Implementation Manager USA

parcelLab, the leading Operations 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 based out of the US East Coast 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 Operations Experience. Your colleague, the Account 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 & fulfilment 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 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 OKRs to ensure joint & coordinated effort towards our shared goals
Fluent in both written and spoken English
Perks & Benefits:

🧠 Plenty of room for your own ideas…space to try, fail and learn!

🛳 Comprehensive 30-60-90 day onboarding plan in place from the very first day to help you integrate seamlessly with the rest of the company and understand new responsibilities

🏝 Equipped with the latest MacBook or PC, as a digital-first company, you choose whether to work entirely from home, in one of our offices or a mix that suits you. Not close to one of our offices No problem! Find yourself a co-working space instead, and we’ll help cover the costs

🚀 Career development opportunities, including our Leadership Development Program and our Mentorship Program, as well as online language courses, available budgets for further training and access to LinkedIn Learning

🧘🏽‍♀️ Stay grounded with our free meditation, mindfulness and coaching sessions via our mental wellbeing platform TELUS.health

🎉 Regular company retreats, parcelLab events (in-person and online), local and regional meet-ups, as well as team off-sites

🌏 Be part of a motivated, diverse and international team made up of over 25 different nationalities; and with a great rating for company culture and employee experience on Glassdoor, you’ll love working here!

About parcelLab:

We bring people and brands closer together by closing the experience gap post-sales and beyond, transforming operational complexity into opportunities to outperform for 550+ brands worldwide, including IKEA, Bose, Puma, Lidl, Farfetch and Nespresso.

With offices in Munich, London and Boston, we have been highlighted by the Financial Times as one of the fastest-growing technology companies in Europe in 2021.