Implementation Manager
Job Summary
Job Description
We are seeking an excellent Implementation Manager with 3-5 years of relevant experience to serve as the primary point of contact for customers transitioning to Thatch's platform. The Implementation Manager will be responsible for ensuring a smooth and successful onboarding experience, managing customer relationships, and collaborating with internal teams to deliver exceptional service. Key responsibilities include leading customer onboarding, managing project plans, maintaining customer communication, providing integration support, collaborating with the product team for feedback and enhancements, and conducting post-implementation reviews.
Must have:
- 3-5 years experience in customer relationship management
- Proven project management skills
- Excellent verbal and written communication
- Familiarity with SaaS platforms
- Strong analytical and troubleshooting skills
- Customer-focused approach
- Experience working with cross-functional teams
Good to have:
- Experience in health insurance or HR software
- Experience onboarding HR/insurance products
- Experience with mid-size employers/HR stakeholders
- Experience with payroll systems
7 skills required
Job Details
About the role
We are seeking an excellent Implementation Manager with 3-5 years of relevant experience to serve as the primary point of contact for customers transitioning to Thatch's platform. The Implementation Manager will be responsible for ensuring a smooth and successful onboarding experience, managing customer relationships, and collaborating with internal teams to deliver exceptional service.
What you'll do
- Customer onboarding: Lead the end-to-end onboarding process for new customers, including setting up their Thatch account, guiding them through change management, and launching open enrollment.
- Project management: Develop and manage project plans to ensure timely delivery of onboarding milestones, meeting client-specific requirements and deadlines.
- Customer communication: Serve as the main point of contact for customers during the onboarding phase, providing regular updates, addressing concerns, and ensuring customer satisfaction.
- Integration support: Assist customers in integrating their payroll systems with Thatch, providing technical guidance and troubleshooting support as needed.
- Collaboration with product team: Work closely with the product team to relay customer feedback, report issues, and suggest enhancements or new features to improve the platform.
- Post-Implementation review: Conduct thorough reviews of customers' first invoices, explain various sections of the product (such as documents and deduction reports), and ensure customers are fully equipped to utilize the platform effectively.
Background we're looking for
- Experience: 3-5 years of experience in customer relationship management, preferably within SaaS, a startup, and/or a benefits company.
- Project management: Proven ability to manage multiple projects simultaneously, with a strong track record of meeting deadlines and delivering high-quality results.
- Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely to customers and internal teams.
- Technical proficiency: Familiarity with SaaS platforms and experience with payroll systems is highly desirable.
- Problem-solving: Strong analytical and troubleshooting skills, with the ability to identify issues proactively and develop effective solutions.
- Customer-focused: Demonstrated ability to build and maintain strong customer relationships, with a focus on understanding and addressing customer needs.
- Team collaboration: Experience working collaboratively with cross-functional teams, including Product, Operations, and Sales, to achieve common goals.
Experience we’d be particularly excited about
- Experience in the health insurance or HR software industries.
- Experience onboarding customers to HR or insurance-related products.
- Experience working with mid-size employer customers and HR stakeholders.
What to expect
We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly.
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