**Role DetailsLocation:** Remote in the United States. This role **is** eligible for remote work. **Compensation:** The OTE annual salary range for this role is $110,000 - $152,000 in addition to equity & benefits. _The range displayed on this job posting reflects the minimum and maximum compensation. Factors including location, level, job-related knowledge, skills, and experience will determine compensation._ **About Gem** Gem helps talent acquisition teams hire with remarkable speed and efficiency through strategic, data-driven recruiting. With Gem, teams can automate and personalize candidate communication, unify all recruiting touch points into a single system, and get usable data across the entire hiring process. Gem gives every part of the organization the tools to drive results and showcase their impact. It's why users recognize Gem as one of the highest-satisfaction products on G2 with a 4.8/5.0 rating. Over 1200 Industry Leaders Including Reddit, Figma, CarMax, Robinhood, And UnitedHealth Group Trust Gem To Fuel Their Growth. The Company Has Raised $148M From Renown Investors Including Accel, Greylock, ICONIQ, Sapphire, And Meritech. And Just As We Strive To Help Our Customers Find Great Talent, We Also Invest In Our Own People And Culture. We Are Proud Of The Culture We’ve Built And Have Recently Been Recognized As

*   Forbes America's Best Startup Employers 2024
*   Great Place to Work Certified, 2024 - And we landed at number #13!
*   Fortune Best Workplaces for Millennials, 2023

The company has raised $148M in funding from Accel, Greylock, ICONIQ, and more. **The Team & Role** Gem believes in putting the customer at the center of everything we do, and our Customer Success team is committed to making that a reality. The Customer Success team at Gem empowers our customers to build exceptional teams that fuel their company's mission. We do this by deeply understanding our customers’ business challenges, serving as their trusted partners and advocates, aligning our all-in-one product with their objectives, and consulting on best practices. We are seeking a dynamic and highly organized **Implementation Manager** to join our Customer Success team at Gem. As an Implementation Manager, you will be responsible for overseeing the successful deployment and integration of our platform for new clients. You'll collaborate directly with our customers to help them achieve their business goals, all while ensuring a seamless onboarding experience and smooth adoption of our software. The ideal candidate will have 2+ years experience in implementation, strong project management skills, and a passion for providing exceptional customer service. You will manage cross-functional partners to deliver high-quality solutions on time and within scope. **What You’ll Do Day-to-Day**

*   Understand and Strategize: Dive deep into our customers' business needs to design a customized implementation plan that aligns perfectly with their goals for Gem.
*   Manage Relationships: Lead and collaborate with both internal and external stakeholders throughout the onboarding journey, ensuring a smooth and successful process from start to finish.
*   Tailor Gem’s Platform: Leverage your expertise to configure and personalize Gem’s platform, ensuring it fits seamlessly with the unique requirements of each client.
*   Solve Challenges: Proactively identify and tackle any hurdles that come up during the implementation process, ensuring a flawless experience.
*   Drive Adoption: Lead engaging 1:1 and group training sessions, sharing best practices to ensure customers use Gem to its fullest potential and achieve their desired outcomes.
*   Collaborate Across Teams: Regularly communicate with Product and Engineering teams to share customer insights and feedback, helping shape future product improvements.
*   Champion the Customer: Serve as the voice of the customer throughout the onboarding process, advocating cross-functionally to enhance Gem’s offerings and ensure the best experience possible.
*   Refine Processes: Continuously improve and document onboarding processes to maximize adoption, shorten timelines, and deliver exceptional customer satisfaction.

**About You**

*   You bring 2+ years of experience as an Implementation Manager or in a similar Customer Success role.
*   You’re confident in a customer-facing role, able to engage with clients while collaborating with Product and Engineering teams to ensure customer satisfaction.
*   You thrive in a cross-functional environment, where teamwork and communication are key.
*   Your project management and leadership skills are top-notch, and you know how to drive results.
*   You have a background in configuring and implementing SaaS applications, particularly in the HR and Recruiting space, which will give you an edge in this role.

