Implementation Manager

About Citylitics Inc.

Citylitics delivers predictive intelligence on local utility & public infrastructure markets

What is Infrastructure? It is the roadways you rely on to safely get to Grandma's house, it's the potable water that comes out of your kitchen tap that you wash your family's food with and it's the energy that heats our homes and powers our digital lifestyles.

Every year, trillions of dollars are spent on all areas of infrastructure to maintain our quality life and move our economy forward. However, our infrastructure is no longer equipped to meet the needs of the future. We hear about infrastructure failures, whether bridge collapses, power blackouts, or water main breaks, every day in the news. Climate change and extreme weather events are disrupting the basic infrastructure we took for granted for years.

Citylitics is solving the hardest data problems in infrastructure while building the sales intelligence platform that enables a faster, more transparent, and more efficient infrastructure marketplace. We turn millions of unstructured documents into high value intelligence feeds and datasets that are available on an intuitive user experience. Our goal is to enable solution providers to connect with cities with relevant infrastructure needs in a faster and more digital way than historic market channels. As more companies adopt our platform, cities & utilities will be able to access solutions that deliver on the promise of moving towards a more resilient, sustainable, and equitable infrastructure future.

Who Are We Looking For?

We are seeking an experienced Implementation Manager to lead the onboarding and implementation function for our sales intelligence platform. This role will ensure customers experience a seamless transition from signed contract to first business impact, driving early value realization and setting the foundation for long-term success. The Implementation Manager will also lead a team of Implementation Specialists and Associates, providing coaching, direction, and process improvement to drive consistent, high-quality onboarding experiences.

What You Will Achieve:

• Project manage the full implementation lifecycle, from kick-off to successful delivery in collaboration with Customer Success Managers.
• Manage and mentor a team of Implementation Specialists and Associates responsible for customer onboarding and configuration.
• Lead customer onboarding sessions, workshops, and configuration meetings to ensure alignment on data requirements, project timelines, and success criteria.
• Coordinate internal teams (Data, Engineering, Product, Sales, Customer Success) to ensure timely delivery of technical components, integrations, and data configurations.
• Act as the primary point of contact for customers during the implementation phase, managing expectations, timelines, and escalations.
• Facilitate data integration, cleaning, mapping, and testing as needed to ensure the platform is delivering the expected value.
• Deliver product training and enablement to ensure customers are prepared to adopt and leverage the platform effectively.
• Scope, price, and package professional services engagements, including custom configurations, data integrations, and data solutions.
• Continuously improve the implementation process, documentation, and playbooks based on customer feedback and internal learnings.
• Identify risks, delays, or scope changes early, proactively managing them to ensure successful outcomes.

• 3+ years of people management experience, leading implementation, onboarding, or customer-facing delivery teams.
• 5+ years of customer-facing experience in implementation management, customer onboarding, or project management roles within a SaaS, data services, or technology company.
• Proven ability to manage complex, multi-stakeholder customer projects with both technical and business teams.
• Strong project management and professional services management skills, including scoping, pricing, and margin management.
• Strong organizational and project management skills (Ability to use JIRA or similar platforms is a plus).
• Excellent communication, stakeholder management, and problem-solving skills.
• Familiarity with data products, APIs, CRM, or BI tools is highly desirable.
• Ability to manage multiple implementations and services engagements simultaneously in a dynamic environment.

Why Citylitics?

• This is a rare opportunity to influence positive change within one of the biggest societal challenges of our generation: sustainable public infrastructure
• You get to support a disruptive solution with a compelling value proposition into an industry that is eager to hear from you and in a market with no direct competition.
• We live at the cross section of infrastructure, scaleup and data science/AI. There is no other team like us in Toronto.
• There is no corporate bureaucracy here. You will accomplish more here in a few months than what you would in a few years at a large, entrenched technology company.
• We believe that Data and AI will play an outsized role in our future, so we equip every team member with access to Generative AI tools and our full Data Universe to enhance their productivity and encourage innovation through experimentation.
• We are proud to offer every CityZen an internal mentorship program, in-role professional growth, skill-based development & learning, and internal promotion opportunities.
• We work hard, we play together, we win as a team! We are on a mission to solve infrastructure while savoring the moment and celebrating the little details along the way.

Citylitics is an equal opportunity employer. We are passionate about providing a safe workplace where everyone is accepted and has the opportunity to grow with us. We are committed to making diversity and inclusivity part of our culture!