AI-First Implementation Lead (SaaS)

Lever, Inc.; Vancouver; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Stock options

Health benefits

Paid vacation

Global work flexibility

Parental leave top-ups

Job summary

Quandri, headquartered in Vancouver BC, is hiring an Implementation Manager to deliver the Quandri platform across SMB to Enterprise customers.

You will lead end-to-end implementations, drive onboarding, training, and ensure value delivery, working with product and CS teams to optimize time-to-value. If you have 2+ years of SaaS implementation experience and a passion for insurance tech, join a fast-growing team focused on customer success.

Qualifications

• 2+ years of experience successfully implementing software/SaaS systems.
• Bonus: experience in the insurance industry and/or working with Agency Management Systems.
• Outstanding project management skills and effective use of project management tools.
• Strong technical aptitude and curiosity to understand systems.
• Experience working with product and engineering teams to deliver implementations.
• Experience managing change management activities by clearly communicating the implementation process and providing amazing support and user training.
• Proven ability to convey technical subject matter to non-technical audiences.
• History of delivering exceptional customer service.
• Highly-developed written/verbal communication skills.
• Strong interpersonal and relationship-building skills.
• Proficiency in Microsoft Word, Excel, Powerpoint or G-Suite equivalents.
• Proficiency in using a CRM platform (HubSpot preferred).
• Ability to handle multiple responsibilities and prioritize efficiently.
• Aptitude for technology and the ability to learn to use different software programs quickly.
• The ability to manage multiple customer projects.
• The ability to effectively listen and communicate with customers in a professional manner.
• Effectively present to customers and run engaging customer meetings.
• Well-organized with attention to detail.
• Demonstrate commitment and passion for creating positive customer-centric interactions.

Responsibilities

• Manage implementation projects and client onboarding from start to finish.
• Lead implementation activities, including kickoff, discovery, configuration, testing, and training.
• Communicate progress via our CRM throughout the implementation process to ensure the Customer understands the progress towards their deployment date.
• Provide a from Implementation to CS, ensuring customer expectations are met and transitions are efficient and customer focused.
• Confirm and document customer goals and success metrics as customers exit the sales cycle and enter implementation.
• Facilitate technical requirement gathering and deliver customer feedback to the product team when necessary.
• Effectively manage and communicate changes in project scope, budget or schedule.
• Utilize internal tools such as HubSpot, Sybill, and GDrive to track all Customers in deployment and their progress.
• Work with the Product team to continually improve customer time-to-value.
• Develop scope of work documentation that marries customer expectations with internal delivery resources.
• Identify change management opportunities to improve user training & adoption.
• Become an expert in our products and know all required technical details to successfully implement our products.
• Understand the fundamentals of the insurance broker landscape and and the day to day broker processes that Quandri improves.
• Understand key elements of the AMS systems our customers use that are relevant to our implementation.
• Provide insights and feedback from our customers to the Customer Success and product team to help shape our product refinement.

Skills

Project management

Technical aptitude

Customer service

Communication

Change management

Listening skills

Organization

Stakeholder management

CRM (HubSpot)

Tools

HubSpot

Sybill

GDrive

Job description

Quandri, headquartered in Vancouver BC, is hiring an Implementation Manager to deliver the Quandri platform across SMB to Enterprise customers.

You will lead end-to-end implementations, drive onboarding, training, and ensure value delivery, working with product and CS teams to optimize time-to-value. If you have 2+ years of SaaS implementation experience and a passion for insurance tech, join a fast-growing team focused on customer success.