Do work that matters.
At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity.
Our core values drive us in our important mission of keeping people safe & informed:
- We’re humans not robots
- Customers always come first
- We work better together
- Simplicity is our strength
- Our reputation is priceless
- Hard work pays off
AlertMedia is looking for a customer-focused Implementation Manager who will take immediate ownership of our customer relationships with a focus on providing the highest level of strategic partnership as they begin their customer journey. The Implementation Manager (IM) serves as a thought partner, product expert, and project manager. As a part of AlertMedia’s larger Customer Operations team, IMs believe that implementation sets the tone for our long-term partnership, leading to customer advocacy and future renewals. IMs are determined to guide customers through a successful deployment, accomplishing key milestones and maximizing product and feature enablement, before transitioning the customer to the dedicated Customer Success Manager (CSM).
As one of the fastest growing software companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand!
Who you are:
You are an accomplished IM with proven success in strategically onboarding and implementing a project or software across a range of customer profiles. You naturally approach situations with a consultative, solution-driven approach and embrace each customer relationship as a true partnership. You are comfortable navigating ambiguity, synthesizing complex information, and leveraging AI and emerging technologies to enhance strategic thinking, communication, and customer outcomes. You are a dedicated customer advocate who thrives in complex environments, enjoys working cross-functionally, and is energized by helping customers translate business objectives into meaningful outcomes.
What you get to do every day:
- Act as the primary owner of multiple concurrent customer implementations, balancing time to value with customers’ intended timelines
- Lead the customer kickoff meeting, translating pre-sales objectives into a structured implementation plan by aligning on business outcomes, success criteria, stakeholders, and mutually agreed-upon expectations
- Facilitate regular implementation working sessions with the customer, navigating customer objections when warranted
- Serve as a strategic advisor to customer stakeholders, helping translate business objectives into scalable AlertMedia programs, operational processes, and long-term success plans
- Strategize with the larger Customer Operations team to provide customers with industry-specific best practices, proven AlertMedia solutions, and emerging capabilities that support operational maturity and long-term program success
- Clearly communicate action items across internal and external teams and provide regular project updates to the customer
- Sensitively manage and interpret data, consulting on data imports and automations
- Respond to customer inquiries in a thoughtful and timely manner, displaying ownership in all interactions
- Diligently manage implementation milestones and overall project status internally in Gainsight and monday.com
- Ensure visibility for the dedicated CSM throughout implementation, leading to a seamless IM-to-CSM transition once the customer is deployed
- Actively participate in a cross-functional feedback loop with Leadership and Product Management teams to continuously improve, scale, and modernize the Strategic implementation experience, including the thoughtful adoption of AI, automation, and emerging product capabilities
- Contribute to AlertMedia’s culture, values, and vision for the future
What you bring to the role:
- 3+ years’ experience in a strategic customer-facing role as Implementation Manager / Customer Success Manager / Account Manager
- 2+ years' experience leading SaaS implementations with demonstrated project management skills and the ability to prioritize competing customer needs
- Experience navigating complex, decentralized, multi-national organizations with competing stakeholder priorities
- Proven ability to build credibility and influence stakeholders ranging from project managers and system administrators to executive sponsors and business leaders
- Thoughtful use of AI and emerging technologies to synthesize information, improve decision-making, enhance communication, and drive customer outcomes while maintaining strong judgment and customer empathy
- Proficiency in Excel is required; experience with Salesforce, Gainsight, and monday.com is preferred
- Enthusiasm for partnering cross-functionally with Customer Success, Customer Support, Technical Solutions, Sales, Marketing, Product Management, and Engineering, including Executive-level visibility
- Strong analytical, negotiation, and creative problem-solving skills
- The aptitude to learn and be coached
Location: Strong preference for candidates located in Austin, Texas to work a hybrid (2 days a week) in our downtown headquarters with flexibility for travel for occasional customer onsites
Sponsorship: This position is not eligible for visa sponsorship. Candidates must have existing authorization to work in the U.S. without the need for sponsorship now or in the future
Why you’ll love working at AlertMedia:
At AlertMedia, you won’t just build your career — you’ll be part of something meaningful, surrounded by people who genuinely care about the work and each other.
