Esper
Implementation Account Manager
Austin, Texas
Sponsorship not specifiedDetected 19 hours ago
Project ManagementJiraCRMAccount ManagementCustomer SuccessLeadershipCommunicationCollaboration
About the role
- As an Implementation Account Manager (IAM) within Esper's Professional Services team, you will play a pivotal role in driving customer adoption, time-to-value, and successful software delivery during the critical onboarding phase.
- Blending operational delivery rigor with strategic, consultative account leadership, you will act as a trusted business advisor to ensure that our platform directly maps to the client's operational workflows and long-term public policy goals.
- This role balances technical configuration guardrails with high-impact customer change management.
Responsibilities
- Enforce Configuration Guardrails: Manage a portfolio of deployments within a strict, time-bound delivery lifecycle, aggressively mitigating scope creep by balancing client business needs against standard product capabilities.
- Strategic Handoff Leadership: Formally evaluate project closure and drive a flawless post-launch handoff to the long-term Customer Success Manager (CSM), passing along clean workflow documentation to eliminate early-stage churn risk.
- Support Commercial Alignment: Review Statements of Work (SOWs) and change orders, identifying potential upsell, expansion, or expert/managed services opportunities during onboarding to pass to the Sales and CS teams.
- Pre-Sales Scoping Validation: Participate in the sales process as needed to validate implementation scope, timeline constraints, and delivery frameworks for incoming enterprise opportunities.
- Ability to manage multiple complex deployments, prioritize competing internal and external demands, and work under tight deadlines.
Requirements
- Minimum of 2 years of implementation management, consultative account management, or delivery-focused project management experience in a SaaS environment.
- Strong emotional intelligence (EQ) and consultative discovery skills, with an ability to speak fluently about both technical product boundaries and executive-level business value.
- Strong organizational and communication skills, both verbal and written, with the ability to firmly push back on out-of-scope requests while maintaining positive client relationships.
- Technical aptitude and proficiency with Professional Services Automation (PSA) and CRM tools.
- Ability to adapt to a rapidly evolving product and respond strategically to customer operational needs.
- Familiarity with project management and collaboration tools (e.g., Teamwork, Rocketlane, Jira, Asana).
Nice to have
- Requirements and Preferred Experience
- Bachelor's degree in business, computer science, public administration, or a related field (preferred), or equivalent experience.
- Knowledge of government operational concepts, regulatory frameworks, or policymaking processes is a strong plus.
- PMP, CAPM, or change management certifications (e.g., Prosci) are a plus.
Compensation
- Competitive salary and stock option packages
Benefits
- Competitive salary and stock option packages
- Top-tier health, dental, and vision insurance
- Short and long-term disability, life insurance, and an optional FSA account
- Office setup allowance and a monthly stipend for utilities
- Flexible vacation policy and paid company holidays
- Monitor and manage project health, timelines, and implementation deliverables in Teamwork to ensure accounts go live on schedule and within contract boundaries.
Company info
- the modernization of government operations and the transformative potential of data-driven decision-making.
- Our customer base is expanding rapidly, and we are building the team that will define how public policy is shaped for decades to come.
- The IAM establishes clear project boundaries, mitigates deployment risks, and navigates complex client environments from initial sales handoff through a flawless transition to the Customer Success team.
- The IAM partners closely with internal implementation and Engineering teams to transform new sales into active, high-utilization accounts.
- Esper was founded in 2018 with a mission to empower dynamic and responsive policymaking in government.
- We align existing data, stakeholders, and public policy goals to streamline the policymaking process at all levels of government.
- We imagine a world where policymaking is driven by data and insights from all stakeholders, transforming traditional bureaucracy into a dynamic and flexible system that encourages innovation and collaboration.
- As a fast-growing
- Drive Time-to-Value (TTV): Establish deployment scope, technical configuration milestones, and workflow mapping to ensure customers achieve rapid, meaningful business outcomes from the Esper platform.
- We are passionate about our mission to empower dynamic and responsive policymaking in government-government that operates efficiently, adapts to change, and strengthens public trust.
- We are here to support our civil servants and the private sector by creating a policymaking lifecycle that is more data-driven, transparent, and accessible.
This listing is sourced directly from Esper's careers page and normalized into a canonical job model.