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As an Implementation Manager at Drata, you will play a crucial role in onboarding and guiding customers through the successful adoption of our software solutions. By understanding their business needs, configuring the platform accordingly, and leading them through the implementation process, you will ensure a seamless transition that helps customers achieve their security and compliance goals. As a subject matter expert, you will leverage your project management, customer engagement, and technical problem-solving skills while collaborating with cross-functional teams to deliver exceptional customer experiences.
What you’ll do:
- Project Management: Own the end-to-end implementation process by creating and managing project timelines, defining key milestones, and ensuring all deliverables are met on schedule. Develop and maintain comprehensive project plans, proactively monitor progress, identify potential risks, and implement mitigation strategies to ensure smooth onboarding and successful customer outcomes.
- Customer Relationship Management: Build strong, trust-based relationships with customers by understanding their unique business needs and translating them into tailored implementation plans. Serve as a proactive advisor, anticipate needs, advocate internally, and drive long-term customer satisfaction and success.
- Software Configuration: Configure and customize the SaaS platform to align with each customer’s specific needs, ensuring optimal integration with their business processes while balancing best practices and platform capabilities.
- Collaboration: Partner closely with cross-functional teams—including Sales, Solution Architects, Product, Engineering, and Customer Support—to coordinate seamless implementations. Ensure clear communication, smooth handoffs, and proactive alignment across all internal and external stakeholders.
- Training and Support: Deliver tailored training sessions, workshops, and knowledge-sharing materials to empower customers to use the platform effectively and confidently. Provide ongoing support throughout the implementation process, addressing questions, resolving concerns, and equipping users for long-term success.
- Problem Solving: Identify, troubleshoot, and resolve both routine and complex technical, process, and configuration challenges that arise during implementation. Collaborate with internal experts and leverage cross-functional resources to drive timely resolutions while maintaining a customer-centric approach.
- Documentation: Create and maintain thorough and accurate documentation covering the entire implementation process, including customer requirements, configurations, key decisions, customizations, and post-implementation best practices to ensure knowledge continuity and future scalability.
What you’ll bring:
- Proven project management expertise with a track record of managing multiple customer implementations simultaneously, delivering projects on time while balancing competing priorities.
- Strong customer engagement skills, with the ability to build trust, understand unique business needs, and tailor solutions to drive customer satisfaction and long-term success.
- Hands-on experience configuring SaaS platforms, with the technical acumen to understand platform capabilities, limitations, and best practices to align technology with business processes.
- Exceptional communication and cross-functional collaboration skills, with the ability to clearly convey complex information, foster alignment across teams, and build strong working relationships with both customers and internal stakeholders to drive successful implementations.
- Strong problem-solving mindset, with the ability to think critically, troubleshoot technical and process challenges, and escalate or collaborate when needed to quickly resolve customer issues.
- A customer-first mindset and commitment to acting as a trusted advisor, helping customers achieve their security and compliance goals through proactive guidance, advocacy, and ongoing relationship management.
- Ability to contribute to continuous improvement, bringing forward ideas and feedback to refine implementation processes, enhance customer experiences, and contribute to Drata’s culture of innovation and operational excellence.
Benefits:
- Supplemental Health Benefits Offered
- Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
- Flexible Time Off: Flexible vacation policy for strong, fully charged batteries
- 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child
- Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office
This role will receive a competitive base salary, variable compensation, benefits, and stock, typically in the form of Restricted Stock Units (RSUs).
A variety of factors are considered when determining someone’s leveling and compensation–including a candidate’s professional background and experience. These ranges may be modified in the future and final offer amounts may vary from the amounts listed above.
Drata is on a mission to help build trust across the internet.
Drata is a security and compliance automation platform that continuously monitors and collects evidence of a company's security controls, while streamlining compliance workflows end-to-end to ensure audit readiness.
We all recognize the importance of earning and keeping the trust of our customers when it comes to protecting their data. We've felt firsthand how burdensome achieving and maintaining a strong security and compliance posture can be at a fast-growing company. It’s a manual, redundant, error-prone, and unscalable process - and it only grows more complex and expensive over time.
Our team of SaaS, security, compliance, and audit experts have built a better way - with automation.
Employment at Drata is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.
