Customer Implementation & Success Manager

Customer Implementation & Success Manager Position Overview

Service Works is seeking a highly accountable and customer-focused Customer Implementation & Success Manager to guide new customers from contract signing through successful implementation, adoption, and transition to ongoing customer success.

This is not solely a training position
. Training is an important part of the role, but the position owns the overall onboarding outcome. The person in this role must understand each customer’s business, configure the Service Works platform to support their operations, manage implementation timelines, troubleshoot issues, coordinate internal resources, and ensure that customers are prepared to successfully operate within the system.

This is a fast-paced and demanding role that requires strong ownership, adaptability, urgency, and follow-through.

This is not solely a customer-training position. The person in this role owns the customer’s implementation, configuration, issue resolution, adoption, and successful go-live.

• Manage the complete customer implementation process from kickoff through go-live and transition.
• Serve as the primary point of contact for customers during implementation.
• Establish implementation goals, milestones, responsibilities, and target completion dates.
• Maintain momentum by following up on customer and internal action items.
• Identify implementation risks, delays, missing information, and adoption concerns early.
• Take ownership of moving each assigned customer toward a successful launch.

• Learn how each customer currently operates, including scheduling, dispatching, invoicing, payments, inventory, parts ordering, technician workflows, warranty processes, reporting, and other relevant functions.
• Ask detailed questions to understand the customer’s operational needs and desired outcomes.
• Translate customer business processes into appropriate Service Works configurations and workflows.
• Identify gaps between customer expectations, current processes, and available system functionality.
• Recommend practical workflow improvements when appropriate.

• Assist customers with configuring Service Works based on their business requirements.
• Validate company settings, users, roles, workflows, service areas, job types, inventory settings, integrations, and other onboarding components.
• Review imported or migrated data with customers and coordinate corrections when necessary.
• Test customer workflows before go-live to confirm that the system is configured appropriately.
• Ensure customers understand the operational impact of configuration decisions.

• Conduct structured training sessions for owners, administrators, office personnel, dispatchers, technicians, and other users.
• Customize training based on each customer’s workflow, responsibilities, and level of technical comfort.
• Demonstrate not only how features work, but how customers should use them within their daily operations.
• Evaluate whether customers are prepared to use the platform independently.
• Provide follow-up training or reinforcement when adoption gaps are identified.

• Support customers with questions and issues that arise during the implementation period.
• Investigate configuration, workflow, data, and user-adoption problems.
• Resolve routine issues directly whenever possible.
• Reproduce and document potential software defects before escalating them.
• Coordinate with Support, Data, Product, Development, Payments, or other internal teams when specialized assistance is required.
• Maintain ownership of the customer communication and outcome even when another department is involved.
• Confirm that escalated issues are followed through to resolution.

This position does not function primarily as a general customer-support queue agent. However, resolving customer issues is a significant responsibility when those issues affect implementation, training, adoption, or go-live readiness.

• Lead customer kickoff, progress, training, readiness, and transition meetings.
• Co…