Implementation Manager - Applied Epic

We’re Quandri, our mission is to unlock the world’s insurance data so brokerages and agencies can best serve their clients. Our Renewal Intelligence Platform is designed to help brokerages save time, increase profitability, and drive better outcomes for their staff, clients, and business.

We saw 8x ARR growth last year and are aiming for 3x this year. Named one of LinkedIn’s Top Canadian Startups in 2024, we have already made a big impact on the insurance industry. However, what matters most is making our customer’s lives better one renewal at a time. We want you to be a critical part of that journey! We’re a hybrid company, with ⅔ of our team in Vancouver and the rest distributed. For those in Vancouver, we have an office in Gastown that we expect people to be at three days a week. We understand both the advantages of some flexibility around personal lives, and the positive interpersonal effects of in-person collaboration.

Running a profitable personal lines book of business is harder than ever for insurance brokerages. Market conditions, rising costs, talent shortages, and staffing constraints are just some of the challenges that hinder profit margins, scalability, and exceptional client service. Trusted by 5 of Canada’s top 10 brokerages, Quandri is transforming the renewal process with AI-driven automation, enabling proactive workflows and delivering data-driven insights.

Today’s renewal process is often reactive, with brokers focusing on clients who request help rather than adopting a proactive, data-driven approach. Quandri is revolutionizing renewals by offering a platform that uses AI and automation to streamline operations. This allows brokerages to retain more business, enhance client and staff experiences, reduce E&O risk, and boost sales through upselling and cross-selling.

Looking to make an impact in your next role? How about transforming an entire industry? At Quandri, we’re unlocking new frontiers in insurance. To do that, we model our culture as a crew of interstellar astronauts. As Quandronauts, we’re committed to building a company that is diverse and multi-faceted. We’ve raised venture capital from top US and Canadian investors to help us achieve our mission, and are now scaling to achieve this.

About the Role:

The Implementation Manager is responsible for implementing Quandri automation bots for a wide range of customers, from SMB to Enterprise.

The role will lead at all stages of the implementation journey for both new and existing customers. You will leverage your past experience leading customer-focused software initiatives to deliver implementations that enable customers to achieve outstanding results from their partnership with Quandri.

What you’ll do:

• Manage implementation projects and client onboarding from start to finish
• Lead implementation activities, including kickoff, planning, training, best practice sessions and configuration
• Communicate progress throughout the implementation process to ensure the Customer understands the progress towards their deployment date
• Work to refine a seamless handoff from Sales to Implementation, and Implementation to CSMs, ensuring customer expectations are met and transitions are efficient and customer focused
• Confirm and document customer goals and success metrics transitioning them from the sales process into a customer
• Facilitate technical requirement gathering and deliver customer feedback to the product team when necessary
• Effectively manage and communicate changes in project scope, budget or schedule
• Utilize internal tools such as HubSpot, Google Sheets and Asana to track all Customers in deployment and their progress
• Work with the Product team to continually drive down Customer time-to-value
• Develop scope of work documentation that marries customer expectations with internal delivery resources
• Identify change management opportunities to improve user training & adoption
• Become an expert in our products and know all required technical details to successfully implement our products
• Understand the fundamentals of the insurance broker landscape and and the day to day broker processes that Quandri improves
• Understand key elements of the BMS systems our customers use that are relevant to our implementation
• Provide insights and feedback from our customers to the Customer Success and product team to help shape our product refinement
  
  
  

The right person for this role will have:

• 5+ years of experience successfully implementing enterprise software projects, preferably Applied Epic or a similar Broker Management System
• Outstanding project management skills and effective use of project management tools
• Strong technical aptitude and curiosity to understand systems
• Experience working with product and engineering teams to deliver implementations
• Experience managing change management activities by clearly communicating the implementation process and providing amazing support and user training
• Proven ability to convey technical subject matter to non-technical audiences
• History of delivering exceptional customer service
• Highly-developed written/verbal communication skills
• Strong interpersonal and relationship-building skills
• Proficiency in Microsoft Word, Excel, Powerpoint or G-Suite equivalents
• Proficiency in using a CRM platform (HubSpot preferred)
• Ability to handle multiple responsibilities and prioritize efficiently
• Aptitude for technology and the ability to learn to use different software programs quickly
• The ability to manage multiple Customer projects
• The ability to effectively listen and communicate with customers in a professional manner
• Effectively present to customers and run engaging customer meetings
• Well-organized with attention to detail
• Demonstrate commitment and passion for creating positive customer-centric interactions
  
  
  

Bonus points if you have:

• Consulting or related experience working with insurance brokerage process improvement
  
  
  

Our guiding principles:

• Customers at the core. We put the customer at the center of all we do. At a basic level, we believe business success comes down to talking to customers and building something they want. We don’t listen to customers and just take what they say blindly, but we think critically about it and build what they need. Customers are the core of everything we do, and our business exists to serve them. We prioritize their needs over all else within the company
• Move with urgency. There are times when we need to move slowly and deliberately, but we default to acting fast and with urgency. We slow down when necessary, but this should be a deliberate choice. Businesses become more lethargic as they grow, this principle is designed to fight this fact
• Be curious. We understand the world by being curious and asking why. We aren’t satisfied with surface level understanding, and seek a deeper understanding of why things are the way they are. Don’t take someone’s word for it or the answer “because that’s how we do it.” Understand why and dig deep
• Excellence in execution. We know that what separates good from great is a high level of execution. We commit ourselves to excellence in everything that we do, from delivering an amazing product to writing a great email
• Act like an owner. We’re all owners of the business and act like it. We follow through on commitments, own our results and think long-term
• Fight for simplicity. The law of increasing functional information states that systems evolve to become more complex over time. At Quandri, we believe there is sophistication in simplicity; as such, we intentionally fight for streamlined solutions and are committed to the uncomplicated
  
  
  

Compensation and benefits:

• The range for base pay is $100k - $130k which is dependent on level of experience, performance and choice of stock option compensation
• This role is eligible for additional commission opportunities
• Employee stock options based on experience level
• Comprehensive health benefits, including Lifestyle Spending Account
• Four weeks of paid vacation per year
• Work anywhere in the world for 60 days of the year
  
  
  

Quandri is dedicated to fostering a diverse and inclusive workplace. As an equal opportunity employer, Quandri adheres to Canadian labour laws and does not engage in discrimination based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other status protected under Canadian law.

Don’t let imposter syndrome stop you from applying. Great people sometimes don’t have the “right” experience. If you think that you’ll be amazing at this role then we encourage you to apply.