Customer Implementation Manager Jobs

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.Application Tips

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10KC is permanently remote and building a digital-first culture. We welcome applications from across Canada.

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

• 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.
• 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.
• 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

• 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.
• 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.
• 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.
• Solutions-oriented self-starter, you're open to adjusting tactics and executing in a rapidly changing work environment with independence.
• Demonstrated experience establishing new processes, playbooks, etc., that simultaneously improve the client experience and increase our efficiency so we can scale our growth.
• An alignment with our company values and ability to work in accordance with these values to ensure team and company success.
• The ideal candidate will have 3+ years of experience in a previous role in B2B SaaS implementations / onboarding working with midmarket and/or enterprise customers. Additional experience as a Customer Success Manager is highly preferred.
• Proven ability to establish trusted relationships with clients. You are comfortable facilitating meetings with diverse stakeholder groups and providing clear direction on actions required.

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 geographical location and experience, knowledge, skills, and abilities as evaluated during the recruitment process.

Equity, Diversity & Inclusion @ 10KC

We’re dedicated to building a diverse and inclusive community - one where employees feel a sense of belonging and are valued for their contributions and the perspectives they bring. We celebrate and support our differences. We welcome new team members who are BIPOC, LGBTQ+, and neurodiverse as a part of our team (and we’ll continue to hire more in 2023!). We strongly encourage everyone to apply. Whatever your background, race, creed, sex, gender, orientation, religion, people with living with disabilities, and foreign-born residents - you belong here!

Benefits and Perks

• Wholesome health & dental benefits coverage
• Home office set up allowance
• Employee and family assistance program (support for mental health, family & relationship, child & eldercare, work & career, legal, financial, and more)
• Monthly fitness stipend
• Permanently remote in Canada (with options to work short-term abroad)
• Parental benefits program
• Monthly internet and phone stipend
• Flexible, uncapped time off program
• Employee connectivity program powered by our software
• Comprehensive total rewards, which may include stock options, bonuses, and commissions
• Flexible working hours to suit your lifestyle and needs