Customer Implementation Manager

5 days ago

Montreal, Quebec, Canada Swapcard Full time $104,000 - $157,000 per year

Mission

The 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 Oversight
  • Validate quotes vs. scope to ensure services are correctly defined and aligned with client expectations.
  • Guarantee handover completeness before kickoff, verifying all key information from Sales or CAM.
  • Drive delivery efficiency  (aim to deliver in 4 days what was previously scoped for 6, without compromising quality).
  • Oversee project allocation and prioritization within their region.
Consulting Transformation & Capability Building
  • Coach CIMs to transition from implementation specialists to consultant partners.
  • Identify and address training needs to build consulting, engagement, and advisory skills.
  • Analyze performance data to identify high-engagement CIMs, document their practices, and share learnings across teams.
  • Promote adoption of best practices and benchmarking to continuously elevate the delivery standard.
Performance Management & Service Value
  • Monitor engagement scores (Gold vs. Silver) to track client performance and satisfaction.
  • Collaborate closely with Sales, CAMs, and the Solution Design team (SD) to ensure the right service positioning in proposals.
  • Provide insight and data to support Sales in articulating service value and securing correct pricing.
  • Validate service proposals for new business opportunities to ensure accurate scoping and profitability.
Cross-Functional Collaboration
  • Partner with the Head of CIM on business performance reviews, efficiency tracking, and margin optimization.
  • Work with Marketing to highlight successful client use cases and best practices.
  • Share insights with Sales and Product teams to refine offerings and strengthen alignment between service delivery and client needs.
  • Collaborate with CAM Team Leads to ensure a seamless client journey from setup to adoption and renewal.
  • Partner with the CAM and Product teams to align on Exhibitor Marketplace adoption strategies, ensuring setup execution directly contributes to broader revenue and engagement goals.
Profile & Background
  • Strong background in implementation, consulting, or solution delivery, ideally within a SaaS or event tech environment.
  • Proven ability to manage complex project portfolios and coach technical or consulting teams.
  • Strong business acumen — able to connect delivery quality to financial performance (margin, charge per day, utilization).
  • Skilled in stakeholder communication, process design, and performance tracking.
  • Fluent in balancing client satisfaction, operational efficiency, and business profitability.

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