The Implementation Manager will be responsible for guiding and supporting Syndio’s customers through their initial, and in some cases subsequent, product implementations. As Syndio has expanded from a single-point solution, to a suite of workplace equity offerings, the Implementation Manager plays a critical role in driving adoption and value for Syndio’s customers. As Syndio continues to grow, this role offers the opportunity to contribute to building a best-in-class customer implementation and onboarding program. 

As a member of the implementation team, the Implementation Manager will possess strong communication skills, be passionate about product adoption, manage multiple workflows, be committed to delivering customer value, and work well cross-functionally. In order to deliver the highest quality of work, cross-functional collaboration will be essential. In this role, the Implementation Manager will work closely with other team members with varying areas of domain expertise, product knowledge and strategy support. 

You’ll have one goal in mind: delight and grow the customer and help them expedite time to value by delivering solutions that build more equitable workplaces.

• Facilitate and lead the implementation of Syndio’s software to ensure it is a perfect fit for each customer-facing team and the customer. 
• Lead efficient and effective product training tailored to each customer to maximize each team's success with Syndio’s software.
• Identify and triage key project/implementation risks and work with internal teams to mitigate and resolve them.
• Influence and create the playbooks for systems and processes to scale future team members and customers; assist in the management of systems and processes.
• Understand the customer’s org structure and the appropriate stakeholders that are critical to the onboarding, and make sure their unique needs are always being met.
• Define metrics and KPIs that showcase onboarding and adoption success.
• Ensure our users and customers are successful within their first 45, 90, 120 days of Syndio including responsibility for adoption and satisfaction metrics.
• The IM will be passionate about Syndio’s technology solutions with a focus on technical proficiency related to product functionality and implementation. 
• Build cross-functional relationships with Marketing, Product, and Engineering to create a unified customer experience and represent the customers’ voice and insights.

• You are passionate about our mission to close pay and opportunity gaps and create fairness in the workplace
• You are a self-starter who thrives working independently, with minimal supervision, in a collaborative, kind, and supportive environment
• You have demonstrated success collaborating, communicating and working cross functionally
• You have experience working with and onboarding and implementing Enterprise customers on a SaaS product
• You are comfortable managing expectations and navigating ambiguous topics/areas to solve challenges
• You are deeply curious and willing to explore all aspects of the product to understand and identify new opportunities to meet customer needs
• You are willing to ask questions and turn to others for support and expertise. 
• You bring empathy, calm, and confidence to help customers overcome challenges
• You’re proactive, always two steps ahead to deliver what customers need next 
• You have excellent organizational, project management, and time management skills
• You’re able to own and drive initiatives within Syndio that leverage and build your skills and interests

Role Progression

• Within 1 month, you’ll have completed a comprehensive and supportive onboarding process to help you understand the product you will be responsible for, the business, and the customer journey. You’ll have identified opportunities and areas for improvement related to product onboarding and customer implementation. You’ll be ready to be an advocate for workplace equity and drive customers to value 
• Within 3 months, you’ll be proficient in the product implementations of a single Syndio product and eager to lead customer calls
• Within 6 months, you’ll have a few customer implementations under your belt and supporting multiple CSM’s, while playing an important role in contributing to the 
• future of Syndio’s customer implementation experience