resolution
• Serve as a frontline problem solver for customers during onboarding and early usage
• Collaborate closely with Product and Engineering to surface feedback, bugs, and improvement opportunities
• Create clear internal and customer-facing documentation, guides, and runbooks
• Develop repeatable implementation playbooks that can scale as the company grows
• This role will include occasional travel and face-to-face time with customers during implementations or key onboarding moments.

Required Qualifications:

• 3+ years of experience in software implementation, customer support, customer success, or a similar customer-facing SaaS role
• Bachelor’s degree in Computer Science, Engineering, or a related technical field
• Extremely strong written and verbal communication skills
• Strong execution mindset with a bias toward action and ownership
• Highly process-oriented with a natural instinct for documentation and standardization
• Comfortable building workflows, procedures, and systems from scratch
• Confident working directly with customers and explaining technical concepts clearly
• Self-starter who takes ownership and thrives in an early-stage environment
• Able to balance customer needs, sales expectations, and product constraints

Nice to Have:

• Experience working closely with Sales teams in a post-sale or implementation capacity
• Experience with construction tech, field operations software, or operational platforms
• Experience creating SOPs, onboarding documentation, or internal knowledge bases
• Experience configuring forms, workflows, or structured data systems
• Comfort building clear presentation materials and customer decks using Canva
• Startup or early-stage company experience

What Success Looks Like:

• Customers are implemented efficiently, clearly, and consistently
• Processes are documented, repeatable, and continuously improving
• Sales trusts that deals handed off will be executed cleanly
• Product feedback is grounded in real operational usage
• Customers feel supported, confident, and successful using Ribbiot
• Implementation approaches improve through repetition and execution

Why Ribbiot:

• You will own implementation at Ribbiot from the ground up
• Direct impact on customers, revenue, and product direction
• Real ownership and impact from day one
• Opportunity to grow with the company as the team scales
• Work that directly improves how physical industries operate

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