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# Implementation Support Manager (Automotive SaaS)

- **Company:** Protomet Corporation
- **Location:** Atlanta, GA, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Software as a Service, DevOps, Issue Tracking Systems, Salesforce.Com, Information Technology
- **Published:** October 27, 2026
- **Apply:** https://www.thejobnetwork.com/job/d131b8d1-d81e-4d50-b440-7840a7a8618e/implementation-support-manager-automotive-saas

## About the Role

* Experienced leader: You've formally led a team of 5+ in implementation, technical support, client services, or service operations, and you want broader ownership of a function and its results.
 * Ready to step up: You're a senior specialist or team lead with 3+ years in a client-facing support or implementation role. You've been the go-to informal leader of your group, and you're ready for the formal role.

Either way, you have:

 * Experience working cases through a CRM or ticketing system
 * Comfort with data - you read queue and turnaround reports and use them to make decisions
 * A track record of coaching people to measurably better performance
 * Clear, steady communication with external partners by phone and email, including when the news isn't good
 * Strong organization and the ability to manage multiple queues, channels, and priorities at once
 * Comfort learning web-based tools hands-on

Nice to have

 * Salesforce case management experience
 * Automotive dealership, OEM, or automotive retail experience
 * Working familiarity with HTML/CSS
 * Experience in a high-volume SaaS environment

Education

High school diploma or equivalent required. A college degree is preferred but not required

## Description

As Implementation Support Manager, you'll lead the team that takes dealers from signed contract to live on Protomiq's platform. You own the outcome - the speed and quality of every go-live - across a process that runs through Sales, Client Success, dealers, OEMs, and vendor partners, most of whom don't report to you. The job is building the relationships, visibility, and escalation habits that move work you influence but don't control.

This is a people and operations leadership role - not a technical release, DevOps, or IT infrastructure role.

Why this role

 * Own a metric the executive team watches - implementation turnaround time and quality - and see your impact in the numbers
 * Report directly to the VP of Operations, with real influence on how the function is staffed, measured, and run
 * Lead and grow a team of 7-10, with room to shape the process and tooling behind every go-live
 * A genuine next step: whether you're moving into your first formal management role or bringing proven leadership to a function you can build

Who you are

You're a leader who gets results through people and process. You coach specialists to higher performance, run a queue by the numbers, and know how to tell a capacity problem from a dependency problem. You're as comfortable working a stalled go-live with an OEM rep or a vendor as you are running a team huddle - and you escalate early and clearly when that's what moves the work. You're hands-on enough with web tooling to understand what your team implements, and curious enough to keep learning it.

Requirements:

Team Leadership & Development

 * Lead, coach, and develop a team of 7-10 implementation specialists, setting clear expectations and holding the team to them
 * Run regular 1:1s and performance coaching; identify and develop high-potential specialists for future team lead roles
 * Direct schedules, workloads, and assignments, and partner with leadership on capacity planning

Queue & Performance

 * Own implementation turnaround time and quality from assignment through go-live - volume, velocity, trends, and individual performance
 * Use case data daily to separate what your team controls from what's waiting on a partner, and act on both

Escalations & Cross-Functional Partnership

 * Own escalations end to end - dealer communication gaps, missing configuration, and vendor or install delays - and drive them to resolution with the right partner
 * Spot recurring blockers across dealers, OEMs, and vendors, and work with those partners to remove them at the source
 * Partner with Sales, Client Success, and Contracting to create clean handoffs and expedite go-lives

Quality Assurance

 * Run quality monitoring for every team member, in partnership with team leads
 * Turn quality gaps into targeted coaching and process improvements

Process, Tooling & Special Projects

 * Work with enablement partners to build tooling and process that improve speed and client satisfaction
 * Support internal teams with site configuration and technical questions
 * Lead special projects such as OEM program compliance roll-outs, new feature releases to dealer accounts, and dealer communications during service outages