Customer Implementation Manager

1 week ago

Montreal, Canada Swapcard Full time

Customer Implementation Manager - Team LeaderJoin to apply for the Customer Implementation Manager - Team Leader role at SwapcardMissionThe CIM Team Lead plays a central role in transforming the Implementation function into a true consulting practice within the Customer Organization. They guide CIMs in evolving from execution-driven implementers to consultative experts who deliver measurable client success, efficiency, and value. As part of this transformation, the CIM Team Lead supports the Head of CIM in shifting the team from a cost center to a business unit focused on efficiency, impact, and margin optimization.Operational Excellence & Delivery OversightValidate quotes vs. scope to ensure services are correctly defined and aligned with client expectationsGuarantee handover completeness before kickoff, verifying all key information from Sales or CAMDrive delivery efficiency (aim to deliver in 4 days what was previously scoped for 6, without compromising quality)Oversee project allocation and prioritization within their regionConsulting Transformation & Capability BuildingCoach CIMs to transition from implementation specialists to consultant partnersIdentify and address training needs to build consulting, engagement, and advisory skillsAnalyze performance data to identify high-engagement CIMs, document their practices, and share learnings across teamsPromote adoption of best practices and benchmarking to continuously elevate the delivery standardPerformance Management & Service ValueMonitor engagement scores (Gold vs. Silver) to track client performance and satisfactionCollaborate closely with Sales, CAMs, and the Solution Design team (SD) to ensure the right service positioning in proposalsProvide insight and data to support Sales in articulating service value and securing correct pricingValidate service proposals for new business opportunities to ensure accurate scoping and profitabilityCross-Functional CollaborationPartner with the Head of CIM on business performance reviews, efficiency tracking, and margin optimizationWork with Marketing to highlight successful client use cases and best practicesShare insights with Sales and Product teams to refine offerings and strengthen alignment between service delivery and client needsCollaborate with CAM Team Leads to ensure a seamless client journey from setup to adoption and renewalPartner with the CAM and Product teams to align on Exhibitor Marketplace adoption strategies, ensuring setup execution directly contributes to broader revenue and engagement goalsProfile & BackgroundStrong background in implementation, consulting, or solution delivery, ideally within a SaaS or event tech environmentProven ability to manage complex project portfolios and coach technical or consulting teamsStrong business acumen — able to connect delivery quality to financial performance (margin, charge per day, utilization)Skilled in stakeholder communication, process design, and performance trackingFluent in balancing client satisfaction, operational efficiency, and business profitabilityJob DetailsSeniority level: Not ApplicableEmployment type: Full-timeJob function: Management and ManufacturingIndustries: Software Development #J-18808-Ljbffr

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