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Mandrel · 15 hours ago

Implementation Manager

New York Office

Full-time

Onsite

Mid Level

$120K/yr - $160K/yr

3+ years exp

Mandrel is building the AI-native ERP for physical goods, and they are seeking an Implementation Manager to own customer onboarding and drive time-to-value for customers post-sale. This role is critical to ensuring customers are successfully live on Mandrel’s platform and realizing value quickly and reliably.

AnalyticsBusiness IntelligenceConsumer GoodsLogisticsSoftwareSupply Chain Management

Responsibilities

Own end-to-end implementations for 10–15 customers concurrently, dedicating 100% of your time to driving successful, on-time go-lives

Develop a deep understanding of each customer’s business, systems, and data flows to optimize implementation plans and accelerate time-to-value

Lead implementation projects from kickoff through go-live, including requirements gathering, system configuration, integrations, testing, and launch

Map customer tech stacks (ERP, accounting systems, commerce platforms, EDIs, WMS, IMS, BI tools) and guide customers through technical setup and integration workflows

Map processes, vendors, document flows associated with client Accounting and Finance workflows

Serve as the primary point of contact for customers during implementation, setting expectations, driving accountability, and maintaining momentum

Advocate for customers internally by clearly articulating needs, risks, and tradeoffs to product and engineering teams

Confidently push back on unreasonable or out-of-scope requests while maintaining trust and alignment with customer stakeholders

Identify patterns across implementations and build the playbook for a repeatable, scalable implementation process as Mandrel grows

Partner closely with sales, solutions, product, and engineering to ensure smooth handoffs and tight feedback loops

Qualification

Implementation managementTechnical integrationProject managementERP systems familiarityCustomer onboardingCommunicationCollaborationProblem solvingAdaptability

Required

3–6 years of experience in Implementation, Professional Services, Product, Accounting, or Consulting roles, ideally at early-stage startups or high-growth SaaS companies

Experience managing multiple concurrent technical implementations with external customers

Ability to operate fluently in both business and technical contexts, engaging with executives as well as system admins and technical teams

Familiarity with ERP, accounting, inventory, or supply-chain systems and how they integrate in a broader technology stack

Strong project management skills with a track record of delivering complex projects on time

Strong communicator: Communicates clearly and concisely, tailoring messaging to executives, operators, and technical stakeholders alike

Collaborative: Leans into tough conversations with empathy and respect; takes ownership and follows through; helps teammates beyond formal scope

Implementation fundamentals: Experienced in onboarding customers onto complex SaaS platforms, including project management, integrations, and go-live execution

Customer EQ: Genuinely curious about customers' businesses and challenges; skilled at asking probing questions and earning trust

Technical fluency: Comfortable with technical concepts and integration methodologies; able to explain how Mandrel works as an accounting system in relation to other tools

Problem solver: Identifies root causes, breaks down complex issues, and gathers the right information to drive resolution

Strong prioritization: Effectively balances urgency and impact across multiple concurrent implementations

Comfortable with ambiguity: Thrives in open-ended environments, creates structure where none exists, and adapts quickly as priorities shift