Implementation Manager III

 This is a remote position; however, qualified candidates must be
based in either Vancouver, BC, or Toronto, ON.

Skilljar is seeking an Implementation Manager III to join our team. This individual will work directly with our customers and will be responsible for managing the onboarding process for new and existing customers, ensuring that the product is configured to meet their specific needs and helping them achieve a smooth go-live and overall business goals.

We're looking for a proactive, customer-focused professional with a proven track record in managing complex mid-market+ SaaS implementations to drive onboarding and product adoption at Skilljar. This individual thrives in dynamic, fast-paced environments, leveraging expertise in project management, technical solutions, and exceptional communication to ensure the successful implementation of Skilljar’s platform.

If you're passionate about helping customers achieve their goals and thrive in a fast-paced, evolving environment, we want to hear from you! 

Responsibilities: 

• Proactively manage customer relationships from sales handoff to successful implementation. Understand customer use cases and provide expertise on how Skilljar can be leveraged to meet and exceed these goals.
• Organize and coordinate customer onboarding and training through virtual web conferences and help documentation. 

• Act as a project manager by setting implementation expectations, managing project plans in partnership with customer champion(s), leveraging executive stakeholder relationships if project success is at risk, and coordinating customer teams to drive success through implementation.
• Provide ongoing consultative guidance throughout the implementation process through appropriate expectation setting and driving accountability and execution of implementation tasks.
• Leverage strong product and technical knowledge as well as solutions skills to meet the needs of each customer based on their unique use case.

• Collect customer product requests and drive agile prioritization through Skilljar’s development process. Provide ongoing recommendations and serve as the voice of the customer to internal teams.
• Act as a subject matter expert of the Skilljar product to drive product adoption.
• Serve as the primary contact for all customer-facing support and service issues during implementation. 
• Partner with Account Management, Customer Success, and Product Support teams to ensure customers are fully supported through the implementation process and beyond.
• Drive KPIs to measure and support overall customer health and success during the implementation phase of the Skilljar customer lifecycle.
• Other duties and responsibilities as assigned.

Skills:

• Strong knowledge of technical concepts to provide guidance with implementation and solutions, including familiarity with Single Sign-On, APIs, Salesforce, and other integrations.
• Exceptional problem-solving skills to navigate and overcome challenges.
• Fundamental understanding of project management methodologies with strong attention to detail, including scoping, strategic consulting, issue & risk identification, and communication of overall project status.
• Experience working with a mixed portfolio of customers through the development and execution of identified launch strategies.
• Effective relationship-building, maintaining, and growing skills with senior leadership at large, established companies.
• Ability to manage and prioritize workloads effectively, driving implementation projects for several customers while addressing unique needs.
• Communication skills, including effective phone, web conference, and written. communication, and strong interpersonal skills for a wide range of audiences.
• Adaptability to thrive in fast-paced, ambiguous environments (startup experience is a plus). 
• Collaborative team-player with ability to drive progress and influence cross functional teams.
• Familiarity with programming (HTML, CSS, and JavaScript is a plus).

Requirements:

• A minimum of five years of relevant experience, with at least three years ideally in an enterprise SaaS environment.
• Bachelor’s degree in a related discipline.
• Flexibility to travel as needed to support business requirements.
• Must reside in either Toronto, Ontario or Vancouver, British Columbia.

Base Pay Philosophy:

We strive for salary range transparency in our hiring process. This is a major step towards not only complying with regulations where required, but also to make sure pay equity and DEIB are top of mind during the hiring process. Base salary is only a part of the total rewards package - this role will also be eligible for a bonus based on company performance, and benefits offered through our Employer of Record. Below is the base salary for this role:

Toronto, Canada Base Salary Range: CAD $79,300 - CAD $97,150. 

Vancouver, British Columbia Base Salary Range: CAD $74,400 - CAD $92,300.

The placement within the salary range will be determined based on factors such as experience, education, relevant skill set, and internal equity.

Benefits 

• Health Coverage
• Flexible Time Off & Paid Holidays
• Tech Reimbursement
• 401k Plan

About Remote, Employer of Record

Remote is solving global remote organizations’ biggest challenge: employing anyone anywhere compliantly. We make it possible for businesses big and small to employ a global team by handling global payroll, benefits, taxes, and compliance (learn more about how it works). We're backed by A+ investors and our team is world-class, literally and figuratively, as we're all scattered around the world.

About Skilljar

Backed by prominent financial institutions, including Mayfield, Shasta Ventures, Trilogy Equity Partners, and Insight Partners, Skilljar is the leading enterprise customer training platform, transforming the way organizations onboard, engage, and retain their customers. Trusted by leading global companies like Slack, Tableau, Liberty Mutual, Cisco, Verizon, and U-Haul, Skilljar provides the essential tools and foundation for successful customer and partner engagement and enablement.

We are a team of bright, dedicated Skillets with startup drive and a passion for education. Founded in Seattle, Skilljar is now a fully distributed company that exclusively hires in Washington, Oregon, California, Arizona, Colorado, Utah, Idaho, Texas, Georgia, Florida, North Carolina, New York, Missouri, Wisconsin, Illinois, Virginia, and New York.

Skilljar is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.

Don’t meet every requirement? At Skilljar, we are committed to building a team that embraces a variety of backgrounds, experiences, perspectives, and skills. We believe that the more inclusive we are, the better our work will be. Even if your previous experience doesn’t perfectly match with the job qualifications listed, we encourage you to apply.

Skilljar does not accept nor are we responsible for any fees associated with unsolicited resumes, LinkedIn bios, or any other candidate introductions.