Manager, Implementation

The Role: 

Carrot is looking for a Manager, Implementation to lead our Customer Implementation Team.  This high-performing team is responsible for onboarding new customers, ensuring that products & services are implemented in line with customer expectations and adhering to Carrot standards. The Implementation Team must deliver a consistent & positive first experience with Carrot. This role requires a balance of strategic leadership, operational excellence, and client-centric execution.  The Manager will serve as a key partner across the organization, building relationships that support growth while collaborating on the successful execution of day-to-day responsibilities. When done well, this team delivers an exceptional implementation that causes new customers to gain confidence in Carrot and ultimately leads to high satisfaction and ongoing expansion of the partnership. Key measures of success will include CSAT, Customer Pulse, and other key data points that demonstrate customers are highly satisfied with their Carrot partnership.

• Lead and develop a high-performing team rooted in a culture of excellence and accountability.
• Coach and develop team members, setting and upholding the standard for quality in implementation, delivery, and stakeholder engagement.
• Assess and enhance existing implementation process & tools annually with a focus on building on success, improving efficiency, and taking action on insights gathered from feedback.
• Provide appropriate visibility into implementation activity to ensure on-time, high-quality delivery and management of risk.  
• Partner with key leaders across Carrot to execute customer needs, manage risk, and continuously evolve how we support new customers & members.
• Maintain high retention of new customers by ensuring they are set up accurately, aligned to customer expectations, and that all internal teams have what is needed to support the customer well from day one. 
• Leverage KPIs & metrics to manage the ongoing results of the team, leveraging data to inform decisions about tools & processes in a way that continually improves on the experience of all stakeholders.
• Serve as the primary escalation point for both client-facing challenges and internal roadblocks, managing up and resetting confidence with senior leaders and stakeholders as needed.
• Establish and enforce project management best practices and methodologies.
• Collaborate with all market-facing teams to ensure a seamless transition from sales to implementation to ongoing customer support.

The Team: 

You’ll lead a small and mighty, while also seasoned, team of Carrot Implementation Managers who are experts in both Project Management as well as Carrot products, services, and internal procedures.  Given the seasonal nature of our industry, you’ll flex up during Q4 peak season to onboard and guide contracted implementation team members who will also support customer implementations.

Minimum Qualifications: 

• Bachelor’s degree
• 3+ years of professional experience leading a team.
• 3+ years working closely with external customers in a Customer Onboarding/Implementation, or Project Management role.
• Experience leading complex, customer-facing projects that receive accolades for timeliness, communication, and a positive experience.
• Skilled at partnering cross-departmentally to collaborate on complex projects, advocating for the best customer outcome while also protecting Carrot standards.
• Highly organized and detail-oriented, using these skills to proactively deliver on both internal & external customer needs. 
• Exceptional leadership and coaching skills, with experience managing high-performing teams.
• Demonstrated success in scaling processes and tools that support business growth while maintaining an exceptional customer experience.
• Project management expertise, including utilizing and optimizing project management software to maximize project visibility and deliver on-time and high-quality outcomes.
• Ability to communicate with a deep understanding of customer needs and constraints and can weigh them against internal priorities and limitations.
• Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through.
• Passion for delighting customers and improving their members’ overall Carrot experience
• Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team.

Preferred Qualifications:

• Experience with Salesforce or other CRM. 
• Familiarity with Carrot’s buyers (HR benefits leaders & Consultants).
• Detail-oriented with strong analytical, writing, and communication skills.
• Comfortable working in an ambiguous environment; organized, diligent, and self-motivated.
• Process-oriented with an automation/efficiency mindset; experience developing best practices, creating scalable systems, and automating routine processes.
• Ability to adopt a continuous improvement mindset and actively contribute to the processes and procedures of the Customer Success team.
• Ability to work cross-functionally across the organization, to team up and deliver value.
• Demonstrated ability to communicate and collaborate with all levels of employees, including executive leadership, senior management, technical staff, and customers.
• A data-driven approach to developing, tracking, and optimizing performance.

 

Compensation: 

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $120,000.00 - $140,000.00 for a Manager level and $140,000.00 - $160,000.00 for a Sr. Manager level. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience. 

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