Implementation Lead

2 weeks ago

Toronto, Canada i-Sight Full time

i-Sight helps companies protect their employees, culture, and business through world-class software for uncovering, investigating, and preventing fraud, ethics, harassment, discrimination, and security incidents. We’re proud to count a roster of Fortune 500 companies among our customers, which have relied on i-Sight for managing millions of cases over the past 20 years and helping mitigate both financial and brand risk.

With massive growth ahead for i-Sight, we’re looking for an **Implementation Lead** to perform a pivotal role in driving a customer and value proposition centric approach to implementing and configuring our investigative case management SaaS offerings.

In this role (remote-first), you will be responsible for training administrators and users, and empowering strong adoption of the solution while facilitating long-term retention. You will become a product and investigative process expert and leverage that knowledge to plan and execute on high quality customer onboardings to ensure successful delivery of value to our customers. Internally, you will work cross-functionally as a project quarterback to ensure your customer onboarding needs are met throughout the onboarding lifecycle.

**Main Responsibilities**:

- Own the implementation process from late-stage sales cycle through go-live and adoption for all new and existing customer product onboardings
- Manage multiple projects simultaneously and maintain corresponding project plans with key implementation milestones
- Become an expert and continual learning with our entire technology stack and investigation use cases to help your customers get the most value from our offerings early in the customer lifecycle
- Provide feedback on products and integrations, write requirements, and test new functionalities
- Collaborate with internal teams to resolve technology issues and share customer feedback
- Review reporting metrics with the department head and raise any issues or concerns that affect deliverables to our customers
- Identify and support implementation of process improvements to continuously advance our work and the value that we deliver to customers
- Exercise analytic capabilities by helping customers determine work-around solutions to their business needs while acting as a liaison to our product team to communicate future considerations for the product roadmap
- Support the entire implementation function with ongoing management of customers, support, training, and any other issues that may arise

**Qualifications**:

- 2+ years experience implementing SaaS products or within the technology space
- Must be a confident, adaptable, self-starter who thrives in an empowered, fast paced environment
- Strong communication skills, both verbal and written, with a superior command in English
- Creative problem-solving skills under pressure while working through customer issues
- Ability to multitask and prioritize competing responsibilities
- A team player who performs well independently
- Possesses a continual learning approach

**Perks and benefits**
- Work remotely within a casual and flexible work environment (our team spans the US and Canada)
- Competitive company-paid benefits plan
- Generous professional development budget
- Half-day Fridays in the summer + weekly meeting free time blocks
- Eligibility to participate in i-Sight RRSP/401K matching program

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