Implementation Manager

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 is transforming the insurance experience for policyholders across North America by providing AI to the industry’s critical stakeholders - insurance agencies and brokerages. Insurance agents are the lifeblood of the insurance industry, and are where most Property & Casualty insurance is sold and serviced. Yet, there are forces making it harder than ever for them to operate; more consolidation, rising talent crisis, increasing complexity of insurance and the AI revolution are significant challenges for how agencies have typically operated.

This challenge is a massive opportunity to rethink how insurance agencies operate. Quandri is at the cutting edge of this change, delivering real transformation to the entire insurance experience one process at time through the deep understanding of insurance workflows, systems and data paired with deep technical capabilities and proprietary models.

We’re making insurance better for policyholders, while helping insurance brokerages deliver a better client service, grow faster, and harness AI so that they control the future of insurance distribution.

Why join us?

We are moving fast and focused on customer impact. You will enjoy and be successful at Quandri if you:

• Have a deep customer focused mindset

• Can operate in a fast paced environment where change and innovation is a constant

• Take high levels of ownership in everything you do

• Have AI-first thinking and want to apply AI to solve the world’s problems of tomorrow

• Operate with urgency, and aren’t afraid to move fast and make some mistakes along the way

• Are low ego, and believe more in achieving the best outcome for our customers and achieving big goals as a team

• Want to have a big impact, and are not content with making changes at the edges

Our head office is in Vancouver BC, with ¾ of our team working here and the rest distributed across North America.

We’re backed by leading US and Canadian investors, are growing fast, and have a few awards to prove it:

• LinkedIn’s Top Canadian Startups 2024 & 2025

• Deloitte’s Fast 50

• CB Insights’ Insurtech 50 and Fintech 100

• Globe and Mail’s Top Growing Companies in Canada.

Most importantly, if you want to do the best work of your life changing an industry with technology alongside talented people who are both high-performing and kind, Quandri is the place for you.

About the Role:

The Implementation Manager is responsible for implementing the Quandri platform for a wide range of customers, from SMB to Enterprise.

The role will lead at all stages of the implementation journey for both new and existing customers. You will leverage your past experience leading customer-focused software initiatives to deliver implementations that enable customers to achieve outstanding results from their partnership with Quandri.

What you’ll do:

• 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 GDriveto 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

The right person for this role will have:

• 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

Our guiding principles:

• Customers at the core. We put the customer at the center of all we do. At a basic level, we believe business success comes down to talking to customers and building something they want. We don’t listen to customers and just take what they say blindly, but we think critically about it and build what they need. Customers are the core of everything we do, and our business exists to serve them. We prioritize their needs over all else within the company.

• Move with urgency. There are times when we need to move slowly and deliberately, but we default to acting fast and with urgency. We slow down when necessary, but this should be a deliberate choice. Businesses become more lethargic as they grow, this principle is designed to fight this fact.

• Be curious. We understand the world by being curious and asking why. We aren’t satisfied with surface level understanding, and seek a deeper understanding of why things are the way they are. Don’t take someone’s word for it or the answer “because that’s how we do it.” Understand why and dig deep.

• Excellence in execution. We know that what separates good from great is a high level of execution. We commit ourselves to excellence in everything that we do, from delivering an amazing product to writing a great email.

• Act like an owner. We’re all owners of the business and act like it. We follow through on commitments, own our results and think long-term.

• Fight for simplicity. The law of increasing functional information states that systems evolve to become more complex over time. At Quandri, we believe there is sophistication in simplicity; as such, we intentionally fight for streamlined solutions and are committed to the uncomplicated.

• AI-first. We believe AI is a fundamental shift in how work gets done, not just a tool we occasionally reach for. At Quandri, we lead with AI, in how we build our product, how we run our operations, and how we think about every process and workflow. This isn't about replacing people; it's about unlocking them to do higher-value work.

Compensation and benefits:

• The compensation range is $90k - $130k which is dependent on level of experience, performance and choice of stock option compensation

• Employee stock options based on experience level

• Comprehensive health benefits, including $500 Lifestyle Spending Account

• Four weeks of paid vacation per year

• Work anywhere in the world for 60 calendar days of the year

• Parental leave top-ups: 6 months for birthing parents, 8 weeks for non-birthing parents (up to $100,000 annual salary)

Quandri is dedicated to fostering a diverse and inclusive workplace. As an equal opportunity employer, Quandri adheres to Canadian labour laws and does not engage in discrimination based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other status protected under Canadian law.

Don’t let imposter syndrome stop you from applying. Great people sometimes don’t have the 'right' experience. If you think that you’ll be amazing at this role then we encourage you to apply.