- Competitive base salary + Company-wide bonus program
- Generous and flexible time off and parental leave policies
- Health benefits - Medical, Dental, Vision and Life Insurance are 100% paid for employees!
- 401K with generous company match
- Amazing rewards and incentives – we love celebrating each other!
- Commitment to community service with opportunities to give back
- A Best Places to Work company 10 years in a row and numerous other awards
- Access to new downtown office with 360 views of Austin, high-tech building gym and nearby running trails
- Ongoing career development opportunities through our Learning & Development team
- You'll do meaningful work—while growing your career in a fast-moving, global company with an award-winning culture
About AlertMedia:
AlertMedia, backed by Vista Equity Partners, helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including JetBlue, Coca-Cola Bottling, and Walmart—in more than 150 countries.
We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com
By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/
Skills Required
- 3+ years experience in a strategic customer-facing role (Implementation Manager / Customer Success / Account Manager)
- 2+ years leading SaaS implementations with demonstrated project management skills
- Experience navigating complex, decentralized, multi-national organizations with competing stakeholder priorities
- Proven ability to build credibility and influence stakeholders from project managers to executive sponsors
- Thoughtful use of AI and emerging technologies to synthesize information and drive customer outcomes
- Proficiency in Excel
- Experience with Salesforce, Gainsight, and monday.com
- Enthusiasm for cross-functional partnership with Customer Success, Support, Technical Solutions, Sales, Product, and Engineering
- Strong analytical, negotiation, and creative problem-solving skills
- Aptitude to learn and be coached
- Authorization to work in the U.S. without visa sponsorship
- Strong preference for Austin, TX area and ability to work hybrid with occasional travel
What the Team is Saying
AlertMedia Compensation & Benefits Highlights
-
Healthcare Strength — Core medical, dental, vision, disability, and life insurance premiums are fully employer‑paid for employees, with subsidized options for dependents. Feedback suggests this comprehensive coverage is a central strength of the package.
-
Parental & Family Support — Fully paid parental and bonding leave for birthing and non‑birthing caregivers is complemented by family‑forming support via Carrot. Feedback suggests these policies materially support a range of family paths.
-
Leave & Time Off Breadth — A flexible time‑off policy is paired with a paid six‑week sabbatical after six years of service. Feedback suggests this mix supports rest and longer‑term renewal.
AlertMedia Insights
What We Do
AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. Our team of in-house intelligence analysts and meteorologists work around the clock to monitor thousands of data sources around the world, providing our customers and employees with verified, credible information to protect them from impending threats. AlertMedia has been recognized both nationally and locally for its exceptional company culture, most recently being named to Inc. Magazine’s Best Workplaces list for 2023. We were also named to Forbes’ list of America’s Best Startup Employers for two consecutive years, Austin Business Journal’s Best Places to Work for nine consecutive years, and Built In Austin’s 100 Best Places to Work in Austin. Located in the heart of downtown Austin in the "smartest building in the city", AlertMedia inspires and invests in our employees through continuous developmental experiences, including Career Month, community volunteering, mentorship programs, Employee Resource Groups, and weekly "Tuesday Lunches" where the company comes together to learn about and discuss any business updates. AlertMedia also facilitates a robust internship program, working with universities (including HBCUs), non-profit organizations like Hiring Our Heroes, and similar partners to invest in the future of our diverse workforce.
Why Work With Us
AlertMedia employees have a strong connection to our mission and product. An anonymous employee survey recently revealed 99% of our people feel the work they do is important and making a direct impact, 94% feel our diverse, grow-from-within culture is collaborative and supportive, and 92% are taking advantage of our career development opportunities
Gallery
AlertMedia Teams
AlertMedia Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our hybrid policy provides flexibility so employees can work and collaborate from home or in our Austin offices, either full- or part-time. We ask employees in Austin to join us on Tuesday for company-sponsored lunch to connect and learn together.
