Implementation Manager

About Moab

Moab is building a modern, all-in-one software platform for equipment dealers and rental businesses. The equipment dealer and rental market is a key part of the multi-trillion dollar construction, agriculture, and logistics industries, and is currently underserved by antiquated incumbent software solutions (most of which were founded in the 1980s and 1990s). Our vision is to connect everyone who is selling, buying, renting, servicing, or utilizing equipment, starting with a new system-of-record for equipment rental businesses that will help our customers create efficiency in the back office and generate more revenue in the front office.

We’re a small team of energetic, dedicated, and passionate individuals. We value team members who can not only roll up their sleeves to do hands-on work, but also think clearly and creatively about the big picture. At Moab, you’ll find significant room for career growth, fostered by a meritocratic culture that prioritizes individual and team development.

About the role

The implementation manager helps to manage the end-to-end training and implementation that enable Moab to onboard new customers. As part of the implementation team, we’re looking for an individual to help lead training, implementing and on the ground customer success for new customers.

As an implementation manager at an early stage start-up, you will have to balance speed vs process while supporting extremely aggressive goals related to growth and efficiency. This is the type of role where you’ll consistently have to do the job of someone two levels above you (e.g., meet with a CEO of a large business) and two levels below you (e.g., respond to customer support tickets). This role rewards do-ers.

What you’ll do

• You’ll design virtual and in-person training for new customers of Moab.
• You'll travel 10-50% of the time depending on the month.
• You’ll oversee and facilitate new customer user training and support through the implementation lifecycle.
• You’ll manage implementations in varying phases concurrently.
• You’ll create training and implementation plans for customers including what sessions are virtual and in-person and align with the customer on scheduling.
• You’ll cultivate relationships with these customers and manage expectations.
• You’ll accurately assess risk and adjust the project plan with minimal impact to go-live timing.
• You’ll work directly with Moab’s founding team to help solve some of the businesses top priorities.
• You’ll lead cross-functional efforts, building project roadmaps, getting alignment from different parties, and working through roadblocks as they come up, owning the end-to-end implementation of a given initiative.
• You’ll pinch hit where necessary, filling in critical gaps to ensure the business can run smoothly.
• You’ll identify consistent pain points and develop and iterate on processes to help the company solve issues over time.
• You’ll communicate across teams, bridging different parts of the organization to achieve cross-functional outcomes.
• You’ll deepen client engagements through strategic interactions, serving as an advisor and advocate for key stakeholders, driving advocacy, organic growth, and referrals.

What you need

• Either 8+ total years of experience working at a top equipment rental company (e.g., United, Sunbelt, Herc, Cat Rental Stores, top speciality rental companies etc.) or 4+ total years managing complex software deployments
• You have an incredibly high execution bar and will see projects through from conception to tactical completion to move Moab forward.
• You consider people, and you love solving complex, ambiguous, cross-functional problems in a people-centric way.
• You’re both high ownership and low ego, approaching everything with strong outcome orientation and high humility.
• You’re genuinely curious and creative, wanting to dive deep into a variety of operational processes and systems problems and wanting to think critically to define optimal solutions.
• You’re observant and anticipate cross-functional issues/needs and potential solutions before the the rest of the company notices.
• You’re tactical and don’t only sit at a 30,000 foot level.
• You’re discerning and an incredibly fast learner.

Nice to haves

• Our office is in NYC, ideally the candidate lives in NY. We are also open to remote for the right candidate.