Implementation Lead

Case IQ 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 Case IQ for managing millions of cases over the past 25 years and helping mitigate billions of dollars in financial and brand risk.

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, you will be the main point of contact for our customers during the implementation process and you will oversee project management, product configuration, integration and migration requirements gathering/documentation, user training, and post-launch adoption tasks for some of our largest customers. You will become a product and investigative process expert and leverage that knowledge to plan and execute high quality customer onboardings to ensure successful delivery of value to our customers.

Please note, while this is a remote-first position, you must be located in Canada.

What You'll Do

• Own the implementation process from contract signing through go-live and adoption for all new and existing customer product onboardings
• Configure integration and migration solutions for customers
• Manage multiple projects simultaneously and develop and maintain corresponding project plans and records with key implementation milestones
• Become an expert with our entire technology stack (including Salesforce, JIRA, Slack, , and Gong) and investigation use cases to help your customers get the most value from our offerings early in the customer lifecycle
• Understand our product at a deep level and remain current with new features as they are released to ensure that your implementations will set our customers up for long term success using our application
• 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
• Maintain a high standard of security awareness, ensuring data protection, compliance with company policies, and adherence to industry standards in all aspects of work.

Who We're Looking For

• 2+ years' experience implementing SaaS products or within the technology space, with exposure to large, complex implementations
• Strong project management skills
• Must be a confident, adaptable, self-starter who thrives in an empowered, fast-paced environment
• Creative problem-solving skills under pressure while working through customer issues
• Understanding of data migrations, and how batch transfer, API and webhook integration models work
• Strong communication skills, both verbal and written, with a superior command in English
• 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 flexible work environment (our team spans the US and Canada)
• Competitive company-paid benefits plan starting day 1
• Generous professional development budget
• RRSP/ 401k matching program
• Half-day Fridays in the summer

Selected candidates will be contacted through BambooHR (please check your junk mail).

Case IQ is an equal opportunity employer. All qualified applicants are given consideration regardless of race, religion, color, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws. If you have a disability or special need that requires accommodation, please contact us