Implementation Manager

Our mission is to empower independent supply stores with best-in-class technology. Think of your local hardware store or mom-and-pop nursery—these are our clients. From paint to lumber to flooring, over 200,000 such stores across the country sell over $1T of building materials annually using outdated, on-premises systems. We’re aiming to help them modernize so that they can continue to thrive.

Backed by leading investors including Bessemer and CRV, we've raised $18M across three rounds and are growing quickly. Our team is made up of builders, sellers, and industry veterans with a shared goal: to bring modern technology to an overlooked industry.

As an Implementation Manager at Rundoo, you will lead clients through the entire implementation process, from initial sign-up to steady state, where they are fully transitioned to general support. You will be responsible for ensuring a smooth and efficient onboarding experience, working closely with both clients and internal teams to drive successful outcomes. You’ll report to Rundoo’s Head of CX, Vidhan and work closely with a team of peers on the implementation team who do the same role. You’ll also collaborate closely with our sales team and client success team to ensure a clean and efficient client handoff between teams. This role is ideal for someone who thrives on building lasting customer relationships and growing with a fast-paced startup.

• Project manage the full implementation process: Oversee the journey of getting a client live on Rundoo, from initial kickoff call post contract sign to hardware ordering and setup to managing live and async portions of training to providing day-of go live support to providing 2-3 weeks of post go live high touch support before handing off to the client success team.

• Build strong client relationships: Develop a deep understanding of each client’s unique needs and goals, offering personalized, hands-on support throughout the onboarding process to ensure a seamless experience.

• Partner with sales development and customer success teams: Collaborate closely with both teams to ensure smooth handoffs and successful transitions, maximizing client satisfaction and long-term success.

• Excellent communicator with a track record of building strong, consultative customer relationships

• Experience in project management with exceptional attention to detail

• Problem solver who can proactively address client challenges proactively and troubleshoot issues to ensure a smooth implementation process.

• Ability to become an industry expert through working with clients, consulting with experts on our team, and independent learning

• Valid U.S. driver’s license

• Comfortable with travel

  • At maximum: 1-2x a month, 1-3 days at a time

• Work in our River North office in Chicago 4x/ week.

• Familiarity with or experience in paint and hardware, building materials, construction supply, or related industries.

• Comfortable adapting to a dynamic environment where priorities may shift and new challenges arise regularly.

• Prior experience in education.

• Experience driving change with customers adopting new workflows or systems.

1. Intro Call (20 minutes, remote) – An introductory call with Shannon to learn more about each other.

2. Round 1 (30 minutes, remote) – Resume and discovery interview with Vidhan, focusing on how you interact with clients and handle live, client-style questions.

3. Round 2 (1 hour, remote) –

   1. Session Agenda:

      1. Meet the team - Meet with Viviana and Jason

      2. Activities

         Part 1: Simulate a sales → Implementation handoff call

         A resource document will be provided - you’ll also have time to prepare and ask questions in person. The goal is to see how you develop an agenda, problem-solve live, and what types of clarifying questions you ask clients.

         Part 2: Product Training

         We’ll go through a short demo of a section of Rundoo. You’ll then have time to explore independently and ask questions. Then, you’ll run a short training session on the section of Rundoo you reviewed.

      3. Coffee / meal with the team in Chicago

4. Final Call (15 minutes, remote) – Conversation with our CEO, Nick.

5. Reference check

6. Offer

• Jason - Former paint store manager, early client of Rundoo, now helping businesses experience the benefits of Rundoo.

• Viviana -Former Agtech specialist who worked for an organic certifier for 8ish years and an Agtech startup for 1.5ish years.

• Humberto - Business and Information Technology specialist with 8 years of hardware store and ERP system experience.

• Lej - Passionate about tech and helping people; here to find problem-solvers who care about impact as much as innovation.

• Leslie - Recent MBA grad with about 10 years in various Ops and Implementation roles at startups, always looking for my next build.

Additional Rundoo Team Members you’ll be working closely with:

1. Vidhan (Head of CX)

2. Matt (Head of Sales)

3. Claire (Head of Client Success)

4. Robbie (Client Success Manager)

• Salary: $86,000 - $111,000 annually

• Equity: $16,735 - $17,530 initial grant value, vesting over 4 years

• Full medical, dental, and vision coverage (100% of premiums for you, 50% for dependents)

• 401k with Betterment

• Unlimited PTO with 10 company paid holidays

• In-office gym

• Daily team lunches

• Learning materials and audiobook subscriptions

1. Andrew (CTO): studied computer science & humanities at Stanford; worked as a software engineer and head of engineering at Apple & Anova; danced with the SF ballet (where he met his wife)! 🩰

2. Nick (CEO): studied math & computer science at Stanford; worked as a trader at Bridgewater & Citadel and as a PM at Google & Enigma; distantly related to the founder of the Hershey company 🍫

We've raised $18m across three rounds:

1. A $2m pre-seed led by Kent Bennett at Bessemer with participation from Plug & Play, Quiet Capital, and Sequoia.

2. A $5m seed led by Caitlin Bolnick Rellas at CRV.

3. An $11m series A led again by Bessemer and CRV.