Launch Implementation Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead government agencies and transit operators from the initial kickoff to the launch phase.

• Acquire knowledge of agency operations and tailor Spare's platform to align with their services.

• Keep a thorough understanding of Spare's products, configuration options, and updates.

• Articulate platform capabilities and align features with agency workflows.

• Collect requirements from service operators and ensure that presale RFP commitments are fulfilled.

• Observe dispatch and driver workflows, translating requirements into product configurations and user workflows.

• Identify customer challenges and advocate for their needs with the Product team.

• Document risks and customer context for the handover process.

• Oversee complex onboarding and software implementation projects through the initial post-launch reporting cycle.

• Develop and manage launch plans, including milestones, ownership, scope, dependencies, and risks.

• Coordinate between customer and Spare teams while providing regular status updates.

• Adjust plans as necessary when dependencies are delayed.

• Handle multiple launches at the same time.

• Train agency staff to confidently use Spare.

• Customize training to fit agency service designs and workflows.

• Conduct live training sessions, ensure comprehension through hands-on practice, and offer additional support as needed.

• Create job aids tailored to specific agency needs.

• Cultivate relationships with executive sponsors and frontline users.

• Set clear expectations regarding Spare's capabilities and support for agency objectives.

• Provide practical solutions for requests that cannot be fulfilled.

• Mentor agency counterparts through organizational change processes.

• Travel within Canada and the USA for kickoffs and launches, approximately 2 to 3 weeks each quarter.

• Serve as an emergency point of contact for customers, including occasional evening and weekend duties.

⛳️ Requirements

• Previous experience in implementation or managing multiple complex projects or clients simultaneously, ideally with a minimum of 5 years.

• Proven experience leading complex technology or SaaS implementations for enterprise-level clients.

• Capability to transform operational requirements into product configurations and user workflows.

• Confidence in facilitating training for audiences with varying levels of technical expertise.

• Exceptional communication and relationship-building skills with customers from diverse backgrounds and technical capabilities.

• Self-motivated individual who can adapt in fast-paced, dynamic environments.

• Willingness and eligibility to travel within Canada and the USA, approximately 2 to 3 weeks per quarter.

• Availability for occasional emergency customer support during evenings and weekends.

• Experience or interest in transit or mobility is an advantage.

• Experience in a startup or scale-up environment is a plus.

🏝️ Benefits

• Meaningful work at a mission-driven company addressing real-world transportation challenges.

• Opportunities for growth with unlimited potential for rapid career advancement.

• Stock options available.

• Option to work from Spare HQ in downtown Vancouver for employees located in Metro Vancouver.

• CA$1,000 allowance for home office setup.

• Annual budget for team offsite or hackathon travel and accommodations.

• CA$50 monthly budget for social interactions with fellow employees.

• Competitive and comprehensive health insurance benefits.

• CA$500 per year Lifestyle Spending Account for education, wellness, transportation, childcare, or pet care.

• Flexible paid time off (PTO).

• Unlimited sick leave.

• Company-wide shutdown days.