Customer Implementation Manager

May Mobility is transforming cities through autonomous technology to create a safer, greener, more accessible world. Based in Ann Arbor, Michigan, May develops and deploys autonomous vehicles (AVs) powered by our innovative Multi-Policy Decision Making (MPDM) technology that literally reimagines the way AVs think.

Our vehicles do more than just drive themselves - they provide value to communities, bridge public transit gaps and move people where they need to go safely, easily and with a lot more fun. We're building the world's best autonomy system to reimagine transit by minimizing congestion, expanding access and encouraging better land use in order to foster more green, vibrant and livable spaces. Since our founding in 2017, we've given more than 300,000 autonomy-enabled rides to real people around the globe. And we're just getting started. We're hiring people who share our passion for building the future, today, solving real-world problems and seeing the impact of their work. Join us.

Job Summary

May Mobility is expanding its Customer Success team with a new role that will oversee the execution of new site launch projects.

We are seeking an experienced Customer Implementation Manager to build and execute project management processes that enable May's growth and scalability. The role is responsible for ensuring successful planning and launching of May's service within existing site expansions and new markets, driving continuous improvement into launch projects, and overall acceleration of our launch cycles. This customer-facing role reports directly to the Director of Customer Success, and is expected to work closely with multiple internal teams to ensure proper workstream organization and value delivery.

Essential Responsibilities

• Serve as the central contact for all things related to customer launches, owning the project management and delivery of new sites and expansions.
• Manage multiple projects and clearly communicate across internal and external cross-functional teams.
• Work with multiple stakeholders to manage expectations and timelines, ensuring clear and on-time project delivery.
• Learn existing processes and analyze for improvements that reduce each customers' time-to-value (TTV).
• Develop launch process playbooks in conjunction with the existing customer journey.
• Build relationships and work cross-functionally to scope, plan and track each launch project, and drive process improvements across the organization.
• Proactively identify project roadblocks and mitigate risks through advanced problem solving, critical and creative thinking skills, and escalation management.
• Travel to site launches as needed to collaborate with Autonomy, Operations, Product, and customer teams.
• Lead both internal and customer-facing meetings throughout the launch stage, providing clear updates on status and execution plans across multiple levels.
• Own the post-mortem reporting process, focusing on successes, problem root causes, and actionable steps for improvement.
  
  

Skills and Abilities

Success in this role typically requires the following competencies:

• Ability to organize and communicate clear deliverables and deadlines for individual projects.
• Proficiency in connecting individual projects with broader business objectives that improve organizational performance.
• Routinely work cross-functionally within May and across to our partners and customers to build trust and solve problems while helping customers realize May's product value
• Integrate with internal and external stakeholders to deliver value
• Ability to quickly learn and become a subject matter expert on complex product offerings
• Leverage software solutions that enhance the organization and alignment of projects
  
  

Qualifications and Experience

Candidates most successful in this role typically hold the following qualifications or comparable knowledge or experience:

Required

• 5+ years experience in Customer Success with direct customer-facing experience
• Bachelor's Degree or equivalent experience
• Experience with problem-solving in a customer-facing environment
• Experience working cross-functionally with Engineering, Sales, Marketing, Product, and external partners
• Excellent verbal and written communication skills with the ability to explain complex and technical topics in an easily understood manner
  
  

Desirable

• Location proximity to Arlington, TX or central time zone
• Previous experience working with a complex technical product
• Previous startup experience
• Mobility operations and/or autonomous vehicle experience
  
  

Physical Requirements

• Standard office working conditions which includes but is not limited to:
• Prolonged sitting
• Prolonged standing
• Prolonged computer use
  

Travel required? - Moderate: 10-25%

Salary Range

$70,000—$100,000 USD

Benefits and Perks

• Comprehensive healthcare suite including medical, dental, vision, life, and disability plans. Domestic partners who have been residing together at least one year are also eligible to participate.
• Health Savings and Flexible Spending Healthcare and Dependent Care Accounts available.
• Rich retirement benefits, including an immediately vested employer safe harbor match.
• Generous paid parental leave as well as a phased return to work.
• Flexible vacation policy in addition to paid company holidays.
• Total Wellness Program providing numerous resources for overall wellbeing
  
  

Don't meet every single requirement? Studies have shown that women and/or people of color are less likely to apply to a job unless they meet every qualification. At May Mobility, we're committed to building a diverse, inclusive, and authentic workforce, so if you're excited about this role but your previous experience doesn't align perfectly with every qualification, we encourage you to apply anyway! You may be the perfect candidate for this or another role at May.

Want to learn more about our culture & benefits? Check out our website!

May Mobility is an equal opportunity employer. All applicants for employment will be considered without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, genetics or any other legally protected basis. Below, you have the opportunity to share your preferred gender pronouns, gender, ethnicity, and veteran status with May Mobility to help us identify areas of improvement in our hiring and recruitment processes. Completion of these questions is entirely voluntary. Any information you choose to provide will be kept confidential, and will not impact the hiring decision in any way. If you believe that you will need any type of accommodation, please let us know.

Note to Recruitment Agencies: May Mobility does not accept unsolicited agency resumes. Furthermore, May Mobility does not pay placement fees for candidates submitted by any agency other than its approved partners.