Strategic Implementation Manager for E-commerce Retention

1 week ago

Old Toronto, Canada Yotpo Full time

Unlock the full potential of e-commerce retention with Yotpo. As a Senior Implementation Manager, you will be responsible for guiding our Mid Market and Enterprise customers through one or more of Yotpo's product setups, including building initial program strategies or campaigns, integrations, training, testing, and project management.

We are looking for motivated team members who have strong communication and project management skills, a passion for delivering success, and an interest in problem-solving with a solutions-oriented mindset.

  • You will be responsible for guiding customers through one or more of Yotpo's products setup, training, and initial program launch.
  • Consistently onboard complex accounts with exemplary customer experience, efficiency, and proactivity.
  • Demonstrate strong communication skills internally and externally, tailor communication to different stakeholders within an organization (day-to-day POC through C-suite), and offer high-touch service when required.

Your key responsibilities will include:

  • Strategic problem solving to grow and optimize the Yotpo onboarding experience and process for our most strategic upmarket merchants.
  • Managing escalations independently and thoughtfully, developing a plan of action and engaging external parties only when appropriate.
  • Acting as a liaison and champion between customers and Yotpo leadership teams (Product, Partners, Marketing, Sales, Delivery, Customer Success) to actively identify roadblocks and solutions during onboarding.
  • Proactively identifying potential challenges and recommending viable solutions to internal challenges or roadblocks to ensure all stakeholders are working in lock-step on top accounts and escalations.
  • Ensuring all customers complete the required technical setup efficiently and according to project plan and timeline.

To succeed in this role, you will need:

  • 3+ years of successful experience in client management/implementation/strategy/consulting.
  • Excitement and enthusiasm for tackling complex, cross-functional challenges and operating in ambiguity.
  • A self-starter who is comfortable working on their own as well as part of a wider team.
  • An advanced understanding of SaaS, explaining value narratives to client stakeholders, and complex integrations.
  • Experience working with large, strategic brands.
  • An excellent relationship manager and ability to excel talking to VP- and C-suite leaders.
  • Ability to collaborate effectively with cross-functional teams, including Sales, Partners, Product, and Delivery.
  • Ability to project manage and create organized plans that ensure customer success post-onboarding.

About Yotpo:

  • We are committed to creating a global company where everyone feels proud to belong.
  • Our benefits package includes company-sponsored RRSP matching, team events, educational fireside chats, end-of-year celebrations, affinity groups, and partnerships.

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