Implementation Manager

About this role

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to lumber to flooring, over 200,000 such stores across the country sell over $1T of building materials annually using outdated, on-premises systems.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 of a section of Rundoo. You’ll then have time to explore independently and ask questions. Then, you’ll run a short training session on the section of Rundoo you reviewed.

3. Coffee / meal with the team in Chicago

4. Final Call (15 minutes, remote) – Conversation with our CEO, Nick.

5. Reference check

6. Offer

ABOUT THE TEAM 👥

- Jason https://www.linkedin.com/in/jason-webb-274228342/ - Former paint store manager, early client of Rundoo, now helping businesses experience the benefits of Rundoo.

- Viviana https://www.linkedin.com/in/viviana-renteria-quintero -Former Agtech specialist who worked for an organic certifier for 8ish years and an Agtech startup for 1.5ish years.

- Humberto https://www.linkedin.com/in/humberto-rodriguez--/ - Business and Information Technology specialist with 8 years of hardware store and ERP system experience.

- Lej https://www.linkedin.com/in/lejwilliams/ - Passionate about tech and helping people; here to find problem-solvers who care about impact as much as innovation.

- Leslie http://linkedin.com/in/leslieb-- Recent MBA grad with about 10 years in various Ops and Implementation roles at startups, always looking for my next build.

Additional Rundoo Team Members you’ll be working closely with:

1. Vidhan https://www.linkedin.com/in/vidhanagrawal/ (Head of CX)

2. Matt https://www.linkedin.com/in/matthew-kestufskie/ (Head of Sales)

3. Claire https://www.linkedin.com/in/claire-byrne-2136231b/ (Head of Client Success)

4. Robbie https://www.linkedin.com/in/robert-lamb-033673358/ (Client Success Manager)

COMPENSATION 💵

- Salary: $86,000 - $111,000 annually

- Equity: $16,735 - $17,530 initial grant value, vesting over 4 years

BENEFITS 🏋️

- Full medical, dental, and vision coverage (100% of premiums for you, 50% for…