The Implementation Manager will oversee the onboarding process for new clients, manage projects, and provide integration support, ensuring client satisfaction and effective use of the platform.
About the role
We are seeking an excellent Implementation Manager with 3-5 years of relevant experience to serve as the primary point of contact for customers transitioning to Thatch's platform. The Implementation Manager will be responsible for ensuring a smooth and successful onboarding experience, managing customer relationships, and collaborating with internal teams to deliver exceptional service.
What you'll do
- Client onboarding: Lead the end-to-end implementation process for new clients, including setting up their Thatch instance, importing employee data, and launching open enrollment.
- Project management: Develop and manage detailed project plans to ensure timely delivery of implementation milestones, meeting client-specific requirements and deadlines.
- Client communication: Serve as the main point of contact for clients during the implementation phase, providing regular updates, addressing concerns, and ensuring customer satisfaction.
- Integration support: Assist customers in integrating their payroll systems with Thatch, providing technical guidance and troubleshooting support as needed.
- Collaboration with product team: Work closely with the product team to relay customer feedback, report issues, and suggest enhancements or new features to improve the platform.
- Post-Implementation review: Conduct thorough reviews of customers' first invoices, explain various sections of the product (such as documents and deduction reports), and ensure customers are fully equipped to utilize the platform effectively.
Background we're looking for
- Experience: 3-5 years of experience in implementation management, preferably within a SaaS environment.
- Project management: Proven ability to manage multiple projects simultaneously, with a strong track record of meeting deadlines and delivering high-quality results.
- Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely to customers and internal teams.
- Technical proficiency: Familiarity with SaaS platforms and experience with system integrations, particularly with payroll systems, is highly desirable.
- Problem-solving: Strong analytical and troubleshooting skills, with the ability to identify issues proactively and develop effective solutions.
- Client-focused: Demonstrated ability to build and maintain strong customers relationships, with a focus on understanding and addressing customer needs.
- Team collaboration: Experience working collaboratively with cross-functional teams, including product development, to achieve common goals.
Experience we’d be particularly excited about
- Experience in the insurance or HR technology sectors.
- Proficiency in project management tools and methodologies.
- Experience implementing HR or insurance related SaaS platforms.
- Experience working with HR professionals.
What to expect
We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly.
About Thatch
We’re a fully distributed early stage company using technology to change the way America does healthcare. We’re a happy, friendly, high-velocity team. You can read more on Thatch here.
Top Skills
Project Management Tools
SaaS
Thatch (thatch.ai) San Francisco, California, USA Office
353 Kearny St, San Francisco, California, United States, 94108
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