About the company

Goose is bringing a next-gen operating system to the pet services industry. Our software helps boarding, daycare, grooming, and training businesses efficiently manage reservations, drive growth, and streamline back-office operations. From booking to back office, pet businesses are powered by Goose.

Our initial product has been met with wild praise and we've gathered a significant wave of excitement in anticipation of the launch of our full operating system. Join us as we bring pet service bookings into the modern era (and then some)!

About the role

We are seeking a detail-oriented and customer-focused Implementation Manager to join our team and play a critical role in onboarding and setting customers up for success. As an Implementation Manager, you will be responsible for guiding customers through the onboarding process, ensuring they understand and adopt our solutions effectively. This role is integral to ensuring a smooth and positive customer journey from the very beginning. You will report to the Head of Customer Operations.

Work environment

This role requires a motivated, self-starter with a pension for action. Given the close working relationship of this role with the founding team and Head of Customer Operations, our preference is for this candidate to live in the greater Chicago area. Commercial teams employ a hybrid work schedule (3 days in the office).

What will I be doing?

• Lead customers through the onboarding process, ensuring timely and successful implementation of our solutions.
• Serve as the main point of contact during implementation, managing timelines, expectations, and deliverables.
• Collaborate cross-functionally with sales, product, and support teams to ensure a seamless handoff and implementation process.
• Identify and troubleshoot potential roadblocks to implementation, providing solutions and escalating issues as needed.
• Provide training and resources to customers, ensuring they are equipped to use our solutions effectively.
• Maintain regular communication with customers during onboarding to build strong relationships and foster long-term satisfaction.
• Document and refine implementation processes to improve efficiency and customer outcomes.

You’ll be successful in this role if you have:

• 1-3 years of experience in implementation, onboarding, customer success, or a related role.
• Strong project management and organizational skills with the ability to manage multiple customer timelines simultaneously.
• Excellent communication and interpersonal skills to build trust and confidence with customers.
• Experience working with customer support or project management tools (e.g., Salesforce, HubSpot, Asana, Trello).
• A problem-solving mindset and the ability to adapt to customer needs.
• A passion for delivering exceptional customer experiences and ensuring their success.

Bonus points

• Prior experience in pet services or other adjacent industries (i.e., restaurants, gyms, etc.).
• Prior experience in the realm of customer self-service solutions.

What we offer

• Competitive salary and performance-based bonuses.
• Health, Dental, and Vision Insurance: 85% coverage for employees, 60% coverage for dependents.
• Flexible Paid Time Off (PTO): Includes vacation, sick, personal days, and 5 company holidays.
• Opportunities for professional development and growth.
  
• Collaborative and inclusive work environment.