Principal Implementation Consultant

Job Description

Job Description

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.

An exciting opportunity exists for an experienced insurance professional on our Implementation Team. Hi Marley is seeking a Principal Implementation Consultant to be a part of our customer and partner facing implementation efforts and diligence activities. Reporting to the Director of Implementation, this role serves as a trusted advisor responsible for defining and executing best practices, driving delivery excellence, and influencing cross-functional alignment.

As a member of the Implementation Team, this position plays a crucial role in leading large implementations with top-tier insurance carriers. This position works closely with Customer Success, Product Management, Engineering, and Sales. We thrive on teamwork and shared enthusiasm, which is why this role involves joining us in the office for two days each week.

What You'll Do :

• 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-tiers 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

What We're Looking For :

Who We Are :

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

Benefits and Perks :

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

Hi Marley is proud to be an equal employment opportunity employer. We celebrate diversity and do not discriminate based on gender, sexual orientation, gender identity, religion, race, veteran status, disability status, or any other characteristic protected by applicable law. We are committed to building an inclusive work environment representing a variety of backgrounds, perspectives, and skills, where all employees are encouraged to be their authentic selves.

Hi Marley participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information, please review the documents under "E-Verify Poster" here : https : / / e- verify.uscis.gov / web / OnlineResources.aspx