Rundoo · Chicago
Customer SupportGTMRemoteFullTimeposted 4mo ago
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to lumber to flooring, over 200,000 such stores across the country sell over $1T of building materials annually using outdated, on-premises systems.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 Battery, Bessemer and CRV, we've raised $48M across four rounds and are growing quickly: We're live in over 500 stores across the USA, Canada, and the Caribbean, and integrated with over 20 industry partners. 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.
Intro Call (20 minutes, remote) – An introductory call with Shannon to learn more about each other.
Round 1 (30 minutes, remote) – Resume and discovery interview with Vidhan, focusing on how you interact with clients and handle live, client-style questions.
Round 2 (1 hour, remote) –
Session Agenda:
Meet the team - Meet with Viviana and Jason
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.
Coffee / meal with the team in Chicago
Final Call (15 minutes, remote) – Conversation with our CEO, Nick.
Reference check
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:
Vidhan (Head of CX)
Matt (Head of Sales)
Claire (Head of Client Success)
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)
Life insurance
401k with Betterment
Unlimited PTO with 10 company paid holidays
In-office gym
Daily team lunches
Learning materials and audiobook subscriptions
Andrew (CTO): studied computer science & humanities at Stanford, worked as a software engineer at Apple and head of engineering at Anova; danced with the SF ballet (where he met his wife)! 🩰
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 $48m across four rounds:
A $2m pre-seed led by Kent Bennett at Bessemer with participation from Plug & Play, Quiet Capital, and Sequoia.
A $5m seed led by Caitlin Bolnick Rellas at CRV.
An $11m series A led again by Bessemer and CRV.
A $30m series B led by Battery.