parcelLab, the leading Operations Experience Management platform, is growing internationally, and fast! 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
Senior Implementation Manager to join ourglobal
Implementation team.
The Implementation Team is parcelLab’s power house, the team plays a vital role in making sure our clients start using parcelLab as quickly and efficiently as possible.You will work directly with our customers and across nearly all of our internal teams. Successful implementation of parcelLab is the start of us 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 Senior member of the team, you will be working with some of our largest and most complex clients.
As a digital first company, we offer greater flexibility in working location. Therefore, you can work from one of our offices in
London or Munichor
remotely within the UK or Germany.What you can expect:
- A new or existing customer wants to up-level their Operations Experience. After commercials have been agreed with the customer, you will work to understand the scope of the project and define how and with which timeline the project will be delivered. Not all customers start with us for the same reason. You create a detailed launch plan, and execute it together with the customer.
- Ownership of the customer’s success in this project by gathering 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 amp; fulfilment is set up.
- Time for the technical integration: You own the implementation of your customer. This includes hands-on coding in which you do not need to be an expert yet, but are willing to learn. When it gets very complex you involve our Customer Engineers to support.
- 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 will proactively and reactively identify 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:
- 5+ years of experience in a comparable position, ideally in the SaaS and/or e-commerce environment
- Outstanding project, stakeholder and expectation management as well as diligence for endeavours both big and small
- Tech-savvy and interested in learning new technical skills
- Ability or willingness to understand scripting languages, like JavaScript or Python. However, you will have a Solutions Engineer to do the heavy technical lifting
- Understanding of how e-commerce works. 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 amp; coordinated effort towards our shared goals.
- Lead by example; share experience with your team members, coach and support them on their development
- Fluent in both written and spoken English. Other languages are a plus (German, French, Spanish etc.)
Perks amp; 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 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 pay Make use of our home office set-up budget to get kitted out (a spacious desk, comfy chair, some houseplants, or great tech accessories!), and all this alongside the latest MacBook or PC Career development opportunities, including our Leadership Development Program and our Future Leaders 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 platformnilo.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 34 different nationalities; and with a five-star rating for company culture and employee experience on Glassdoor, you’ll love working here!