Senior Implementation Success Manager
July 2
🏢 In-office - Manhattan
Description
• Undertake discovery and use your expertise to consult with the customer and advise on suitable solutions for their needs, confidently drawing examples and comparisons based on experience so that you can pre-empt potential challenges • Formulate best-practice implementation strategies for our customers by creating a blueprint and where required incorporate the customer's vision and goals in an actionable and trackable plan that follows the appropriate project management methodology • Leverage your e-commerce, technology, and business acumen to understand and anticipate business and technical requirements and, with this, guide the required architecture by clearly articulating product value • Partner with the customer and system integrators to recommend changes, decide on tradeoffs, clarify dependencies, and prioritize • At a senior level, you will lead steering committees as well as track the progress of the program day to day - Manage any issues that arise during the implementation including product bugs, blockers as well as program risks, and you will provide supporting mitigation strategies • You will be responsible for a portfolio of programs and own the communication and documentation of project status • From your unique position working closely with the largest customers, you will serve as an important advocate for customer needs, relaying information back to sales, product organization, support, and others • Work with the wider Customer Success team to upsell client engagements where appropriate • Provide governance and stakeholder management, be the point of contact for all escalations, and provide clear visibility to client and internal stakeholders on the progress of work
Requirements
• Must have the ability to undertake rigorous discovery across senior and tactical customer teams • Sufficient technical expertise to communicate business requirements in technical language to engineers and help resolve business blockers • 5+ years of experience in technical consulting, project management and/or solutions architecture • Recent and relevant retail or e-commerce experience is required • Experience in at least one commerce implementation, either with commercetools or a comparable solution • A blend of business and technical knowledge to work with different types of customers • A confident and convincing appearance with a high degree of customer orientation • Willingness to travel (approx. 10%) • Very good communication and presentation skills • Structured and effective working style, both independently and in a team • Team player who loves to work in an international and growing tech company with onsite as well as distributed team members across the globe
Benefits
• Competitive compensation package: Generous compensation structure consisting of salary, competitive stock option package, various benefits and perks • Remote Work: Up to 60 days/year from a country different from your base country • Open Learning & Development Budget • Academy: Regular internal training sessions • Our Benefits: Check them out here • Flexibility: Morning person or night owl? We believe in outcome and motivated employees • Mindset & Growth: A diverse workspace with an open, international culture & learning environment
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