Implementation Lead

Case IQ helps companies protect their employees, culture, and business through world-class software for uncovering, investigating, and preventing fraud, ethics, harassment, discrimination, and security incidents. We’re proud to count a roster of Fortune 500 companies among our customers, which have relied on Case IQ for managing millions of cases over the past 20 years and helping mitigate billions of dollars in financial and brand risk.

We’re looking for an Implementation Lead to perform a pivotal role in driving a customer and value proposition centric approach to implementing and configuring our investigative case management SaaS offerings.

In this role, you will be the main point of contact for our customers during the implementation process and you will oversee project management, product configuration, integration and migration requirements gathering/documentation, user training, and post-launch adoption tasks for some of our largest customers. You will become a product and investigative process expert and leverage that knowledge to plan and execute high quality customer onboardings to ensure successful delivery of value to our customers.

What You’ll Do

Own the implementation process from contract signing through go-live and adoption for all new and existing customer product onboardings

Configure integration and migration solutions for customers

Manage multiple projects simultaneously and develop and maintain corresponding project plans and records with key implementation milestones

Become an expert with our entire technology stack (including Salesforce, JIRA, Slack, Monday.com, and Gong) and investigation use cases to help your customers get the most value from our offerings early in the customer lifecycle

Understand our product at a deep level and remain current with new features as they are released to ensure that your implementations will set our customers up for long term success using our application

Provide feedback on products and integrations, write requirements, and test new functionalities

Collaborate with internal teams to resolve technology issues and share customer feedback

Review reporting metrics with the department head and raise any issues or concerns that affect deliverables to our customers

Identify and support implementation of process improvements to continuously advance our work and the value that we deliver to customers

Exercise analytic capabilities by helping customers determine work-around solutions to their business needs while acting as a liaison to our product team to communicate future considerations for the product roadmap

Support the entire implementation function with ongoing management of customers, support, training, and any other issues that may arise

Who We’re Looking For

2+ years' experience implementing SaaS products or within the technology space, with exposure to large, complex implementations

Strong project management skills

Must be a confident, adaptable, self-starter who thrives in an empowered, fast-paced environment

Creative problem-solving skills under pressure while working through customer issues

Understanding of data migrations, and how batch transfer, API and webhook integration models work

Strong communication skills, both verbal and written, with a superior command in English

Ability to multitask and prioritize competing responsibilities

A team player who performs well independently

Possesses a continual learning approach

Perks and Benefits

Work remotely within a flexible work environment (our team spans the US, Canada, Australia and Europe)

Competitive company-paid benefits plan

Generous professional development budget

RRSP/401k matching program

Half-day Fridays in the summer

Selected candidates will be contacted through BambooHR (please check your junk mail).

Case IQ is an equal opportunity employer. All qualified applicants are given consideration regardless of race, religion, color, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws. If you have a disability or special need that requires accommodation, please contact us at [email protected].