Implementation Manager in Vancouver

Quandri is transforming the insurance experience for policyholders across North America by providing AI to the industry’s critical stakeholders - insurance agencies and brokerages. Insurance agents are the lifeblood of the insurance industry, and are where most Property & Casualty insurance is sold and serviced. Yet, there are forces making it harder than ever for them to operate; more consolidation, rising talent crisis, increasing complexity of insurance and the AI revolution are significant challenges for how agencies have typically operated. This challenge is a massive opportunity to rethink how insurance agencies operate. Quandri is at the cutting edge of this change, delivering real transformation to the entire insurance experience one process at a time through the deep understanding of insurance workflows, systems and data paired with deep technical capabilities and proprietary models.

We’re making insurance better for policyholders, while helping insurance brokerages deliver a better client service, grow faster, and harness AI so that they control the future of insurance distribution.

About the Role: The Implementation Manager is responsible for implementing the Quandri platform for a wide range of customers, from SMB to Enterprise. The role will lead at all stages of the implementation journey for both new and existing customers. You will leverage your past experience leading customer-focused software initiatives to deliver implementations that enable customers to achieve outstanding results from their partnership with Quandri.

What you’ll do:

• Manage implementation projects and client onboarding from start to finish
• Lead implementation activities, including kickoff, discovery, configuration, testing, and training
• Communicate progress via our CRM throughout the implementation process to ensure the Customer understands the progress towards their deployment date
• Provide a smooth transition from Implementation to Customer Success, ensuring customer expectations are met
• Confirm and document customer goals and success metrics as customers exit the sales cycle and enter implementation
• Facilitate technical requirement gathering and deliver customer feedback to the product team when necessary
• Effectively manage and communicate changes in project scope, budget or schedule
• Utilize internal tools such as HubSpot, Sybill, and GDrive to track all Customers in deployment and their progress
• Work with the Product team to continually improve customer time-to-value
• Develop scope of work documentation that marries customer expectations with internal delivery resources
• Identify change management opportunities to improve user training & adoption
• Become an expert in our products and know all required technical details to successfully implement our products
• Understand the fundamentals of the insurance broker landscape and the day-to-day broker processes that Quandri improves
• Provide insights and feedback from our customers to the Customer Success and product team to help shape our product refinement

The right person for this role will have:

• 2+ years of experience successfully implementing software/SaaS systems
• Bonus: experience in the insurance industry and/or working with Agency Management Systems
• Outstanding project management skills and effective use of project management tools
• Strong technical aptitude and curiosity to understand systems
• Experience working with product and engineering teams to deliver implementations
• Experience managing change management activities by clearly communicating the implementation process and providing amazing support and user training
• Proven ability to convey technical subject matter to non-technical audiences
• History of delivering exceptional customer service
• Highly-developed written/verbal communication skills
• Strong interpersonal and relationship-building skills
• Proficiency in Microsoft Word, Excel, PowerPoint or G-Suite equivalents
• Proficiency in using a CRM platform (HubSpot preferred)
• Ability to handle multiple responsibilities and prioritize efficiently
• Aptitude for technology and the ability to learn to use different software programs quickly
• The ability to manage multiple customer projects
• The ability to effectively listen and communicate with customers in a professional manner
• Effectively present to customers and run engaging customer meetings
• Well-organized with attention to detail
• Demonstrate commitment and passion for creating positive customer-centric interactions

Our guiding principles:

• Customers at the core. We put the customer at the center of all we do.
• Move with urgency. We default to acting fast and with urgency.
• Be curious. We seek a deeper understanding of why things are the way they are.
• Excellence in execution. We commit ourselves to excellence in everything that we do.
• Act like an owner. We follow through on commitments and own our results.
• Fight for simplicity. We intentionally fight for streamlined solutions.
• AI-first. We lead with AI in how we build our product and run our operations.

Compensation and benefits:

• The compensation range is $90k - $130k which is dependent on level of experience, performance and choice of stock option compensation
• Employee stock options based on experience level
• Comprehensive health benefits, including $500 Lifestyle Spending Account
• Four weeks of paid vacation per year
• Work anywhere in the world for 60 calendar days of the year
• Parental leave top-ups: 6 months for birthing parents, 8 weeks for non-birthing parents (up to $100,000 annual salary)

Quandri is dedicated to fostering a diverse and inclusive workplace. As an equal opportunity employer, Quandri adheres to Canadian labour laws and does not engage in discrimination based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other status protected under Canadian law. Don’t let imposter syndrome stop you from applying. Great people sometimes don’t have the 'right' experience. If you think that you’ll be amazing at this role then we encourage you to apply.