Implementations Manager

We’re looking for a strategic, hands‑on Implementations Manager to own the end‑to‑end merchant experience — from first setup to long‑term success. You’ll design and execute scalable onboarding processes, deliver exceptional support experiences, and identify opportunities to improve both our internal operations and product. This role bridges customer success, implementation, and technical support, ensuring merchants launch smoothly and stay successful. You’ll act as both an advocate for our merchants and a partner to our internal teams, using data and feedback to continuously improve how we deliver value. Key Responsibilities Design and run a repeatable onboarding framework for new merchants — ensuring setup, training, and go‑live are efficient and consistent. Guide merchants through configuration and setup with clear, proactive communication. Build onboarding resources (guides, videos, templates) to scale merchant self‑service and reduce time‑to‑value. Merchant Support & Success Own incoming merchant inquiries end‑to‑end — triage, troubleshoot, and resolve issues with accuracy and empathy. Identify and surface recurring pain points or feature gaps, translating merchant feedback into actionable insights for Product and Engineering. Proactively check in with merchants to ensure they’re using features effectively and achieving their business goals. Process & System Optimization Analyze support and onboarding data to identify trends and areas for improvement. Streamline support tools, automations, and workflows to improve response times and reduce manual effort. Partner with Product, Engineering, and Partnerships to align merchant experience improvements with broader company priorities. Qualifications 3–5 years of experience in Customer Success, Onboarding, or Technical Support in a SaaS or Shopify ecosystem. Strong understanding of SaaS customer lifecycles, from activation through retention. Excellent communicator — able to simplify complex workflows and guide merchants of all technical levels. Strategic thinker who can balance short‑term execution with long‑term scalability. Proficient with tools like ticketing systems, CRMs, and analytics dashboards. Success Looks Like Merchants receive fast, consistent support at every stage — from pre‑sales through onboarding. Small merchants can onboard without direct Product involvement. Our CS processes become more scalable and self‑serve over time. Product and engineering teams stay focused on roadmap while customers stay happy. Growth & Performance At the core of Teifi Digital, we foster a culture of growth and continuous learning. Your growth and professional development path is in your control. You’ll attend ongoing personal and professional development meetings with peers and mentors who want to see you grow and succeed into a role that you enjoy and thrive in Your progress is based on the goals and direction you choose to take. Opportunity for professional development with training, certifications, peer mentorship Hybrid working environment Health and dental coverage in Canada Learn skills outside your direct role and try new disciplines and challenges to grow into new roles or transfer practices Profit‑sharing opportunities for full‑time employees pending probationary period passage Submit your resume and a brief cover letter via the job posting. You’ll then have an initial screening call, a technical assessment or portfolio review, and a final interview with the hiring team. Our headquarters are in Vancouver, Canada; Delft, Netherlands; and Ho Chi Minh, Vietnam. Remote work arrangements are discussed per role. For any inquiries about the role or process, reach out to our Talent Team at apply@teifi.ca. About Teifi Teifi Digital, a Shopify Plus Platinum partner, excels in resolving complex e‑commerce challenges. We focus on integrating large catalogs, sophisticated data frameworks, and legacy systems into seamless unified commerce and B2B solutions, delivering unparalleled customer experiences. Our skill in deploying Shopify Plus caters to top‑tier merchants in manufacturing, parts, distribution, retail, and B2B, ensuring minimal technical debt and maximized e‑commerce revenue. #J-18808-Ljbffr