**Benefits**

*   Highly competitive salary & equity
*   10-year window to exercise your stock options
*   Supportive Flexible Time Off program
*   16 paid holidays, including regular company-wide wellness days
*   Best-in-class medical, dental & vision insurance
*   $1,200 annual stipend for learning and development opportunities
*   16 weeks of Paid Parental Leave for birthing and non-birthing parents
*   New Parent Perks totaling $1,500 and flexibility upon return to work

Gem is an equal opportunity employer. We celebrate our inclusive work environment and encourage folks of all backgrounds and perspectives to apply. At Gem, we’re committed to having an inclusive and transparent environment where every voice is heard and acknowledged. We embrace our differences, and know that our diverse team is a strength that drives our success. Gem is committed to developing a barrier-free recruitment process and work environment. If you require any accommodation, please email us at accommodations@gem.com we’ll work with you to meet your accessibility needs. **Gem’s Candidate Privacy Notice** By clicking “Submit Application”, you acknowledge and agree that you have read and understand Gem’s Candidate Privacy Statement, including the information provided on how Gem processes your personal data and your related rights as set forth therein.

Implementation Manager

It's fun to work in a company where people truly BELIEVE in what they're doing! _We're committed to bringing passion and customer focus to the business._ **Job DescriptionABC GlofoxOnboarding Project Manager - EnterpriseINTRODUCTION** ABC Fitness Solutions is looking to grow our team with an Onboarding Project Manager. This position is responsible for successfully managing integration requirements on multiple, concurrent projects. The projects vary in complexity and scope, requiring strong attention to detail. Additionally, during this project life cycle, this position will serve as the primary contact with the customer, communicating the balancing constraints of project scope, timelines, quality, risk evaluation, setting the expectations and monitoring the client’s assessment. This position will work in line with company values and goals, working towards exceeding expectations and creating raving fans with all onboarding new customers. **WHAT YOU’LL DO:**

*   Lead clients through the ABC Glofox onboarding process, ensuring clear communication of project scope, roles, and responsibilities.
*   Serve as the client’s advocate, ensuring all onboarding tasks are completed in a timely manner and to the highest standard.
*   Provide tailored training on ABC Glofox software and systems to ensure clients fully utilize the solutions available.
*   Identify opportunities to upsell or cross-sell additional products and features, driving revenue growth.
*   Establish and manage project expectations, ensuring alignment on timelines and deliverables.
*   Teach and reinforce best practices to help clients maximize the value of their partnership with ABC Glofox.
*   Document client requirements, including business and financial needs, and manage integration projects from start to finish.
*   Develop and maintain detailed project schedules, tracking all onboarding and integration milestones.
*   Facilitate cross-departmental collaboration to resolve issues, ensuring alignment with divisional leadership and upper management when necessary.
*   Act as the escalation point for critical or outstanding issues, providing expert guidance and support to internal teams and clients.
*   Approve deliverables and obtain post-deliverable signoff from clients.
*   Provide regular updates to leadership, including weekly project summaries and status reports.
*   Transition completed projects to the Customer Success Management team, ensuring a smooth handover.
*   Maintain expert-level knowledge of all ABC Glofox client-facing software and systems.
*   Collaborate with software development teams to champion product enhancements and system improvements based on client feedback.
*   Create and deliver training content (both in-person and virtual) to support onboarding and adoption efforts.
*   Generate reports that align with client-specific business needs, including financial, growth forecasting, and demographic analysis.
*   Proactively identify opportunities to engage with clients, including regional meetings and client gatherings.
*   Provide on-site and virtual support for client training sessions and product-related inquiries.
*   Foster strong, long-lasting client relationships by addressing their unique needs and challenges.
*   Utilize Salesforce or other CRM tools to document client interactions, track activity, and manage workflows.

