Engagement Manager

Implementation Engagement Manager

At Build Ops, we’re building a groundbreaking software solution, purpose-built to support today’s commercial contractors. From helping our customers manage their service all the way to project management, we’re breaking the mold and building a team that invests in our mission statement. We love driven, self‑motivated folks experienced in tech start‑ups and thrive in fast‑paced environments. Could you be our next hire?

• 5+ years of proven leadership and project management skills, with experience building, mentoring, and scaling project teams for enterprise or strategic customers.
• Experience building customer facing processes and best practices to ensure successful integrations and adoption of software solutions.
• Exceptional people skills: empathetic, adaptable, confident, and skilled in building trust across diverse personalities and customer stakeholders.
• Strategic thinker with strong analytical and problem‑solving abilities.
• Deep expertise in managing complex customer relationships and fostering partnerships, including delivering executive business reviews to C‑level contacts.
• Customer advocate that ensures customer needs are met and they receive the maximum value from the platform.
• Proactive individual who anticipates customer needs and executes quickly.
• Highly organized with impeccable attention to detail and the ability to prioritize in a dynamic environment.
• Proficiency with project management tools like GuideCX, Salesforce, and a data‑driven approach to decision‑making.
• Familiarity with accounting ERP systems (e.g., Quick Books, Sage, Viewpoint) or the commercial contractor industry is a strong plus.

• Up to 25% travel to support on‑site implementations and customer engagement.
• Ready, willing, and able to travel and assist with our customers; up to 50% travel target for the position.

• Act as the primary point of contact for clients, building strong relationships and understanding their needs and expectations.
• Act as a bridge between clients and internal teams, facilitating communication, resolving issues, and ensuring alignment on project goals.
• Oversee the implementation and/or integration of Build Ops solutions, ensuring projects stay on track.
• Discover and overcome any product or workflow challenges to ensure Go‑Live date timelines are met.
• Act as a strategic partner and escalation point for key customer accounts, resolving challenges and fostering satisfaction and advocacy.
• Proactively identify key customer relationships and understand their needs and expectations.
• Identify, assess, and mitigate potential risks that could impact project timelines or outcomes.
• Help customers navigate the transition to new software, addressing concerns and managing resistance to change.
• Standardize and scale team systems, workflows, playbooks, and best practices to improve outcomes and efficiency while supporting a growing customer base.
• Leverage data analytics to identify trends, uncover opportunities, and implement improvements that drive success for both customers and Build Ops.
• Work with the leadership team to develop and execute strategies for further account software adoption.
• Serve as the voice of the customer by collecting and synthesizing feedback to influence product development and company priorities across Product, Sales, and Implementation.
• Champion a customer‑centric culture, ensuring every team interaction reflects Build Ops’ commitment to excellence and empowerment of commercial contractors.

• You have tech start‑up experience.
• You have experience in and around the speciality contractor or construction world.

• 138-172k base salary + bonus.
• Generous equity grants – become an owner in our company.
• A comprehensive benefits package.
• Work from home stipend.
• Flexible paid time off.
• Company events like BBQs and team‑building activities, both in‑person and virtual; lunch provided for in‑office days.
• Talented and motivated team members who care deeply about one another.
• The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers.
• Flexible PTO and hybrid work schedules.
• One‑time…