We are seeking an excellent Implementation Manager with 3-5 years of relevant experience to serve as the primary point of contact for customers transitioning to Thatch's platform. The Implementation Manager will be responsible for ensuring a smooth and successful onboarding experience, managing customer relationships, and collaborating with internal teams to deliver exceptional service.
- Customer onboarding: Lead the end-to-end onboarding process for new customers, including setting up their Thatch account, guiding them through change management, and launching open enrollment.
- Project management: Develop and manage project plans to ensure timely delivery of onboarding milestones, meeting client-specific requirements and deadlines.
- Customer communication: Serve as the main point of contact for customers during the onboarding phase, providing regular updates, addressing concerns, and ensuring customer satisfaction.
- Integration support: Assist customers in integrating their payroll systems with Thatch, providing technical guidance and troubleshooting support as needed.
- Collaboration with product team: Work closely with the product team to relay customer feedback, report issues, and suggest enhancements or new features to improve the platform.
- Post-Implementation review: Conduct thorough reviews of customers' first invoices, explain various sections of the product (such as documents and deduction reports), and ensure customers are fully equipped to utilize the platform effectively.
- Experience: 3-5 years of experience in customer relationship management, preferably within SaaS, a startup, and/or a benefits company.
- Project management: Proven ability to manage multiple projects simultaneously, with a strong track record of meeting deadlines and delivering high-quality results.
- Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely to customers and internal teams.
- Technical proficiency: Familiarity with SaaS platforms and experience with payroll systems is highly desirable.
- Problem-solving: Strong analytical and troubleshooting skills, with the ability to identify issues proactively and develop effective solutions.
- Customer-focused: Demonstrated ability to build and maintain strong customer relationships, with a focus on understanding and addressing customer needs.
- Team collaboration: Experience working collaboratively with cross-functional teams, including Product, Operations, and Sales, to achieve common goals.
- Experience in the health insurance or HR software industries.
- Experience onboarding customers to HR or insurance-related products.
- Experience working with mid-size employer customers and HR stakeholders.
We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly.
We’re a fully distributed early stage company using technology to change the way America does healthcare. We’re a happy, friendly, high-velocity team. You can read more on Thatch here.
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What We Do
Thatch is an all-in-one platform that makes it easy to offer your employees the most personalized healthcare experience. You decide what to spend, and your team gets great health benefits.
