Implementation Manager

Who you are:

As the Implementation Manager you will be responsible for owning the implementation phase of the client lifecycle from contract sign to go-live, and training client end users on how to use our system and providing post-onboarding, and customer success service. You will bring a “scrappy, make it work mindset” to ensure the timely and effective onboarding of new clients and take the initiative to proactively support the continuing education of clients and Caregivers. This position is ideal for someone with experience working as an Implementation, Customer Success, or Project Manager and knows what it takes to manage multiple client engagements at once. You must have a knack for consultative sales, be able to communicate well, both verbally and in writing, and bring a passion for delivering an exceptional client experience.

Key Responsibilities:

• Collaborate with team members to set performance goals and monitor their progress.
• Oversee top-tier clients throughout the Implementation phase of the client lifecycle.
• Lead and manage the implementation of new business from contract signed through launch, ensuring a successful implementation process and maintaining communication with clients throughout implementation 
• Plan, lead, organize, and control multiple project initiatives per approved scope and schedule.
• Serve as the first-line decision-maker for the business, including developing ramp-up plans, schedules, risk identification, and mitigation plans to meet customer requirements.
• Provide day-to-day direction to cross-functional implementation teams and offer best practices to customers for deploying products within their environment.
• Ensure a smooth transition to account management post-ramp-up.
• Collaborate with sales, client, and operations leadership to ensure adherence to all processes throughout the implementation process.
• Develop and execute continuing education solutions to train existing clients and Caregivers on new product features.
• Ensure all customers efficiently complete the required technical setup according to the project plan and timeline.
• Train and educate customers on how to effectively utilize the HopSkipDrive platform products through in-person and videoconference sessions.
• Support the development of client-facing resources to facilitate ongoing training and the launch of new product features in a cross-functional manner.
• Leverage a deep understanding of HopSkipDrive’s products and abilities to identify and implement new business opportunities with top clients.
• Work collaboratively across departments in a fast-paced environment.
• Participate in special projects as determined by the Director of Implementation.

What we’re looking for:

• 5+ years experience in a high-pressure, fast-paced environment; start-up experience preferred 
• 5+ years experience in an Implementation, Account Management, or Customer Success role 
• Creative and strategic thinker who has a proven ability to see the big picture and understands where details and data inform that picture 
• Ability to balance operational and client-facing tasks to ensure successful execution
• A willingness to dive into the weeds and become a product expert, fluent in executing tactical needs
• You leverage data in all of your decision-making
• Self-starter attitude with a high degree of motivation to go above and beyond the task at hand
• Strong presentation skills (In-person & Videoconference)
• A positive, self-motivated individual
• Experience with SalesForce or similar CRM preferred 
• Strong track record of defining and executing against key performance indicators
• Excellent ability to build trust, create and maintain rapport with a team and business partnerships
• Ability to be challenged and challenge team members to achieve team goals
• Proactive interest in increasing customer happiness and developing customer relationships
• You are willing to travel 15%-35% of the time (travel may fluctuate)

 ** This role will be fully remote in one of the following states AZ, CA, CO, DC, FL, IL, IN, KS, MD, MI, MO, NC, NJ, NM, NV, NY, OK, OR, SC, TN, TX, UT, VA, WA, WI with a preference for Central or East Coast**

What you will get

We want you to be an owner in our company and share in executing our vision, so every full-time employee has equity. In addition, we offer competitive market comp, flexible vacation, FSA, medical, dental and vision, 401(k), and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential. HopSkipDrive is committed to fair and equitable compensation practices. The base salary range for this role is $70,000 to $90,000. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set and specific work location. The total compensation package for this role also includes equity stock options.