Senior Implementation Manager

Job Description

Responsibilities

Technical Ownership & Delivery

• Validate the technical design and data requirements defined during pre-sales, partnering with the Solutions Architect to make sure nothing gets lost in the handoff from what was proposed to what gets built.
• Own finalization of a technical design that both the merchant and agree on, resolving any open questions or gaps before implementation work begins.
• Lead the merchant’s technical team or SI through design, development, and testing, no matter the platform, industry, or business model. You set the pace, catch problems early, and keep both sides aligned on what “done” looks like at each phase.
• Bring hands-on familiarity with API integrations and common ecommerce platforms such as Magento, Salesforce, and Shopify, along with the judgment to apply that knowledge to whatever stack a merchant is actually running.
• Own timely delivery of key integration milestones. Every integration looks different; milestones may include defining success criteria and confirming those criteria have been met.

Communication & Cross-Functional Partnership

• Communicate integration status across the full project team, merchant and internal, with regular report-outs that keep everyone clear on dates, risks and mitigation plans, and the overall approach, especially when an integration spans multiple phases.
• Flag proactively when a business sponsor or C-suite relationship needs leadership involved, and brief them so they can engage credibly.
• Keep a clean onboarding portfolio with regular, transparent updates in CRM.
• Collaborate with internal teams to swiftly escalate and resolve integration roadblocks, communicating resolution to internal stakeholders and merchants alike.
• Work cross-functionally to keep improving the onboarding experience, partnering with Risk, Product, Engineering, Sales, and Customer Success.
• Treat Risk as an internal client: deliver the outcomes the merchant expects while giving Data Science the planning and data they need to hit those expectations.
• Spot when a new, novel, or edge-case merchant need is really an opportunity to extend a feature or API integration, and treat it as a growth lever, not a one-off fix.

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