Implementation Manager

| USA +52 more | Remote
Employer Provided Salary: 70,000-90,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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At HopSkipDrive, our goal is to create opportunity for all through mobility. 

We’re a technology company that solves complex transportation challenges where there is a heightened need for safety, equity, and care. Through our marketplace, we connect kids, older adults, or anyone needing extra support to highly-vetted caregivers on wheels. Through our software and advisory services, we solve the biggest transportation challenges facing schools and school districts around the country. 

Founded by three moms as a solution to their own transportation challenges, we’ve now facilitated more than 3.3 million rides and operate across over 13 states across the country. We continue to expand at a rapid pace, making the Inc. 5000 list four times, as well as the Deloitte 500 Fast-Growing Technology list. HopSkipDrive is a Series D company and has raised $100M in funding to date.

Who you are:

As the Implementation Manager you will be responsible for owning the implementation phase of the client lifecycle from contract sign to go-live, and training client end users on how to use our system and providing post-onboarding, and customer success service. You will bring a “scrappy, make it work mindset” to ensure the timely and effective onboarding of new clients and take the initiative to proactively support the continuing education of clients and Caregivers. This position is ideal for someone with experience working as an Implementation, Customer Success, or Project Manager and knows what it takes to manage multiple client engagements at once. You must have a knack for consultative sales, be able to communicate well, both verbally and in writing, and bring a passion for delivering an exceptional client experience.

Key Responsibilities:

  • Collaborate with team members to set performance goals and monitor their progress.
  • Oversee top-tier clients throughout the Implementation phase of the client lifecycle.
  • Lead and manage the implementation of new business from contract signed through launch, ensuring a successful implementation process and maintaining communication with clients throughout implementation 
  • Plan, lead, organize, and control multiple project initiatives per approved scope and schedule.
  • Serve as the first-line decision-maker for the business, including developing ramp-up plans, schedules, risk identification, and mitigation plans to meet customer requirements.
  • Provide day-to-day direction to cross-functional implementation teams and offer best practices to customers for deploying products within their environment.
  • Ensure a smooth transition to account management post-ramp-up.
  • Collaborate with sales, client, and operations leadership to ensure adherence to all processes throughout the implementation process.
  • Develop and execute continuing education solutions to train existing clients and Caregivers on new product features.
  • Ensure all customers efficiently complete the required technical setup according to the project plan and timeline.
  • Train and educate customers on how to effectively utilize the HopSkipDrive platform products through in-person and videoconference sessions.
  • Support the development of client-facing resources to facilitate ongoing training and the launch of new product features in a cross-functional manner.
  • Leverage a deep understanding of HopSkipDrive’s products and abilities to identify and implement new business opportunities with top clients.
  • Work collaboratively across departments in a fast-paced environment.
  • Participate in special projects as determined by the Director of Implementation.


What we’re looking for:

  • 5+ years experience in a high-pressure, fast-paced environment; start-up experience preferred 
  • 5+ years experience in an Implementation, Account Management, or Customer Success role 
  • Creative and strategic thinker who has a proven ability to see the big picture and understands where details and data inform that picture 
  • Ability to balance operational and client-facing tasks to ensure successful execution
  • A willingness to dive into the weeds and become a product expert, fluent in executing tactical needs
  • You leverage data in all of your decision-making
  • Self-starter attitude with a high degree of motivation to go above and beyond the task at hand
  • Strong presentation skills (In-person & Videoconference)
  • A positive, self-motivated individual
  • Experience with SalesForce or similar CRM preferred 
  • Strong track record of defining and executing against key performance indicators
  • Excellent ability to build trust, create and maintain rapport with a team and business partnerships
  • Ability to be challenged and challenge team members to achieve team goals
  • Proactive interest in increasing customer happiness and developing customer relationships
  • You are willing to travel 15%-35% of the time (travel may fluctuate)


Our Investment In You

We want you to be an owner in our company and share in executing our vision, so every full-time employee has equity. In addition, we offer competitive market comp, flexible vacation, FSA, medical, dental and vision, 401(k), and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential. HopSkipDrive is committed to fair and equitable compensation practices. The base salary range for this role is $70,000 to $90,000. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set and specific work location. The total compensation package for this role also includes equity stock options.


