Implementation Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the technical components of the customer onboarding journey.

• Assist customers in enhancing their post-purchase operations experience.

• Collaborate with prominent brands across various sectors in North America.

• Work alongside Customer Success and Solution Consulting to align on commercial objectives and onboarding parameters.

• Acquire insights into customer goals, e-commerce configurations, customer service operations, and logistics/fulfillment frameworks.

• Establish data transfer methods and provide guidance on optimal data ingestion practices.

• Adjust the solution to meet specified outcomes.

• Set up rules utilizing parcelLab's trigger engine.

• Offer advice on communication workflows.

• Review and modify templates to maintain high standards.

• Empower customers to utilize built-in AI tools.

• Occasionally conduct light technical triage.

• Examine error logs in Graylog.

• Navigate GitHub for code references or issue tracking.

• Utilize API documentation to comprehend service interactions.

• Suggest best practices and pinpoint product enhancements.

• Convey technical business value to Product and Engineering teams.

⛳️ Requirements

• 3–5 years of experience in Implementation, Onboarding, or Technical Project Management specifically in SaaS environments.

• Exceptional project, stakeholder, and expectation management capabilities.

• Tech-savvy and AI-oriented, with a keen interest in acquiring new technical skills.

• Familiarity with log management tools like Graylog, Kibana, or Splunk.

• Ability to search, filter, and interpret system/application logs during basic troubleshooting.

• Comfortable navigating GitHub and interpreting API documentation.

• Basic knowledge of a scripting language such as JavaScript, Python, or Bash.

• Ideally possess knowledge of HTML.

• Understanding of e-commerce and last-mile logistics, or a strong willingness to quickly learn it.

• Data-driven approach to supporting customer decisions and monitoring personal impact.

🏝️ Benefits

• Ample opportunity for your own ideas—space to experiment, learn, and grow.

• Comprehensive onboarding plan spanning 30, 60, and 90 days from day one.

• Fully remote flexibility within the US (Eastern or Central Time Zones).

• Budget for co-working space if you prefer working outside of a home office.

• Home office setup budget for a desk, chair, and accessories.

• Latest MacBook or PC provided.

• Opportunities for career development.

• Access to LinkedIn Learning resources.

• Training budget available.

• Complimentary meditation, mindfulness, and coaching sessions through a mental wellbeing platform.

• Join a motivated, diverse, and international team.