Implementation Manager

Implementation Manager

As an Implementation Manager at Rundoo, you will lead clients through the entire implementation process, from initial sign-up to steady state, where they are fully transitioned to general support. You will be responsible for ensuring a smooth and efficient onboarding experience, working closely with both clients and internal teams to drive successful outcomes. You'll report to Rundoo's Head of CX, Vidhan and work closely with a team of peers on the implementation team who do the same role. You'll also collaborate closely with our sales team and client success team to ensure a clean and efficient client handoff between teams. This role is ideal for someone who thrives on building lasting customer relationships and growing with a fast-paced startup.

What you'll do as an Implementation Manager at Rundoo:

• Project manage the full implementation process: Oversee the journey of getting a client live on Rundoo, from initial kickoff call post contract sign to hardware ordering and setup to managing live and async portions of training to providing day-of go live support to providing 2-3 weeks of post go live high touch support before handing off to the client success team.
• Build strong client relationships: Develop a deep understanding of each client's unique needs and goals, offering personalized, hands-on support throughout the onboarding process to ensure a seamless experience.
• Partner with sales development and customer success teams: Collaborate closely with both teams to ensure smooth handoffs and successful transitions, maximizing client satisfaction and long-term success.

Requirements:

• Excellent communicator with a track record of building strong, consultative customer relationships
• Experience in project management with exceptional attention to detail
• Problem solver who can proactively address client challenges proactively and troubleshoot issues to ensure a smooth implementation process.
• Ability to become an industry expert through working with clients, consulting with experts on our team, and independent learning
• Valid U.S. driver's license
• Comfortable with travel at maximum: 1-2x a month, 1-3 days at a time
• Work in our River North office in Chicago 4x/ week.

Bonus points:

• Familiarity with or experience in paint and hardware, building materials, construction supply, or related industries.
• Comfortable adapting to a dynamic environment where priorities may shift and new challenges arise regularly.
• Prior experience in education.
• Experience driving change with customers adopting new workflows or systems.

Interview Process:

1. Intro Call (20 minutes, remote) An introductory call with Shannon to learn more about each other.
2. Round 1 (30 minutes, remote) Resume and discovery interview with Vidhan, focusing on how you interact with clients and handle live, client-style questions.
3. Round 2 (1 hour, remote):
• Meet the team - Meet with Viviana and Jason
• Activities
• Part 1: Simulate a sales ? Implementation handoff call
• A resource document will be provided - you'll also have time to prepare and ask questions in person. The goal is to see how you develop an agenda, problem-solve live, and what types of clarifying questions you ask clients.
• Part 2: Product Training
• We'll go through a short demo of a section of Rundoo. You'll then have time to explore independently and ask questions. Then, you'll run a short training session on the section of Rundoo you reviewed.
• Coffee / meal with the team in Chicago
4. Final Call (15 minutes, remote) Conversation with our CEO, Nick.
5. Reference check
6. Offer

About the team:

• Jason - Former paint store manager, early client of Rundoo, now helping businesses experience the benefits of Rundoo.
• Viviana - Former Agtech specialist who worked for an organic certifier for 8ish years and an Agtech startup for 1.5ish years.
• Humberto - Business and Information Technology specialist with 8 years of hardware store and ERP system experience.
• Lej - Passionate about tech and helping people; here to find problem-solvers who care about impact as much as innovation.
• Leslie - Recent MBA grad with about 10 years in various Ops and Implementation roles at startups, always looking for my next build.

Additional Rundoo Team Members you'll be working closely with:

1. Vidhan (Head of CX)
2. Matt (Head of Sales)
3. Claire (Head of Client Success)
4. Robbie (Client Success Manager)

Compensation:

• Salary: $86,000 - $111,000 annually
• Equity: $16,735 - $17,530 initial grant value, vesting over 4 years

Benefits:

• Full medical, dental, and vision coverage (100% of premiums for you, 50% for dependents)
• Life insurance
• 401k with Betterment
• Unlimited PTO with 10 company paid holidays
• In-office gym
• Daily team lunches
• Learning materials and audiobook subscriptions