MGMaximilian GoddardStrategic Services

Service Delivery & Implementation · B2B SaaS

I run complex SaaS implementations—and build tools that make go-lives faster.

Service Delivery and Implementation Manager with 5+ years of experience running high-volume onboarding, rescuing at-risk projects, and turning complex customer requirements into confident go-lives.

View My WorkDownload résumé (PDF)Email me

Open to Service Delivery Manager, Implementation Manager & CSM roles

Remote US now · Pasadena / Los Angeles roles once I move · Based in Mesa, AZ · US citizen

Portrait of Maximilian Goddard
#1
Time-to-Go-Live ranking at Nextiva
2×
Nextiva Achievers Award
45–50%
Monthly completion rate vs. 30% benchmark
40–50
Concurrent accounts managed

Short on time? Evaluate me in 5 minutes

  1. 1Skim my résumé (1 min)
  2. 2Scan the four numbers above (30 sec)
  3. 3Read my handoff recovery story (1 min)
  4. 4Try one tool with sample data (2 min). The Implementation Health Tracker is the quickest

This is my job-search portfolio. The tools below are working demos I built from real delivery problems, not products I'm selling.

Selected Work

Tools built from real implementation problems.

Each project began with a problem I encountered in implementation or Customer Success work. The tools show how I approach discovery, structure complex information, surface risk, and turn operational knowledge into practical workflows.

Featured Tool

Implementation Intelligence Engine

A health scoring system for customer implementations, built from how I ran 40 to 50 concurrent go-lives at Nextiva.

The engine scores each implementation on recorded evidence, not gut feel. Projects with missing evidence stay Provisional and are capped, so an empty project can never look healthy. Each score comes with a plain-language explanation, go-live gates, and a change history, so a delivery leader can see what is at risk and why in seconds.

  • Evidence-based health scores with clear explanations
  • Go-live gates and milestone tracking
  • Portfolio view that flags at-risk projects early
Try the live demo

Demo uses fictional data. No sign-in needed.

Implementation Intelligence Engine portfolio dashboard
ImplementationFeatured Project

Call Flow Builder

Turns plain-language business requirements into a structured phone-system recommendation with IVR menus, departmental routing, business-hours logic, and after-hours handling.

  • Structures client discovery requirements
  • Creates a client-ready routing recommendation
  • Reduces configuration back-and-forth
Launch Tool

Built from real-world experience

Inspired by real UCaaS discovery calls where clients needed help translating business operations into a workable call flow.

Customer SuccessFeatured Project

Churn Risk Identifier

Combines onboarding progress, engagement signals, support activity, and customer sentiment into a clear risk assessment with prioritized next actions.

  • Surfaces account risk earlier
  • Assigns clear actions and urgency
  • Produces a leadership-ready summary
Launch Tool

Built from real-world experience

Modeled on the health checks I used to keep my 40–50-account portfolio ahead of risk before issues became leadership escalations.

Implementation

Implementation Health Tracker

Assesses milestone completion across project setup, technical configuration, provisioning, training, go-live, and hypercare, then produces an implementation health summary.

  • Creates consistent milestone visibility
  • Identifies blocked or overdue work
  • Supports go-live readiness conversations
Launch Tool

Built from real-world experience

Reflects the milestone tracking I used at Nextiva, where I ranked #1 in Time-to-Go-Live.

Customer Success

QBR Dashboard Generator

Turns account data, adoption metrics, goals, risks, and outcomes into an executive-ready QBR dashboard and customer narrative.

  • Organizes account data into a clear story
  • Connects adoption to customer outcomes
  • Makes renewal conversations more proactive
Launch Tool

Built from real-world experience

Designed to help Customer Success teams move beyond activity reporting and lead more strategic customer conversations.

Working prototype

AI Onboarding Email Automation

A working Airtable, Zapier, Claude, and Gmail prototype that connects client intake, personalized welcome emails, and record updates.

  • Connects client intake to a personalized welcome email
  • Updates the client record automatically
  • Honest scope: expected impact, not measured results
View Case Study

Experience

Implementation leadership shaped by real client complexity.

I've built my career around helping customers through complex technology, high-pressure moments, and business change. At Nextiva, I started as an Implementation Manager running 40–50 concurrent SaaS and UCaaS onboardings, ranked #1 in Time-to-Go-Live, and beat completion benchmarks month after month. I was then selected to help build Nextiva's new Service Delivery Manager function, owning service, escalations, and adoption after go-live, and I earned two Achievers Awards along the way. At Amazon Ring, I moved from Technical Support to Solutions Advisor to Executive Resolutions, then led the Executive Resolutions team. I earned the team's Rookie of the Year award and was chosen to represent Customer Experience for a Ring video doorbell product launch.

Nextiva

  • Service Delivery ManagerMay 2023 – May 2026
  • Implementation ManagerApr 2021 – May 2023

Amazon Ring

  • Team Lead, Executive ResolutionsFeb 2020 – Apr 2021
  • Executive Resolutions SpecialistSep 2019 – Feb 2020
  • Solutions AdvisorDec 2018 – Sep 2019
  • Technical SupportJun 2018 – Dec 2018

Nextiva

  • Implementation leadership
  • High-volume SaaS and UCaaS onboarding
  • #1 Time-to-Go-Live performance
  • Two-time Achievers Award winner

Amazon Ring

  • Advanced troubleshooting
  • Executive resolutions
  • Team leadership
  • Product-launch collaboration

Anonymized Implementation Story

Turning a difficult handoff into a confident go-live.

After a pricing misunderstanding damaged trust at the beginning of implementation, I reset expectations, rebuilt the project cadence, clarified milestones, and created more consistent client communication. The project went live ahead of the revised schedule, and the client became an engaged advocate.

Method

How I approach the work.

Structure complexity

Turn unclear requirements into a practical implementation plan.

Surface risk early

Identify blockers before they become escalations.

Keep clients aligned

Create clear expectations, ownership, and communication.

Connect technical and business needs

Translate platform details into outcomes clients understand.

Build repeatable systems

Turn lessons from individual projects into scalable workflows and tools.

About

I’m a Service Delivery and Implementation Manager who enjoys making complicated work feel manageable.

My background spans SaaS and UCaaS implementation, technical troubleshooting, executive customer resolution, client onboarding, and cross-functional delivery. I’ve managed high-volume implementation portfolios, recovered difficult customer relationships, and built repeatable processes that helped clients reach value faster.

I now combine that operational experience with practical AI tools designed around real implementation and Customer Success workflows. The goal isn’t to add AI for its own sake. It’s to remove friction, improve visibility, and help teams make better decisions.

Looking for someone who can run the work and improve how it gets done?

I’m looking for Service Delivery Manager, Implementation Manager, and Customer Success Manager roles in B2B SaaS where structured execution, technical curiosity, and strong customer judgment matter. Remote US, or hybrid/onsite in Pasadena or Los Angeles.

Email meConnect on LinkedInDownload résumé (PDF)

maxgoddard.strategicservices@outlook.comEmail is the fastest way to reach me. Feel free to send the job description.