Implementation Manager (Intermediate or Senior)

Department: Customer Success

Employment Type: Full Time

Location: Florida

Reporting To: Jon Drinkwater

Compensation: $86,571 - $132,000 / 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 Florida. 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)

Please note! Spare will be observing an end-of-year shutdown from December 25 to January 1. If you apply during this time, you may not hear about next steps until we return to the office on January 2. While we may begin interviews before the break, the process will likely pause and resume in January.
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 2024 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: E