Customer Implementation Manager

We’re Ten Thousand Coffees (10KC) and we unlock opportunity through meaningful connections. 10KC is the only all-in-one platform for inclusive mentoring, connectivity, and skills development that drives better employee engagement and retention. Organizations rely on 10KC to build, manage, scale, and measure all of their mentoring and networking experiences in one fully integrated platform.

200+ organizations use our all-in-one platform to connect, develop and engage their employees. Our clients include Fortune 1000s like the Royal Bank of Canada (RBC), PwC, Adidas, General Electric (GE), Johnson & Johnson, post-secondary academic institutions across Canada, and diversity networks like Ascend and Black Professionals In Tech Network (BPTN). We have big plans to grow and are building a world-class team to help us achieve our ambitious goals

Our Customer Success Team is currently seeking a Customer Implementation Manager based remotely within Canada.

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The Role
As a Customer Implementation Manager, you will report to our Manager, CS Operations, and work directly with our world class customers to get them up and running on our platform. Our Customer Implementation Managers ensure a smooth process from deal signing through go live, managing everything from program design and configuration through to launch for end users.

We’re looking for a Customer Implementation Manager who wants to help build and execute a best-in-class implementation process that drastically increases efficiency and enables scale. You also get excited about being very hands-on with our product as you help clients launch award-worthy talent programs - and you provide “voice of the customer” feedback to the Product team to help us continually improve our offerings.

What you’ll do
- Launch clients. Gather deep context from the Sales team on clients’ program objectives. Manage stakeholders across the client and 10KC, to configure and launch the programs that will achieve their goals. You will manage implementation processes fairly independently, pulling in support from AEs, CSMs, Product, and/or Solution Architects where needed.
- Continually improve our implementation process. Leverage your deep expertise in B2B SaaS implementations to help simplify the process for clients and colleagues and expedite clients’ time to first value. Design new processes, playbooks, reusable assets; things that will expedite our time to first value and increase our ability to launch even more clients concurrently as we grow.
- Get hands-on with our product. You get excited when products are constantly being enhanced, and you actively stay on top of new product features and best practices to incorporate them into the implementation process. You are comfortable when clients’ needs push the bounds of our product capabilities, and you find creative ways to bring clients’ vision to life. You then provide client feedback to the Product team to inform their backlog, helping inform our continual improvements and feature expansions.
- Learn our customer success routines. You will be trained on all aspects of the Customer Success Manager role. Deeply understanding the post-launch phases of the customer journey will serve you well as you refine the implementation process. You will get a chance to put this knowledge into practice as you occasionally cover for CSMs and/or carry a small book of business.

What you’ll bring
- Previous experience working in a B2B SaaS environment, with preference for those with experience in Human Resources (HR), L&D, Talent Management, Employee Experience Technology.
- A proven track record of success in similar roles in a startup to scale-up tech environment. You would have been a part of a company’s CS team from early stages and experienced growth within the team and the company overall.
- An aptitude for learning new technologies.
- Proven ability to simplify complex processes and concepts for a senior / non-technical audience. Able to keep many pieces moving without overwhelming clients or colleagues.
- Demonstrated experience establishing new processes, playbooks, etc., that simultaneously improve the client experience and increase our efficiency so we can scale our growth.
- Proven ability to establish trusted relationships with clients. You are comfortable facilitating meetings with diverse stakeholder groups and providing clear direction on actions required.
- Solutions-oriented self-starter, you're open to adjusting tactics and executing in a rapidly changing work environment with independence.
- An alignment with our company values and ability to work in accordance with these values to ensure team and company success.

**The base salary range for this role is**: $90,000 CAD to $110,000 CAD
An individual's base salary depends on various factors, including