Implementation Manager

What you'll do:

• Manage and take ownership of assigned customers implementation projects from start to finish
• Lead and coordinate all implementation activities, both with the customer and our internal teams, ensuring there is a clear project plan to support successful and on-time deployment
• Lead with exceptional communication practices, ensuring customers understand next steps, joint accountabilities and completion timelines 
• Coordinate handoffs from Sales to Implementation, taking ownership to ensure all required information is transferred and documented from sales
• Coordinate handoffs from Implementation to CSMs, ensuring we have well documented customer requirements, goals and success metrics 
• Effectively manage and communicate changes in project scope or schedule 
• Run engaging knowledge sessions and facilitate adoption of our solutions within the brokerage
• Utilize internal tools such as HubSpot, Google Sheets and Asana to track all Customers in deployment and their progress
• Maintain and improve implementation progress tracking to support reporting on KPIs and OKRs
• Provide resource planning feedback and deployment timelines forecasting
• Work with the Product team to continually improve customer time-to-value, and identify product related challenges and opportunities 
• Identify change management opportunities to improve user training and adoption 
• Work with internal team members to develop implementation assets and documentation
• Become an expert in our products and learn required technical details to successfully implement our products
• Understand the fundamentals of the insurance brokerage operations
• Understand the basics of the various coverages that a personal lines broker may offer on a policy 
• Understand key elements of the BMS systems our customers use that are relevant to our implementation
• Provide insights and feedback from our customers to the Customer Success team to help shape customers’ success plans
• Provide insights and feedback from our customers to the Product team to help our roadmap
• Submit feature request forms to Product teams as required

What you'll have:

• 3+ years of experience with SaaS implementations
• Preferred: Experience working with or implementing BMS systems
• Outstanding project management skills and effective use of project management tools
• Strong technical aptitude and curiosity to understand systems 
• Experience working with product and engineering teams to deliver implementations 
• Experience managing change management activities by clearly communicating the implementation process and providing amazing support and user training 
• Proven ability to convey technical subject matter to non-technical audiences
• History of delivering exceptional customer service
• Highly-developed written/verbal communication skills
• Strong interpersonal and relationship-building skills
• Excellent analytical, organizational, and problem-solving skills

General Qualifications:

• Proficiency in Microsoft Word, Excel, Powerpoint or G-Suite equivalents
• Proficiency in using a CRM platform (HubSpot preferred) 
• Ability to handle multiple responsibilities and prioritize efficiently
• Aptitude for technology and the ability to learn to use different software programs quickly 
• The ability to manage multiple customer projects
• The ability to effectively listen and communicate with customers in a professional manner
• Effectively present to customers and run engaging customer meetings
• Well-organized with attention to detail
• Demonstrate commitment and passion for creating positive customer-centric interactions

Our Guiding Principles:

• Customers at the core. We put the customer at the center of all we do. At a basic level, we believe business success comes down to talking to customers and building something they want. We don’t listen to customers and just take what they say blindly, but we think critically about it and build what they need. Customers are the core of everything we do, and our business exists to serve them. We prioritize their needs over all else within the company.
• Move with urgency. There are times when we need to move slowly and deliberately, but we default to acting fast and with urgency. We slow down when necessary, but this should be a deliberate choice. Businesses become more lethargic as they grow, this principle is designed to fight this fact.
• Be curious. We understand the world by being curious and asking why. We aren’t satisfied with surface level understanding, and seek a deeper understanding of why things are the way they are. Don’t take someone’s word for it or the answer “because that’s how we do it.” Understand why and dig deep.
• Excellence in execution. We know that what separates good from great is a high level of execution. We commit ourselves to excellence in everything that we do, from delivering an amazing product to writing a great email.
• Act like an owner.  We’re all owners of the business and act like it. We follow through on commitments, own our results and think long-term.
• Fight for simplicity. The law of increasing functional information states that systems evolve to become more complex over time. At Quandri, we believe there is sophistication in simplicity; as such, we intentionally fight for streamlined solutions and are committed to the uncomplicated.

Compensation and Benefits

• The range for base pay is $110,000 to $120,000 CAD which is dependent on level of experience, performance and choice of stock option compensation
• Employee stock options based on experience level
• Comprehensive health benefits, including Lifestyle Spending Account
• Four weeks of paid vacation per year
• Work anywhere in the world for 60 calendar days of the year