Principal Implementation Consultant; Customer Delivery & Professional Services

Overview

At Hi Marley, we’re not just a technology company—we’re on a mission to revolutionize the insurance industry with our conversational platform that makes communication simple, efficient, and delightful. Built for carriers, powered by SMS, and designed by insurance experts, Hi Marley connects people through seamless, friendly conversations that save time, money, and hassle. Our platform helps insurance carriers strengthen customer relationships while streamlining operations.

With a focus on collaboration, coaching, and powerful analytics, we deliver the insights insurance teams need when they need them—creating a smooth, frictionless experience for customers along the way.

• Lead the successful onboarding and implementation of Hi Marley at large P&C carriers and insurance network partners
• Conduct in-depth insurance workflow discovery sessions with top-tier insurance carriers and network partners leveraging strong insurance knowledge and a consultative approach
• Attend pre-sales meetings and act as an advisor to large insurance carriers on how to best implement Hi Marley into their workflows
• Monitor implementation KPIs and support reporting on carrier performance, delivery outcomes, and customer relationship health
• Serves an advisor and mentor to junior team members
• Continuously improve our implementation framework and methodology, ensuring high-quality delivery and consistency
• Work closely with the Director of Implementation on shaping best practices across implementations and advising leadership on go-to-market/implementation strategy
• Champion the voice of the customer in internal conversations
• Oversee the design and governance of project planning frameworks that drive efficiency and alignment across customer programs
• Update internal systems, such as Salesforce and Jira and client specific project plans in a real time cadence to reflect accurate project forecasting
• Lead, track and monitor multiple customer implementations, maintain customer onboarding pipeline, manage conflicts and ensure that appropriate resources are applied to the customer onboarding
• Identify, manage, report and escalate on onboarding and implementation risks
• Represent Hi Marley Implementation team at pre-sales meetings

• Exceptional project management skills with a track record of successfully leading SaaS implementation projects or insurance-related transformations
• Demonstrated experience partnering with Sales, Product, and Engineering on customer needs, roadmap feedback, and solution design
• 7 to 10+ years of experience with a P&C insurance carrier as a Product Manager, Claims Manager or other business-related function
• Strong problem-solving skills and the capacity to navigate complex client environments effectively.
• Excellent communication skills and willingness to train team members on the P&C workflows and other related insurance topics
• Customer-Centric Mindset with empathy, patience, and a passion for enabling customer success by aligning solutions to business needs.
• Adaptability to thrive in a fast-paced, high-growth, startup-like environment where priorities shift quickly.
• Collaborative Approach with proven success working across teams and building strong internal and external relationships.
• Willingness to travel between 10-20% of time
• Change Management mindset when collaborating across teams and with customers

Hi Marley has three core values that are the foundation of our company culture, which every employee embodies:

• Max Courage - we encourage our team, our customers, and their customers to dream big, try new ideas and maximize impact by measuring risk.
• Be Humble – we lead with appreciation and promote a culture of humility, compassion and openness to learn from anyone, anywhere.
• Ubuntu “I am because we are” - we believe true success is much bigger than any single individual or company. By aligning our individual aims behind a shared purpose we can achieve our fullest potential, together.

On top of an exciting, supportive and intellectually curious workplace, we provide:

• Full benefits package for employees working 30+ hours per week, including parental leave, a matching…