Implementation Manager USA - Remote Eligible

Implementation Manager

Parcellab, the leading post purchase experience management platform, is growing internationally! We're looking for the best talent from across the world to help us bring people and brands closer together.

We are looking for a full-time Implementation Manager to join our global Customer Implementation team.

The Implementation Team is parcelLab's powerhouse and plays a vital role in making sure our clients start using parcelLab as quickly and efficiently as possible. The successful implementation of parcelLab is the start of building long-lasting relationships with our customers and we're pretty good at it too, we have industry-leading customer retention, and we only want that to improve! As a member of the team, you will be working with some of our largest, most complex and global clients and across nearly all of our internal teams to ensure success!

What you can expect:

• A new or existing customer wants to uplevel their post purchase experience. Your colleague, the Customer Success Manager, agrees on the commercials with the customer and briefs you on onboarding scope and targets. Not all customers start with us for the same reason.

• Together you create a detailed launch plan and present it to the customer

• You take ownership of the customer's success in this project, gather a deep understanding of their goals and requirements. You'll get to know their e-commerce setup, how their customer service operates, and how their logistics & fulfillment is set up

• Time for the technical integration: You partner up with the Solution Engineering team in order to define how data is transferred and how our solution will ingest the data the best way

• Having put all the relevant pieces in place, you start configuring our solution to fit the customer's goals. They will be able to do this themselves as well, but for the initial set up you want to guarantee maximum success. Therefore, you define the rules in our solution (when is what message sent), you'll advise the customer on communication flows, and you'll review and adapt the templating to make sure everything's up to our high standards

• The definition of the rules is an elemental puzzle piece: with parcelLab's infinitely flexible trigger engine, you'll be able to customize this exactly to our customer's needs. Your trigger design is not only informed by the understanding of our system but also how the carriers run their own processes

• During the whole project, you'll answer customer's questions about features but also proactively recommend best practices and functionalities

• Our Customer Success Team is vital to our ongoing success, therefore you are proactively and reactively identifying possibilities to develop our product further. When handing those opportunities over to the Product Team, you demonstrate the business value of the opportunity and also are able to communicate effectively about technical aspects

What you need to succeed:

• 3+ years of experience in Implementation, Onboarding or Technical Project Management for SaaS products.

• Outstanding experience in project, stakeholder and expectation management and are known for your diligence for endeavors both big and small

• Tech-savvy and interested in learning new technical skills

• Basic understanding of a scripting language, like JavaScript, Python or Bash, and ideally HTML. However, you will have a Solutions Engineer to do the heavy technical lifting

• Understanding of how e-commerce and last-mile logistics work. You don't need to be an expert yet, but you will definitely have to become one

• Data-driven mindset: both in supporting customers in their decisions, but also in demonstrating your own contribution. At parcelLab, we work with KPIs and adoption targets.

• Fluent in both written and spoken English