Implementation Project Manager

We’re Ten Thousand Coffees (10KC) and we believe that it's the informal moments with colleagues, mentors, and leaders where people learn and grow the most. Mentoring, networking, and informal talent development is where 85% of careers are found and 90% of learning happens, yet is largely left to serendipity and chance (which can then lead to biases and nepotism). Building relationships leads to career development, new opportunities, breakthrough ideas and cultures where we feel like we belong.

We’re building the world’s best technology to deliver the best mentoring, networking and informal development experiences. 10KC offers innovative solutions to help clients evolve and adapt their current programs to address the challenges of the modern day workplace.

We’ve built award winning partnerships to strengthen connectivity and talent development in enterprise, academic, and industry organizations. Our clients include Fortune 1000s like the Royal Bank of Canada (RBC), PWC, Adidas, General Electric, Telus, 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 meet (and exceed) our ambitious goals.

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The Role

Ten Thousand Coffees (10KC) is looking for an Implementation Project Manager who is passionate about working with our diverse range of customers to remove organizational and technical barriers and implement best-in-class connectivity and informal talent development programs.

Reporting to the Manager, Customer Success Operations, and in collaboration with a team of Customer Success Managers (CSMs), you will work with the Ten Thousand Coffees’ portfolio of customers to ensure successful implementations of customer programs. You will manage project timelines and deliverables throughout the implementation, and be responsible for utilizing tools and resources that reflect our best-practices and set our customer programs up for long-term success.

What you’ll do

**Project Management**:

- Host and schedule client meetings, gather requirements, and drive strategic decision making to ensure project expectations, goals and timelines are met and executed
- Serve as the primary point of contact for customers during the implementation phase of the customer journey and analyze customer’s business requirements and objectives to validate any future support or configuration.
- Document and transition upsell opportunities and context for Customer Success and Account Management teams
- Maintain Salesforce and CS Tool customer records throughout the Implementation
- Capture and support client requirements with non-standard requests, ensuring early collaboration with internal stakeholders and long-term internal reference and enablement materials
- Mitigate risk by auditing client configurations and identifying and proactively addressing client issues through internal and executive communication
- Organize, document and triage client issue and risk logs when required, soliciting internal support and engagement
- Collaborate with the assigned Customer Success Manager to ensure all necessary activities are completed in a high quality and efficient manner
- Act as a Project Manager for other 10KC Internal projects as required

**Best-Practice Program Implementations**:

- Manage program implementations for our key customers (including new business, renewals, and upsells)
- Partner with 10KC stakeholders to ensure customers experience a seamless implementation
- Work with clients during the Sales cycle to answer questions, generate excitement and prepare them for the upcoming implementation project
- Collaborate with the CSM and Account Executive paired on each customer account to ensure a successful transition and welcome new customers to their implementation and customer success journey
- Develop, maintain and demonstrate practical knowledge on our product and services
- Partner with the assigned Customer Success Manager to provide best practice recommendations and guidance on how best to implement our suite of products and solutions
- Adapt implementation approach to meet the needs of specific client personas and program types

**Internal Enablement**:

- Maintain our internal implementation knowledge base, playbooks and processes
- Liaise internally with Product, Sales, and CS Teams to ensure the adoption and incorporation of 10KC product, process, and configuration updates into our implementation process
- Define, document and report on successful implementation and configuration trends; make recommendations for updates based on learnings, data, and developments within the industry and our product
- Expand, adapt and create internal implementation playbooks, processes and resources