Implementation Manager

Who We Are:
KarmaCheck is a dynamic technology startup headquartered in San Francisco and is founded by Eric Ly, a trailblazer in the internet industry and former Co-founder and CTO of LinkedIn. Our mission is clear: to revolutionize digital identity verification. We're disrupting the antiquated healthcare credentialing sector within the Background Check industry using our cutting-edge proprietary technology powered by automation, machine learning, and data. Our cost-effective solutions are helping shape the future of digital identity and contributing to the authenticity of the evolving digital landscape.

This is a high-impact role where you'll have the opportunity to shape the onboarding customer experience from the ground up.  The Delivery team's mission is to build, deepen, and grow business relationships to achieve customers for life by accomplishing three things: - Understanding the customer’s current and future business goals and challenges.- Empowering customers to connect their goals and challenges with solutions in our platform.- Communicating the value of these solutions to their team and executives. Our end goal is to retain and grow business relationships measured by net dollar retention, customer satisfaction, product usage, and ultimately customer lifetime value (cLTV). You'll be a great fit for the role if you enjoy working in a fast-paced environment where you wear many hats. You apply a growth mindset to learning new technical and job skills. You bring strong organization, problem-solving, and communication skills along with a passion for working with customers.
This is a 100% remote position with the expectation to travel occasionally to meet customers.

What you'll do:

• Accountable for the direct management of 10+ concurrent customer onboardings at any given time. 
• Enable mid-market and enterprise customers to onboard and successfully ramp during their first 90 days on the KarmaCheck platform.
• Become an expert user of the KarmaCheck platform and background check industry to train customers and provide credible guidance on features and functionality.
• Establish best practices for launching, training, and supporting new customers, with the goal of increasing adoption to ensure customers realize the full value of KarmaCheck and reach their operational and business goals. 
• Measure onboarding effectiveness by developing and fulfilling KPIs that align to customer and company objectives.
• Partner with internal teams, including Sales, Customer Support & Research (CSR), Product, and Engineering, to deliver a seamless customer experience.
• Execute ideas for optimizing customer onboarding workflows through process improvements and product automation.
• While this is initially an Individual Contributor role, there will be an opportunity to become a people manager - hire, onboard and manage a dedicated team of Implementation Managers, ensuring they are equipped to maximize impact with our growing customer base. 
• Prioritize customer experience with a focus on customer satisfaction and retention.
• Strive to understand clients’ business goals, anticipate future needs and identify solutions. 

Requirements:

• Stay calm in the face of technical and/or customer challenges. You corral the right people to resolution, and inspire others with your can-do spirit.
• Are a team player with a high level of integrity and a desire to assist your team - you can be flexible as the company and team scale. 
• Have proven capacity to develop relationships and optimize mid-market & enterprise customer accounts and understand what it means to evangelize your product. 
• Have aptitude and curiosity for digesting and effectively communicating technical concepts across audiences of varying technical ability.
• You’re resourceful - you might not have all the answers, but you wont stop until you find them. 

Perks & Compensation:

• Become a key team member on the ground floor of a startup set to disrupt the background check industry and innovate digital identity.
• 100% remote work environment with only limited required travel
• Competitive benefits package including medical, dental, 401k, and EAP.
• Take the time to Check Yourself - we have an unlimited time off policy.
• The expected base compensation for this role is between $61,000 - $140,000  for work performed in the United States. Starting pay for the successful applicant will depend on a variety of job-related factors, which may include experience level, transferable skills, education, location, business needs, training, and market demands. This range may be modified in the future.
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Disclaimer:
KarmaCheck is an equal opportunity employer committed to fostering an inclusive and diverse environment for our employees. We are committed to