spare - Launch Implementation Manager

• Product Knowledge: • Develop and maintain a confident, working command of Spare's core products and configuration options, staying current as new releases change what is possible. • Configure Spare confidently for each agency, validating unfamiliar settings with experienced peers before committing them • Explain platform capabilities plainly and connect every feature directly to how the agency runs its service • Stay ahead of release changes that affect active launches and raise them with customers before they notice • Customer Discovery & Requirements Translation: • Learn how each agency actually operates by gathering requirements directly from the people who run the service • Compare what was sold against what the agency needs, partnering closely with the Growth and Solutions Engineering teams to ensure all pre-sale RFP commitments are met • Observe dispatch and driver workflows to uncover unstated requirements, then translate them into optimal product configurations and user workflows • Identify customer pain points, propose solutions, and advocate for customers with the Product team • Hand over each account with known risks and customer context clearly documented so the next owner can continue seamlessly • Project Management: • Own and manage complex customer onboarding and software implementation projects from kickoff through the first post-launch reporting cycle • Build and run launch plans with clear milestones, owners, scope, dependencies and risks, sequenced with the contract's commercial terms in mind • Coordinate across customer and Spare teams, communicating status on a predictable rhythm • Re-sequence plans quickly when a dependency slips and align the customer on the new path forward • Manage multiple launches simultaneously while keeping each one on track • Training & Facilitation: • Teach agency staff at every level of technical comfort to run their service confidently in Spare • Adapt a consistent training core to each agency's service design and workflows • Pace live sessions to the group, confirm understanding through hands-on practice, and adjust in real time when users need extra support • Build agency-specific job aids that empower staff to complete their workflows independently after training ends • Stakeholder Management: • Build strong, lasting relationships at every altitude, from executive sponsors to frontline users • Set realistic expectations by explaining clearly what Spare can do and how it best supports the agency's goals • Respond to unworkable requests with practical, well-reasoned workarounds that keep the launch moving • Coach agency counterparts to lead change within their own organizations • Other aspects of this job: • Travel within Canada and the USA for kickoffs and launches (adding up to around 2 to 3 weeks per quarter) • Rotate with the rest of the Launch and Customer Success teams as the first point of contact for customers in emergencies, which can occasionally happen on evenings and weekends