Implementation Manager

Yotpo is leading the next era of trust and loyalty in eCommerce. With AI-powered Reviews and Loyalty solutions, we help brands turn browsers into customers and customers into advocates. Through deep integrations across the eCommerce ecosystem and the trust of over 30,000 global brands, Yotpo delivers seamless omnichannel experiences that increase conversion, strengthen customer relationships, and drive profitable, long-term growth.

As an Implementation Manager, you will lead customers through the onboarding and setup of one or more of Yotpo's products- from initial strategy and integration to training, testing, and launch. You'll play a key role in ensuring a seamless implementation experience, partnering with brands across a wide range of industries and sizes.

We're looking for a proactive, solutions-oriented team player with strong communication and project management skills-  Someone who enjoys solving problems, building relationships, and driving customer success.

• Serve as the primary point of contact for customers throughout the implementation journey from deployment to launch-ensuring a smooth, well-coordinated, and successful onboarding experience.
• Manage and execute all technical setup in alignment with defined project plans, timelines, and customer business goals, including integrations, configurations, and quality assurance checks.
• Train and educate customers via phone, video calls, and live walkthroughs on how to effectively use and maximize Yotpo's suite of products.
• Provide strategic guidance to brands on crafting impactful launch strategies, onsite experiences, and customer engagement campaigns tailored to their KPIs and technical maturity.
• Continuously refine, document, and scale the Yotpo implementation process to drive efficiency, reduce time-to-value, and enhance the overall customer experience.
• Collaborate cross-functionally with Sales, Product, Support, Professional Services, and Customer Success to proactively identify roadblocks, address onboarding challenges, and deliver seamless end-to-end handoffs.
• Analyze implementation data and customer feedback to identify trends, opportunities for improvement, and best practices to enhance onboarding performance.
• Ensure technical and operational readiness for each launch, including verification of data flows, integration success, and product functionality.
• Advocate for customer needs internally, providing insights to Product and Engineering teams to help shape roadmap decisions and resolve technical gaps.
• Maintain thorough project documentation, including technical specs, timelines, risks, and customer actions, ensuring transparency and accountability across teams.

• 2+ years in a similar role, ideally customer-facing 
• You're a relationship builder who communicates confidently with VP- and C-level stakeholders.
• You can manage multiple software implementations simultaneously without compromising quality or timelines.
• You're a natural problem solver who can research, troubleshoot, and resolve complex software or integration issues.
  You're highly organized, detail-oriented, and skilled at creating project plans that set customers up for long-term success.
• You can distill client feedback and requirements clearly, collaborating with internal teams to ensure timely progress.

About Yotpo:

• Company sponsored RRSP matching.
• 100% coverage of additional benefits programme.
• Equity in options.
• Individualized career development, rewards and recognition.
• Wellness and philanthropic programming and events.
• Work in a hybrid capacity (3x/week)

Yotpo's employee-centric culture has consistently earned us coveted spots on Built In's Best Places to Work lists in both NYC and Austin and Mogul's Companies with Most Inclusive Benefits over the years. Directly inspired by employee feedback, we create opportunities to bring our teams together. Yotpo programming includes team events, educational fireside chats, end of year celebrations, affinity groups and partnerships.

Yotpo is for everyone, and we're committed to anti-racist work. We welcome and employ people regardless of race, color,  gender identity, religion, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. We are proud to be an equal opportunity employer, where your voice is heard and your perspective is encouraged. Come join us and help us build a global company where we're all proud to belong.

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