Implementation Manager

Gem

3h•Remote

About The Position

Gem is an AI-first all-in-one recruiting platform that integrates ATS, CRM, sourcing, scheduling, and analytics, along with access to over 800 million profiles. It aims to boost recruiter productivity and reduce technology costs for over 1,000 organizations, including industry leaders like Zillow, DoorDash, and Asana. Gem has secured $148M in funding from prominent investors and is recognized as a Forbes America's Best Startup Employer and a Great Place to Work. The company emphasizes a connected recruiting platform with a consistent interface, unified data, smart AI recommendations, and simplified permissions. The Customer Success team at Gem is dedicated to empowering customers to build exceptional teams by understanding their business challenges, serving as trusted partners, aligning the product with their objectives, and consulting on best practices. The Implementation Manager will join this team, overseeing the successful deployment and integration of the Gem platform for new clients. This role involves direct collaboration with customers to help them achieve business goals, ensuring a seamless onboarding experience and smooth software adoption.

Requirements

You bring 2+ years of experience as an Implementation Manager or in a similar Customer Success role.
You’re confident in a customer-facing role, able to engage with clients while collaborating with Product and Engineering teams to ensure customer satisfaction.
You thrive in a cross-functional environment, where teamwork and communication are key.
Your project management and leadership skills are top-notch, and you know how to drive results.
You have a background in configuring and implementing SaaS applications, particularly in the HR and Recruiting space, which will give you an edge in this role.

Responsibilities

Understand and Strategize: Dive deep into our customers' business needs to design a customized implementation plan that aligns perfectly with their goals for Gem.
Manage Relationships: Lead and collaborate with both internal and external stakeholders throughout the onboarding journey, ensuring a smooth and successful process from start to finish.
Tailor Gem’s Platform: Leverage your expertise to configure and personalize Gem’s platform, ensuring it fits seamlessly with the unique requirements of each client.
Solve Challenges: Proactively identify and tackle any hurdles that come up during the implementation process, ensuring a flawless experience.
Drive Adoption: Lead engaging 1:1 and group training sessions, sharing best practices to ensure customers use Gem to its fullest potential and achieve their desired outcomes.
Collaborate Across Teams: Regularly communicate with Product and Engineering teams to share customer insights and feedback, helping shape future product improvements.
Champion the Customer: Serve as the voice of the customer throughout the onboarding process, advocating cross-functionally to enhance Gem’s offerings and ensure the best experience possible.
Refine Processes: Continuously improve and document onboarding processes to maximize adoption, shorten timelines, and deliver exceptional customer satisfaction.