Overview

Guru is looking for a highly organized, friendly person to help our customers accelerate time to value as an Implementation Strategist in our Services Studio. In this role, you will own the first 1-3 months of our new strategic Guru customer experience. Leading up to the contract signing, you will work with an account executive to determine the best implementation plan for the customer. Upon signing, you will become the main point of contact for the customer, coordinating training, leading champion education, helping with technical setup, and working with the engineers in the Services Studio to deliver custom development work.

Because Guru’s growth is dependent on a product-led approach, you will take the findings in working with strategic customers to look for ways we can better every moment of a new Guru customer’s journey. You will partner closely with Customer Education, Product, and Business Development to share takeaways you gain in your implementation projects.

Responsibilities

  • Develop scope of work statements (SOW) and recommend appropriate implementation plans to late-stage strategic prospects based on customer goals and business requirements
  • Manage customer implementations from contract signing to launch, working independently and collaboratively with assigned AE/AM to build and complete the implementation plan (it’s not a “hand off”)
  • Coordinate with the engineering team in Services Studio to deliver custom development for the customer
  • Upon launch, work with Customer Success Manager to ensure customer is set up for long-term success
  • Periodically partner with CSMs to help facilitate customer demos and answer technical questions post onboarding, or do specific consulting calls on areas such as KCS, Structuring Knowledge, etc.
  • Contributes to the writing and maintenance of applicable internal and external documentation around the implementation process, expectation setting for time to value, and ongoing success of implementation
  • Experiment with ideas for self-service materials in a new Guru customer’s journey (templates, blueprints, and frameworks) and bring that to the responsible business areas, i.e. Marketing, Community Learning & Love, Product.
  • Responsible for reporting on and proving the success of Services Studio services for customers through quantitative metric tracking and qualitative anecdotes (i.e. surveys at end of services, Customer Effort and Net Promoter scores)

Requirements:

  • 5+ years of experience managing business projects, preferably customer-facing projects in an enterprise SaaS environment. PMP strongly preferred.
  • Strong ability to dig into customer requirements, discover underlying business needs, and drive projects towards satisfying those needs
  • Expertise in crafting and delivering on project plans within deadlines and exceeding stakeholder expectations
  • Strong verbal and written communication skills are a requirement, as well as the ability to work efficiently across internal and external organizations

Benefits to you:

  • Competitive salary
  • Employee Incentive Stock Option Plan
  • Paid Parental, Family & Medical Leave
  • Unlimited Vacation
  • 401k
  • Professional Development Stipend
  • Wellness Stipend
  • Home Office Stipend
  • Tuition Reimbursement
  • Thrive After Five: in recognition of our long-tenured employees, Guru celebrates your five year anniversary with a $10,000 personal travel reimbursement
  • Remote perks
  • Generous medical benefits package
  • Guru-sponsored company & team events, no matter where you work

About Guru:

Guru is a dynamic, fast growing start-up based in Philadelphia and San Francisco. Our mission is to reinvent the way people connect with meaningful information at work. Guru’s knowledge management solution provides customer-facing teams access to expert-verified information where they work and when they need it most. We believe in cultivating a welcoming, inclusive culture that encourages personal growth through working hard and having fun.

Launched in September 2015, our vision is backed by an amazing group of investors including FirstMark Capital, Salesforce, Michael Dell, the Slack Fund, Emergence Capital, Thrive Capital and Accel. As we enter the next exciting stage of expansion, we're searching for passionate individuals to join our rapidly growing team.

This is a full-time position that can be Remote or based out of our Philadelphia or San Francisco offices. Re-location and/or Visa Sponsorship is not included in our hiring package. Applicants will need to be authorized to work in the US.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

All are welcome here. At Guru, being inclusive is very important to us. Regardless of race, age, ethnicity, sexual orientation, gender identification, or background.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at talent@getguru.com to request accommodation. 

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Teams that have diversity when it comes to race, ethnicity, gender, sexual orientation and abilities perform better. That’s not an opinion; it’s a fact—and it’s one that we at Guru have been focused on for years. We recognize that infusing diversity, equity, inclusion, and belonging (DEI&B) into the way we hire is critical to our success. Building belonging means creating a culture that doesn’t only tolerate differences, but embraces them. As Guru grows, we are committed to creating a work experience where all employees feel a sense of inclusivity and belonging. 

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