Customer Implementation Manager

2 weeks ago

Montreal, Canada Swapcard Full time

Mission TheCIM Team Lead plays a central role in transforming the Implementation function into a trueconsulting practice within the Customer Organization. They guide CIMs in evolving from execution-driven implementers toconsultative 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 acost center to a business unit , focused on efficiency, impact, and margin optimization. Operational Excellence & Delivery Oversight Validatequotes vs. scope to ensure services are correctly defined and aligned with client expectations. Guaranteehandover completeness before kickoff, verifying all key information from Sales or CAM. Drivedelivery efficiency (aim to deliver in 4 days what was previously scoped for 6, without compromising quality). Overseeproject allocation and prioritization within their region. Consulting Transformation & Capability Building Coach CIMs to transition from implementation specialists toconsultant partners . Identify and addresstraining 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 ofbest practices and benchmarking to continuously elevate the delivery standard. Performance Management & Service Value Monitorengagement scores (Gold vs. Silver) to track client performance and satisfaction. Collaborate closely withSales, CAMs, and the Solution Design team (SD) to ensure the right service positioning in proposals. Provide insight and data to support Sales inarticulating service value and securing correct pricing. Validate service proposals for new business opportunities to ensure accurate scoping and profitability. Cross-Functional Collaboration Partner with theHead of CIM on business performance reviews, efficiency tracking, and margin optimization. Work withMarketing to highlight successful client use cases and best practices. Share insights withSales and Product teams to refine offerings and strengthen alignment between service delivery and client needs. Collaborate withCAM Team Leads to ensure a seamless client journey from setup to adoption and renewal. Partner with theCAM and Product teams to align onExhibitor Marketplace adoption strategies, ensuring setup execution directly contributes to broader revenue and engagement goals. Profile & Background Strong background inimplementation, consulting, or solution delivery , ideally within a SaaS or event tech environment. Proven ability to managecomplex project portfolios and coach technical or consulting teams. Strong business acumen — able to connect delivery quality tofinancial performance (margin, charge per day, utilization). Skilled in stakeholder communication, process design, and performance tracking. Fluent in balancingclient satisfaction, operational efficiency, and business profitability . #J-18808-Ljbffr

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