Implementation Manager

ABOUT RUNDOO ℹ️ Our mission is to empower independent supply stores with best-in-class technology. Think of your local hardware store or mom-and-pop nursery—these are our clients. From paint to lumber to flooring, over 200,000 such stores across the country sell over $1T of building materials annually using outdated, on-premises systems. We’re aiming to help them modernize so that they can continue to thrive. Backed by leading investors including Bessemer and CRV, we've raised $18M across three rounds and are growing quickly. Our team is made up of builders, sellers, and industry veterans with a shared goal: to bring modern technology to an overlooked industry. ABOUT THE ROLE 💼 As an Implementation Manager at Rundoo, you will lead clients through the entire implementation process, from initial sign-up to steady state, where they are fully transitioned to general support. You will be responsible for ensuring a smooth and efficient onboarding experience, working closely with both clients and internal teams to drive successful outcomes. You’ll report to Rundoo’s Head of CX, Vidhan and work closely with a team of peers on the implementation team who do the same role. You’ll also collaborate closely with our sales team and client success team to ensure a clean and efficient client handoff between teams. This role is ideal for someone who thrives on building lasting customer relationships and growing with a fast-paced startup. WHAT YOU’LL DO AS AN IMPLEMENTATION MANAGER AT RUNDOO 🗒️ - Project manage the full implementation process: Oversee the journey of getting a client live on Rundoo, from initial kickoff call post contract sign to hardware ordering and setup to managing live and async portions of training to providing day-of go live support to providing 2-3 weeks of post go live high touch support before handing off to the client success team. - Build strong client relationships: Develop a deep understanding of each client’s unique needs and goals, offering personalized, hands-on support throughout the onboarding process to ensure a seamless experience. - Partner with sales development and customer success teams: Collaborate closely with both teams to ensure smooth handoffs and successful transitions, maximizing client satisfaction and long-term success. REQUIREMENTS ☑️ - Excellent communicator with a track record of building strong, consultative customer relationships - Experience in project management with exceptional attention to detail - Problem solver who can proactively address client challenges proactively and troubleshoot issues to ensure a smooth implementation process. - Ability to become an industry expert through working with clients, consulting with experts on our team, and independent learning - Valid U.S. driver’s license - Comfortable with travel - At maximum: 1-2x a month, 1-3 days at a time - Work in our River North office in Chicago 4x/ week. BONUS POINTS 🌟 - Familiarity with or experience in paint and hardware, building materials, construction supply, or related industries. - Comfortable adapting to a dynamic environment where priorities may shift and new challenges arise regularly. - Prior experience in education. - Experience driving change with customers adopting new workflows or systems. INTERVIEW PROCESS 🎤 1. Intro Call (20 minutes, remote) – An introductory call with Shannon to learn more about each other. 2. Round 1 (30 minutes, remote) – Resume and discovery interview with Vidhan, focusing on how you interact with clients and handle live, client-style questions. 3. Round 2 (1 hour, remote) – 1. Session Agenda: 1. Meet the team - Meet with Viviana and Jason 2. Activities Part 1: Simulate a sales → Implementation handoff call A resource document will be provided - you’ll also have time to prepare and ask questions in person. The goal is to see how you develop an agenda, problem-solve live, and what types of clarifying questions you ask clients. Part 2: Product Training We’ll go through a short demo...