HopSkipDrive is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected class.

* This role will be fully remote in one of the following states AZ, CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OK, OR, SC, TN, TX, UT, VA, WA, WI**


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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Austin, TX
Baltimore, MD
Buffalo, NY
Charlotte, NC
Chicago, IL
Colorado, CO
Dallas-Fort Worth, TX
Detroit, MI
Greensboro, NC
Hampton Roads, VA
Houston, TX
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Los Angeles, CA
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Nashville, TN
New York City, NY
Ogden, UT
Oklahoma City, OK
Orlando, FL
Pensacola, FL
Peoria, IL
Phoenix – Mesa – Scottsdale, AZ
Portland, OR
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS

Technology we use

  • Engineering
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • ReactLibraries
    • Ember.jsFrameworks
    • Ruby on RailsFrameworks
    • MemcachedDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SalesforceCRM

An Insider's view of HopSkipDrive

What’s the vibe like in the office?

HopSkipDrive has the best office vibe I’ve experienced, and that’s all thanks to my coworkers. My favorite moments of the day are the small, unexpected conversations I get to have– in the kitchen grabbing coffee, in the elevator, or passing in the hall. I look forward to coming into work because of them. Well, them and our many good office dogs

Emily Durrett

Office Administrator

What are some things you learned at the company?

I learned to identify my strengths and interests in a work environment. Rather than chasing promotions, I learned to look for the work I I’d like to do. Startups make this easier because there are so many opportunities to move, change, and grow.

Mira Hayashi

CX Training Manager

How do your team's ideas influence the company's direction?

We make it a priority at HopSkipDrive to foster a trusting and collaborative culture which improves and enhances our ideas and strategies on a daily basis. This has allowed us to successfully bring to market a service that challenges the status quo as it relates to connecting access to transportation with educational outcomes.

Toby McGraw

SVP of Sales

How does the company support your career growth?

I look forward to going in to work, a work environment that pushes me to improve, that gives me the support and structure to grow into a better thinker, braver woman, all the while still letting me be the quirky clown that I am.

Leora Juster

Software Engineer

What are HopSkipDrive Perks + Benefits

HopSkipDrive Benefits Overview

We want you to be an owner in our company and share in executing our vision, so every full-time employee has equity in the company. We offer competitive market comp, onsite state of the art gym membership, BYOD technology reimbursement, unlimited vacation, FSA, medical, dental and vision, 401(k), weekly catered lunches, and an opportunity to work for a uniquely positioned, VC-backed company in a space with significant upside potential.

Culture
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Our remote work program includes full-time remote for specific positions, and the ability to work remotely on occasion for all positions.
Diversity
Highly diverse management team
Mandated unconscious bias training
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Team workouts
HopSkipDrive employees work out together at the free onsite gym.
Financial & Retirement
401(K)
Company equity
Child Care & Parental Leave
Generous parental leave
Family medical leave
Company sponsored family events
HopSkipDrive hosts our annual summer party with the Company and their families.
Vacation + Time Off
Unlimited vacation policy
Paid holidays
Paid sick days
Office Perks
Commuter benefits
HopSkipDrive offers a reimbursement program for using public transportation to get to work; in addition to a pre-tax commuter benefits for all employees.
Free snacks and drinks
Company-sponsored happy hours
Happy hours are hosted at all the amazing nearby downtown LA spots.
Onsite office parking
Pet friendly
HopSkipDrive's pet policy is dog friendly.
Onsite gym
Professional Development
Job training & conferences
HopSkipDrive offers employees professional development opportunities like annual individual budget for training, The ability to attend job related conferences and seminars.
Tuition reimbursement
Lunch and learns
HopSkipDrive hosts weekly lunch and learns.
Promote from within

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