Implementation Manager

Role Description

We are seeking a dynamic and highly organized Implementation Manager to join our Customer Success team at Gem. As an Implementation Manager, you will be responsible for overseeing the successful deployment and integration of our platform for new clients. You'll collaborate directly with our customers to help them achieve their business goals, all while ensuring a seamless onboarding experience and smooth adoption of our software.

What You’ll Do Day-to-Day:

• Understand and Strategize: Dive deep into our customers' business needs to design a customized implementation plan that aligns perfectly with their goals for Gem.
• Manage Relationships: Lead and collaborate with both internal and external stakeholders throughout the onboarding journey, ensuring a smooth and successful process from start to finish.
• Tailor Gem’s Platform: Leverage your expertise to configure and personalize Gem’s platform, ensuring it fits seamlessly with the unique requirements of each client.
• Solve Challenges: Proactively identify and tackle any hurdles that come up during the implementation process, ensuring a flawless experience.
• Drive Adoption: Lead engaging 1:1 and group training sessions, sharing best practices to ensure customers use Gem to its fullest potential and achieve their desired outcomes.
• Collaborate Across Teams: Regularly communicate with Product and Engineering teams to share customer insights and feedback, helping shape future product improvements.
• Champion the Customer: Serve as the voice of the customer throughout the onboarding process, advocating cross-functionally to enhance Gem’s offerings and ensure the best experience possible.
• Refine Processes: Continuously improve and document onboarding processes to maximize adoption, shorten timelines, and deliver exceptional customer satisfaction.

Qualifications

• 2+ years of experience as an Implementation Manager or in a similar Customer Success role.
• Confidence in a customer-facing role, able to engage with clients while collaborating with Product and Engineering teams to ensure customer satisfaction.
• Ability to thrive in a cross-functional environment, where teamwork and communication are key.
• Top-notch project management and leadership skills, with a proven ability to drive results.
• Background in configuring and implementing SaaS applications, particularly in the HR and Recruiting space.

Requirements

• Strong project management skills.
• Passion for providing exceptional customer service.
• Ability to manage cross-functional partners to deliver high-quality solutions on time and within scope.

Benefits

• Highly competitive salary & equity.
• 10-year window to exercise your stock options.
• Supportive Flexible Time Off program.
• 16 paid holidays, including regular company-wide wellness days.
• Best-in-class medical, dental & vision insurance.
• $1,200 annual stipend for learning and development opportunities.
• 16 weeks of Paid Parental Leave for birthing and non-birthing parents.
• New Parent Perks totaling $1,500 and flexibility upon return to work.