Implementation Lead

About the Role

We're looking for sharp, highly motivated individuals to join our team! As an Implementation Lead, you'll work directly with our SMB customers to drive successful onboarding of new products and programs and ensure long-term satisfaction and adoption. Partnering closely with Account Executives and cross-functional stakeholders, you’ll play a critical role in deepening relationships with strategic accounts, optimizing program performance, and delivering exceptional customer service that creates lasting impact.

What You Will Do

• Work with our customers and internal teams to understand the needs and goals of each customer. Use this understanding to create mutually beneficial goals and influence the customer.
• Create a strategy for a seamless launch and implementation that enhances employee adoption and usage - continuing to supervise for 2-4 months post-launch and provide data-based recommendations for improvement.
• Communicate effectively and manage internal and external stakeholders by setting and managing timelines and project plans for implementation.
• Deliver tailored training and enablement to ensure customer teams are confident and successful through live sessions, scalable resources, or custom collateral.
• Oversee end-to-end technical setup, including account configuration, integrations (SFTP/SCIM/Expense), and support for billing or reporting workflows.
• Collaborate closely with cross-functional teams (Sales, Product, Support, Marketing, and Finance) to ensure client feedback is acted on and the customer experience continuously improves.
• Identify and mitigate risks by anticipating challenges and developing action plans that prioritize customer retention and program growth.

Basic Qualifications:

• Bachelor's Degree
• 3+ years of experience in a client-facing role and/or project management
• Strong analytical, organizational and problem-solving skills
• Proficient in data analysis, interpreting results to drive meaningful conclusions
• Experience in influencing stakeholders to drive decision-making

Preferred Qualifications

1. Strong prioritization skills - able to manage your time effectively, prioritizing high-value clients, while working with multiple customers to deliver on goals and improve processes.
2. Outstanding interpersonal skills, both written and verbal communication, and strong group facilitation skills.
3. Outstanding organizational skills and the ability to balance your attention to detail with swift execution - we need to do things quickly and seamlessly.
4. Speed, resourcefulness, and a go-getter attitude. Be agile and thrive when operating in new spaces and fast-paced environments.
5. The drive to contribute to a positive team environment and collaborate by always sharing strategies with your peers.
6. Tech-savviness. You'll be using multiple systems in your role, and Salesforce experience is a plus.
7. Excellent communication and collaboration abilities.
8. Strong analytical, organizational and problem-solving skills
9. Proficient in data analysis, interpreting results to drive meaningful conclusions
10. Experience in influencing stakeholders to drive decision-making

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For Chicago, IL-based roles: The base salary range for this role is USD $81,000 per year - USD $90,000 per year.

For New York City, NY-based roles: The base salary range for this role is USD $90,000 per year - USD $100,000 per year.

For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.