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Zipline · 2 months ago

Senior Manager, Implementation and Services

United States

Full-time

Remote

Mid, Senior Level

CAD$111K/yr - CAD$166K/yr

5+ years exp

Zipline is a well-funded and quickly growing SaaS company that works with many of the world’s top retailers across many industries. The Senior Manager, Implementation and Services will lead the teams responsible for customer onboarding and technical account management, ensuring a smooth launch and ongoing support for new customers.

Computer Software

Growth Opportunities

Responsibilities

Lead, mentor, and develop a growing team of Implementation Managers and Technical Account Managers

Establish clear goals, processes, and best practices to drive excellence across onboarding and technical service delivery

Establish a strategic vision for opportunities to streamline and automate implementations or parts of the implementation process

Foster a collaborative, customer-obsessed culture focused on proactive communication, accountability, and continuous improvement

Partner with senior leadership to forecast team capacity, manage resources, and plan for scale

Identify areas for improvement and refinement within the implementation process to drive efficiencies

Explore opportunities for developing further revenue generations streams within the Implementation & Services department

Oversee all new customer onboarding projects, ensuring successful and timely Zipline launches

Guide the team in coordinating project tasks, managing timelines, and maintaining clear communication with customers and internal stakeholders. Ensure project scope and requirements are clearly defined, tracked, and delivered within expectations

Support the team in leading clients through workflow design, configuration, and rollout — ensuring solutions align with best practices. Maintain high customer satisfaction through responsiveness, thorough communication, and ongoing engagement

Oversee technical design and implementation of customer solutions, including integrations, data feeds, and platform configurations

Partner cross-functionally with Product, Engineering, and Account Management to align customer needs with product capabilities

Guide the team in providing proactive technical support, resolving issues, and identifying opportunities for optimization

Ensure TAMs build strong, consultative relationships with customer stakeholders, serving as trusted technical advisors

Review and evolve processes for managing upgrades, third-party integrations, and custom configurations

Collaborate with Sales and Solutions Engineering on scoping and pre-sales planning for complex retail deployments

Work closely with Customer Success to ensure smooth transitions from implementation to steady-state account management

Partner with Product and Engineering to communicate customer feedback and influence product roadmap priorities

Partner with the Support organization to ensure implementations and projects are properly documented and handed off such that our support team is set up for success and in a position to be the main point of contact going forward

Qualification

Software implementationTechnical account managementProject managementTeam leadershipSaaS experienceRetail experiencePMP certificationJira proficiencyCommunication skillsProblem-solving skillsInterpersonal skillsOrganizational skillsCollaboration skills

Required

5+ years of experience in software implementation, professional services, or technical account management, preferably in a SaaS environment and ideally with retail as a vertical

2+ years of experience managing teams in customer onboarding, implementation, or technical services

Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization

Experience in delivering client-focused solutions based on customer needs

Ability to manage multiple projects at a time while paying strict attention to detail

Experience with project management software such as Basecamp, Asana, Jira, etc

Technical experience delivering integrations such as Single Sign On, SFTP data feeds, and working with API's

Proven experience in configuring and managing Jira for implementation projects, including workflow design, dashboard creation, and system optimization to improve project visibility and efficiency

Ability to quickly learn and adapt to new software platforms

Has led the creation and review of Statements of Work (SOWs) to support strategic initiatives, ensuring alignment with organizational goals, legal standards, and vendor capabilities

Proven problem-solving skills and the ability to take a proactive approach to addressing challenges

Enjoys fostering a positive, collaborative environment and believes work can be both productive and fun

Self-starter, initiator, strong organizational, presentation, interpersonal and consultative skills a must

Outstanding listening and writing skills

A keen ability to translate complex concepts into simple and intuitive communication

Team player with excellent collaboration skills to build relationships across the company -- both ours as well as our customers

A strong track record for managing relationships and supporting their onboarding efforts

Demonstrates work behaviors such as self-motivation, dependability, and dedication

Highly organized

PMP certification or equivalent experience

Familiarity with CRM platform like Salesforce and Catalyst and project management like Jira

Familiarity with third party systems such as Work Force Management, Learning Management, Customer Experience, and Work Orders

Preferred

Preferably, experience in Retail, working with retail customers or in Headquarters

Benefits

Remote-first culture: Join a high performing, fully remote team and work where you're comfortable

Stock Options: Get meaningful ownership in a fast-growing, venture-backed company shaping the future of retail.

Time Off: Our flexible time-off policy ensures you stay refreshed and recharged. Plus, you’ll get a monthly stipend to get you out of the house—grab a coffee and work from your favorite spot!

Benefits: World-class medical, dental, and vision policies.

Team Connection: Annual company off-sites in fun locations. We've done New York, Costa Rica, Whistler, Palm Springs, San Diego, and Mexico City.

Sabbatical: A one month paid sabbatical after completing five years of working at Zipline.

Volunteering: Every quarter, Zipliners get a paid day off to volunteer for a nonprofit of their choice.

Learning: We support continuous learning and provide unlimited access to our Udemy Business account

Great humans, great work: Work with kind, collaborative teammates who care about doing meaningful work and making a real impact. We value diversity of all kinds and are committed to building a diverse and inclusive workplace where we learn from each other.