Location: Portland, OR (Hybrid - 2 days/week in office)

Function: Implementation / Technical Operations

Reports to: VP, Services

Position Description

Working under the guidance of Kivo's Solution Architects, the Technical Implementation Manager owns the technical side of customer implementations from environment provisioning, initial configuration, and ongoing configuration refinement and identifies opportunities to build AI-driven efficiencies and tools to support Kivo's back-end processes. The Technical Implementation Manager will assist with data migrations, and take on Technical Customer Support queue management and responses during Kivo's West Coast hours of operation. You will split your time between direct configuration work, working with Kivo's engineering team to build tools and AI skills to make future implementations faster, and working with Kivo's customers through the Technical Support role. This is a hybrid role based in Portland, OR, requiring 2 days per week in office.

Key Responsibilities

Implementation & Configuration (50%)

• Own configuration: Under the guidance of the Solution Architect, perform hands-on technical configuration for initial application setup, and environment tuning for new and existing customer and internal deployments.
• Translate requirements: Turn business and customer requirements into concrete technical configurations, troubleshooting issues directly rather than only routing them to engineering.
• Lead technical delivery: Serve as the primary technical point of contact during implementation projects.
• Champion AI adoption: Develop and teach practical AI skills across the implementation team such as prompt design, AI-assisted configuration, and automation of repetitive technical tasks.
• Build AI tooling: Create reusable AI-powered tools, scripts, or skills (e.g. Claude Skills) to support faster implementations.

Technical Migrations (15%)

• Execute migrations: Execute data and system migrations to enable our Customers' transition from legacy systems to Kivo
• Build migration tooling: Support the evolution of Kivo's migration toolset through the identification of process efficiencies and AI tooling

Customer Support (35%)

• Resolve issues: Provide responsive support via email, chat, and ticketing systems (e.g., Intercom, Jira); troubleshoot and resolve platform, configuration, and process-related issues across your customer portfolio.
• Escalate effectively: Triage and escalate complex technical issues to Engineering or Product with clear reproduction steps and customer impact assessments.
• Build knowledge: Document common issues, resolutions, and best practices to strengthen the internal knowledge base and reduce repeat ticket volume.

Qualifications

Required

• Implementation experience: 3+ years in technical implementation, solutions engineering, or a similar hands-on technical delivery role.
• Hands-on configuration skill: Comfortable working directly in system admin consoles, config files, APIs, or scripting environments - not purely a coordination role.
• Migration experience: Able to execute data and document migrations.
• Applied AI experience: Has used AI tools (e.g., Claude, ChatGPT, Copilot) to build workflows, automations, or skills - not just as an end user.
• Technical fluency: Scripting ability (SQL, Python, JavaScript, or similar) is a plus.
• Project management and communication: Strong cross-functional skills - able to work with customers, support, and engineering.
• On-site availability: Able to work on-site in Portland, OR 2 days per week.
• Customer focus: This is a B2B role and requires a focus on customer success

Nice to Have

• Internal tool building: Experience building or customizing internal tools, bots, or AI agents/skills for operational use.
• Tooling familiarity: Familiarity with CRM/PSA or implementation tracking tools (e.g., ClickUp, Jira, Salesforce, Rocketlane).
• SaaS implementation background: Background in SaaS implementation or technical onboarding at a B2B software company.
• Life sciences experience: Prior experience in the life sciences industry.

Who You Are

• Education: Bachelor's degree in computer science or equivalent technical certifications
• Drive: The ability and desire to work in a fast-pace environment and manage shifting priorities and maintain a balance outside the office, this is not 9/9/6.
• Curiosity: Systems thinking mindset, and a curiosity to learn and understand the “why”
• Work Ethic: A focus and commitment to customer success