**WHAT YOU’LL NEED:**

*   2+ years experience managing projects, facilitating client conversations, leveraging technical aptitude, and collaborating cross-functionally to set up clients for success
*   Advanced Microsoft Excel skills
*   Intermediate MS Word, MS Access, Outlook, OneNote
*   Must be dedicated to be available on-call 24/7
*   Proficiency working with tools including Salesforce, JIRA and Asana is a plus

**AND IT’S GREAT TO HAVE:**

*   Project Management Certification (preferred)
*   College degree (preferred)
*   ABC Glofox experience (preferred)

**WHAT’S IN IT FOR YOU:**

*   Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
*   Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
*   Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
*   Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
*   Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
*   Monthly reimbursement for your preferred health plan
*   EAP – we get you help when you need it. Period.
*   Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
*   And more! – so many benefits we couldn’t even fit them all here!

**We’re committed to diversity and passion, and encourage you to apply, even if you don’t demonstrate all the listed skillsets!ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION:** ABC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are intentional about creating an environment where employees, our clients and other stakeholders feel valued and inspired to reach their full potential and make authentic connections. We foster a workplace culture that embraces each person’s diversity, including the extent to which they are similar or different. ABC leaders believe that an equitable and inclusive culture is not only the right thing to do, it is a business imperative. Read more about our commitment to diversity, equality, belonging and inclusion at abcfitness.com **ABOUT ABC:** ABC Fitness (abcfitness.com) is the premier provider of software and related services for the fitness industry and has built a reputation for excellence in support for clubs and their members. ABC is the trusted provider to boost performance and create a total fitness experience for over 41 million members of clubs of all sizes whether a multi-location chain, franchise or an independent gym. Founded in 1981, ABC helps over 31,000 gyms and health clubs globally perform better and more profitably offering a comprehensive SaaS club management solution that enables club operators to achieve optimal performance. ABC Fitness is a Thoma Bravo portfolio company, a private equity firm focused on investing in software and technology companies (thomabravo.com). _If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!_

Onboarding Project Manager

**Key Responsibilities:Project Tracking and Management:**

\-Keep track of all actions partners are working on, ensuring timely completion and meeting project objectives.

**Documentation and Record-Keeping:**

\-Maintain accurate and up-to-date documentation of all projects, including progress reports, meeting minutes, and stakeholder updates.

**Stakeholder Updates and Communication:**

\-Regularly provide updates to all stakeholders, including senior management, partners, and internal teams, on project progress, risks, and issues.

**Recommendations and Improvements:**

\-Analyze data and make recommendations for process improvements, cost savings, and efficiency gains.

**Network Performance Monitoring:**

\-Track the overall performance of the network, identifying areas for improvement and implementing corrective actions as needed.

**Risk Management:**

\-Identify potential risks and develop mitigation strategies to minimize their impact on project delivery.

**Collaboration and Partnership:**

\-Foster strong relationships with internal teams, partners, and stakeholders to ensure seamless collaboration and effective project delivery.

**Process Development and Implementation:**

\-Develop and implement new processes and procedures to improve operational efficiency and effectiveness.

**Special Projects:**

\-Participate in special projects and initiatives as required, providing project management expertise and support.

**Min qualifications:**

*   3-5 years of experience in project coordination within contact centers.
*   Proven track record of delivering projects on time, within budget, and to the required quality standards.
*   Strong knowledge of project management methodologies and tools (e.g., Agile, Waterfall, Asana, JIRA).
*   Excellent communication, interpersonal, and stakeholder management skills.
*   Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines.
*   Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
*   Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook) and Google Suite Six Sigma certification: Certification in Six Sigma, which demonstrates expertise in process improvement and waste reduction.

**Nice to have:**

*   Experience with AI-powered such as chatbots, virtual assistants, or predictive analytics software, which can enhance customer experience and operational efficiency.
*   Customers experience certifications such as CCXP (Certified Customer Experience Professional) or CEM (Certified Experience Manager), which demonstrate expertise in designing and delivering exceptional customer experiences.

**Education:**

*   Bachelor’s in business administration or computer science.

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