Implementation Manager, Customer Success
New
F
FlippAd-Tech/SaaS
Location: CanadaFull-TimeManager
Salary85,000 - 95,000 CAD per year
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Job Details
- Experience
- 5+ years of experience in customer success, project management, or implementation
- Required Skills
- Project ManagementSalesforceJiraCustomer SuccessAsana
Requirements
- 5+ years of experience in customer success, project management, or implementation.
- Ad-Tech/SaaS experience is preferred.
- Experience using CRM and project management tools such as Salesforce, Gainsight, Asana, or Jira.
- Ability to manage multiple complex projects simultaneously.
- Strong timeline management, risk mitigation, and workback schedule (WBS) development skills.
- Strong analytical and problem-solving skills to identify and mitigate implementation risks.
- Excellent verbal and written communication skills.
- Ability to build trust and influence strategic decisions across internal and external leadership teams.
- Ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Interest in digital merchandising trends and leveraging data and AI tools to improve team efficiency.
Responsibilities
- Lead implementation processes from kickoff to go-live, configure product solutions to meet client needs, and manage internal system integrations and vendors.
- Build relationships with internal and external stakeholders to support collaboration and alignment throughout onboarding.
- Deliver onboarding, training, and strategic guidance to drive customer engagement and product adoption.
- Monitor implementation progress, identify and escalate risks, and communicate project status and mitigation plans.
- Design and improve implementation processes, tools, and best practices to increase efficiency and scalability.
- Lead high-priority initiatives, manage project plans and resources, and coordinate retailer onboardings, integrations, and launches.
- Develop training programs, onboarding materials, reporting dashboards, and actionable playbooks.
- Gather customer and market feedback and advocate for product improvements with internal product teams.
- Mentor Implementation Specialists and support team performance, coaching, and development.
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