Implementation Manager

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 range for base pay 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)