Implementation Manager

About Rundoo

Our mission is to empower independent supply stores with best-in-class technology. Think of your local hardware store or mom-and-pop nursery-these are our clients. From paint to lumber to flooring, over 200,000 such stores across the country sell over $1T of building materials annually using outdated, on-premises systems. We're aiming to help them modernize so that they can continue to thrive.

Backed by leading investors including Bessemer and CRV, we've raised $18M across three rounds and are growing quickly. Our team is made up of builders, sellers, and industry veterans with a shared goal: to bring modern technology to an overlooked industry.
About the role

As an Implementation Manager at Rundoo, you will lead clients through the entire implementation process, from initial sign-up to steady state, where they are fully transitioned to general support. You will be responsible for ensuring a smooth and efficient onboarding experience, working closely with both clients and internal teams to drive successful outcomes. You'll report to Rundoo's Head of CX, Vidhan and work closely with a team of peers on the implementation team who do the same role. You'll also collaborate closely with our sales team and client success team to ensure a clean and efficient client handoff between teams. This role is ideal for someone who thrives on building lasting customer relationships and growing with a fast-paced startup.
What you'll do as an Implementation Manager at Rundoo

• Project manage the full implementation process : Oversee the journey of getting a client live on Rundoo, from initial kickoff call post contract sign to hardware ordering and setup to managing live and async portions of training to providing day-of go live support to providing 2-3 weeks of post go live high touch support before handing off to the client success team.
• Build strong client relationships : Develop a deep understanding of each client's unique needs and goals, offering personalized, hands-on support throughout the onboarding process to ensure a seamless experience.
• Partner with sales development and customer success teams : Collaborate closely with both teams to ensure smooth handoffs and successful transitions, maximizing client satisfaction and long-term success.

Requirements

• Excellent communicator with a track record of building strong, consultative customer relationships
• Experience in project management with exceptional attention to detail
• Problem solver who can proactively address client challenges proactively and troubleshoot issues to ensure a smooth implementation process.
• Ability to become an industry expert through working with clients, consulting with experts on our team, and independent learning
• Valid U.S. driver's license
• Comfortable with travel
  
  • At maximum: 1-2x a month, 1-3 days at a time
• Work in our River North office in Chicago 4x/ week.

Bonus points

• Familiarity with or experience in paint and hardware , building materials , construction supply , or related industries.
• Comfortable adapting to a dynamic environment where priorities may shift and new challenges arise regularly.
• Prior experience in education.
• Experience driving change with customers adopting new workflows or systems.

Interview Process

1. Intro Call (20 minutes, remote) - An introductory call with Shannon to learn more about each other.
2. Round 1 (30 minutes, remote) - Resume and discovery interview with Vidhan, focusing on how you interact with clients and handle live, client-style questions.
3. Round 2 (1 hour, remote) -
   
   1. Session Agenda:
      
      1. Meet the team - Meet with Viviana and Jason
      2. Activities
         Part 1: Simulate a sales → Implementation handoff call
         A resource document will be provided - you'll also have time to prepare and ask questions in person. The goal is to see how you develop an agenda, problem-solve live, and what types of clarifying questions you ask clients.
         Part 2: Product Training
         We'll go through a short demo of a section of Rundoo. You'll then have time to explore independently and ask questions. Then, you'll run a short training session on the section of Rundoo you reviewed.
      3. Coffee / meal with the team in Chicago
4. Final Call (15 minutes, remote) - Conversation with our CEO, Nick.
5. Reference check
6. Offer

About the team

• Jason - Former paint store manager, early client of Rundoo, now helping businesses experience the benefits of Rundoo.
• Viviana -Former Agtech specialist who worked for an organic certifier for 8ish years and an Agtech startup for 1.5ish years.
• Humberto - Business and Information Technology specialist with 8 years of hardware store and ERP system experience.
• Lej - Passionate about tech and helping people; here to find problem-solvers who care about impact as much as innovation.
• Leslie - Recent MBA grad with about 10 years in various Ops and Implementation roles at startups, always looking for my next build.

Additional Rundoo Team Members you'll be working closely with:

1. Vidhan (Head of CX)
2. Matt (Head of Sales)
3. Claire (Head of Client Success)
4. Robbie (Client Success Manager)

Compensation

• Salary : $86,000 - $111,000 annually
• Equity : $16,735 - $17,530 initial grant value, vesting over 4 years

Benefits

• Full medical, dental, and vision coverage (100% of premiums for you, 50% for dependents)
• Life insurance
• 401k with Betterment
• Unlimited PTO with 10 company paid holidays
• In-office gym
• Daily team lunches
• Learning materials and audiobook subscriptions

About our founders

1. Andrew (CTO): studied computer science & humanities at Stanford; worked as a software engineer and head of engineering at Apple & Anova; danced with the SF ballet (where he met his wife)!
2. Nick (CEO): studied math & computer science at Stanford; worked as a trader at Bridgewater & Citadel and as a PM at Google & Enigma; distantly related to the founder of the Hershey company

How we've fundraised

We've raised $18m across three rounds:

1. A $2m pre-seed led by Kent Bennett at Bessemer with participation from Plug & Play, Quiet Capital, and Sequoia.
2. A $5m seed led by Caitlin Bolnick Rellas at CRV.
3. An $11m series A led again by Bessemer and CRV.