Implementation Manager

About Rebar

What You Bring

• 1-3 years in a client-facing SaaS Implementation, Onboarding, Client Success, or Client Training role
• Experience training or onboarding external clients, or presenting software to end users
• Clear, confident communication: you can explain technical concepts simply and stay calm when a client is frustrated
• Strong organization and follow-through across several clients at once
• Eagerness to learn a technical industry and real interest in construction and the trades
• Comfort working onsite in NYC full-time, with occasional travel to client sites
• Bonus
• Exposure to construction, HVAC, MEP, or another technical/industrial industry
• Experience creating training content (videos, docs, workshops)
• Familiarity with HubSpot, Intercom, or similar CRM and support tools
• What Success Looks Like
• First 30 Days
• Build foundational knowledge of the product, core workflows, and our customer segments (manufacturer reps, distributors, and mechanical, plumbing, and controls contractors)
• Shadow client calls, trainings, and onboardings with the implementation team
• Begin handling common client questions over chat and email
• First 60 Days
• Confidently demo core product features
• Co-lead client trainings with the Director or Senior Implementation Manager
• Contribute at least one new training asset (video, guide, or FAQ)
• First 90 Days
• Run client trainings independently
• Lead smaller implementations end to end, from Sales handoff through go-live
• Build toward owning full implementations and onsite kickoffs
• Own day-to-day communication for a set of onboarding clients
• Manage tasks and timelines for onboardings with support from senior team members
• Compensation & Benefits
• Competitive salary based on experience
• Equity: meaningful grant, aligned with your background
• Benefits: medical, dental, vision
• Perks: free lunches and dinners
• This is a full-time, onsite role in NYC’s Flatiron District, steps from Madison Square Park and Union Square.

Qualifications

• 1-3 years in a client-facing SaaS Implementation, Onboarding, Client Success, or Client Training role
• Experience training or onboarding external clients, or presenting software to end users
• Clear, confident communication: you can explain technical concepts simply and stay calm when a client is frustrated
• Strong organization and follow-through across several clients at once
• Eagerness to learn a technical industry and real interest in construction and the trades
• Comfort working onsite in NYC full-time, with occasional travel to client sites
• Exposure to construction, HVAC, MEP, or another technical/industrial industry
• Experience creating training content (videos, docs, workshops)
• Familiarity with HubSpot, Intercom, or similar CRM and support tools
• What Success Looks Like
• First 30 Days
• Build foundational knowledge of the product, core workflows, and our customer segments (manufacturer reps, distributors, and mechanical, plumbing, and controls contractors)
• Shadow client calls, trainings, and onboardings with the implementation team
• Begin handling common client questions over chat and email
• First 60 Days
• Confidently demo core product features
• Co-lead client trainings with the Director or Senior Implementation Manager
• Contribute at least one new training asset (video, guide, or FAQ)
• First 90 Days
• Run client trainings independently
• Lead smaller implementations end to end, from Sales handoff through go-live
• Build toward owning full implementations and onsite kickoffs
• Own day-to-day communication for a set of onboarding clients
• Manage tasks and timelines for onboardings with support from senior team members
• Compensation & Benefits
• Competitive salary based on experience
• Equity: meaningful grant, aligned with your background

Preferred Qualifications

• Bonus

Responsibilities

• Support and Lead Client Trainings: help deliver virtual and in-person trainings, then run sessions on your own as you ramp
• Learn the Industry: shadow implementations, client calls, and onsite kickoffs to understand how our customers estimate, quote, and run their businesses. Work towards owning onboardings and implementations from kick-off to go-live.
• Own Day-to-Day Client Communication: answer inbound questions over email, live chat, video calls, and tickets with fast, accurate, helpful responses
• Build Training Content: create and maintain tutorials, short videos, FAQs, and guides that make complex features easy to adopt for technical and non-technical users
• Keep Onboardings on Track: manage tasks, follow-ups, and timelines in our CRM and ticketing tools, and flag adoption blockers early
• Be the Voice of the Customer: capture feedback from trainings and calls and share it with Product, Engineering, and Sales
• Grow Into Full Implementations: take ownership of onboardings from Sales handoff through go-live as your knowledge grows