Implementation Manager (Intermediate or Senior)

Implementation Manager (Intermediate or Senior)

Department: Customer Success

Employment Type: Full Time

Location: Remote (California)

Reporting To: Jon Drinkwater

Compensation: $75,000 - $117,000 / year

Description

We are hiring a new Implementation Manager to join our Launch team at Spare!
As an Implementation Manager, you will be accountable for:

• Ensuring we have successful launches - setting customers up for a long-term partnership with us;
• Service setup and optimization - having a deep understanding of our product and ensuring we’re delivering the most value we can to customers;
• Customer relationship - this role is customer-oriented and our top priority is building relationships with our customers and keeping them happy!

If you have been looking for a company where customers come first, then you've found the right place! As a member of our Launch team, you’ll have the opportunity to directly impact the lives of thousands of people across North America. 
This is a remote role, and the ideal candidate for this position will be based in California. We are open to interviewing both Intermediate and Senior level candidates.

Key Responsibilities

• Project Ownership: own and manage complex customer onboarding and software implementation projects, ensuring that they’re successfully set up for ongoing success with our products and services post-implementation
• Customer Insight: understand the customers' objectives and requirements and translate them into optimal product configurations and user workflows
• Cross-team Collaboration: work closely with the Growth and Solutions Engineering teams to ensure all pre-sale RFP commitments are met
• Customer Advocacy: identify customer pain points, propose solutions, and advocate for customers with the Product Team.
• Relationship Management: build strong, lasting relationships with customers and other key stakeholders from multiple backgrounds

Other aspects of this job:

• Travel within Canada and the USA for kick-offs and launches for a total of 10 - 15 business days per quarter
• Rotate with the rest of the Launch and Customer Success teams as the first point of contact for customers in emergencies, which can occasionally happen on evenings and weekends.

About You

• Previous experience in Project Management or Customer Success, managing multiple complex projects or customers simultaneously (a minimum of 2 years, ideally)
• Experience in leading SaaS implementations for enterprise-level customers
• Excellent communication skills with a strong ability to build lasting relationships with customers of different backgrounds and technical abilities
• You are a driven, self-starter person with a willingness to be adaptable in dynamic, fast-paced settings
• Availability to travel within Canada and the USA (2 to 3 weeks per quarter)

It will be considered a bonus (nice-to-have):

• Previous experience or a keen interest in transit
• Experience in a start-up or scale-up company (with a fast-paced environment)

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification in the job posting.
At Spare, we are committed to creating a diverse and inclusive environment so we strongly encourage you to apply even if you don't believe you meet every single qualification outlined. 

Benefits

• Purposeful work: Be a part of a mission-driven company that is solving real-world problems and improving the lives of people around the world. Learn more about the impact we're making in our 2023 Global Impact Report!
• Growth Opportunities: Spare is growing fast and there is uncapped potential for rapid advancement of motivated high performers on our team! 🚀
• Market-competitive pay: We benchmark roles annually to attract and retain top talent. For Growth roles, we also offer a competitive commission/bonus structure that rewards strong performance. 
• Stock options: Enjoy the feeling of ownership. All Spartians are provided stock options, so you can share in the growth and success of Spare!
• Flexible work: Work remotely from anywhere in Canada, in your own time zone. 
• In-office collaboration: If you're in Metro Vancouver, you have the option to work out of our HQ located downtown, close to Waterfront Station. If you're located elsewhere, you'll have access to CA$200/month to spend on a coworking membership to work together with team members in your city.
• Home office allowance: We recognize the importance of a productive home office setup to help you do your best work, which is why we provide a CA$1,000 home office allowance.
• Team offsites & socials: We love the flexibility of remote work, and we also value the importance of in-person connection. Each team has an annual budget for travel and accommodations to get together for a team offsite or hackathon. Plus you have access to a CA$50 monthly budget to socialize with other Spartians in your city - go out for a meal or hit up a karaoke spot!
• Health insurance: We offer a fully-paid health insurance package for you and your dependents that includes prescription drug, paramedical, mental health, dental, life insurance, travel insurance, and Employee Assistance Program.
• Lifestyle Spending Account: We offer CA$500 per year Lifestyle Spending Account (taxable benefit), which you can use to get reimbursed for a variety of expenses including education, wellness, transportation, and childcare/pet care.
• Paid time off: Along with your three weeks of annual vacation, we offer unlimited sick days and have company-wide shut-down days to help you rest and recharge.
• Parental leave top-up: Top up of up to 80% for 15 weeks to help you adjust to the new addition to your family!

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