Implementation Team Lead

TrustArc; Remote; CAD 140,000 - 160,000; Full time

Job summary

A leading privacy management firm in Canada is looking for an experienced Implementation Team Lead. This role involves driving successful customer onboarding and leading a team of Implementation managers to ensure customers achieve rapid value from privacy management solutions. Candidates should have significant experience in people management and customer-oriented implementation roles, with strong project and problem-solving skills. This position offers a competitive salary and a supportive work environment.

Benefits

Unlimited paid time off

Flexible working hours

Work from home environment

Virtual team events

Qualifications

• 5+ years of people management experience, including coaching and team development.
• 5+ years of experience in customer-facing implementation or professional services.
• Proven track record implementing SaaS solutions for SMB customers.

Responsibilities

• Lead, train, and mentor a team of Implementation managers.
• Oversee the end-to-end implementation process for mid-market customers.
• Collaborate with Sales, Customer Success, and Product teams for alignment.

Skills

People management

Project management

Customer-focused mindset

Strong communication skills

Problem-solving abilities

Tools

Salesforce

Jira

Gong

Job description

Position Overview

TrustArc is seeking an experienced Implementation Team Lead to drive successful customer onboarding and product adoption within our mid market segment and lead a team of Implementation managers. This role combines hands-on implementation expertise with team leadership, ensuring our mid-market customers achieve rapid time-to-value with TrustArc's privacy management solutions.

What You'll Do

• Team Leadership & Management: Lead, train, and mentor a team of Implementation managers responsible for deploying a variety of applications in the TrustArc privacy management tech stack fostering a culture of excellence, collaboration, and continuous improvement.
• Manage team capacity planning, resource allocation, and workload distribution to optimize project delivery and team performance.
• Conduct regular 1:1s, performance reviews, and professional development planning with team members
• Establish and track key performance indicators including implementation timelines, customer satisfaction scores, and adoption metrics.
• Collaborate with Implementation leadership to refine processes and methodologies specific to SMB customer needs
• Manage expectations clearly with CS leadership, escalating issues early
• Customer Implementation & Success: Oversee the end-to-end implementation process for mid-market customer segment, ensuring efficient onboarding and successful deployment of TrustArc solutions.
• Serve as escalation point for complex implementation challenges, providing technical guidance and creative problem-solving.
• Partner with Sales, Customer Success, and Product teams to ensure seamless handoffs and alignment on customer objectives.
• Develop and refine implementation playbooks, templates, and best practices tailored to mid-market customer requirements.
• Lead implementation kickoff calls, requirements gathering sessions, and executive business reviews as needed.
• Process Optimization & Scale: Design and implement scalable implementation frameworks that enable rapid deployment while maintaining quality standards.
• Identify opportunities for automation, self-service enablement, and implementation efficiency improvements.
• Analyze implementation data to identify trends, bottlenecks, and opportunities for process enhancement.
• Create and maintain documentation, training materials, and knowledge base content for both team members and customers.
• Cross-Functional Collaboration: Work closely with Product Management to provide customer feedback and influence roadmap priorities.
• Partner with Sales Engineering to ensure smooth transition from pre-sales to implementation.
• Collaborate with Customer Success to define success criteria and ensure strong customer outcomes post-implementation.
• Coordinate with Support teams to address technical issues and ensure seamless customer experience.

What You'll Bring

• Required Qualifications:
• 5+ years of people management experience, including coaching, performance management, and team development.
• 5+ years of experience in customer-facing implementation, professional services, or technical consulting roles.
• Proven track record implementing SaaS solutions for SMB customers with a focus on speed and scalability.
• Strong project management skills with ability to manage multiple concurrent implementations.
• Excellent communication skills with ability to explain technical concepts to non-technical audiences.
• Experience with privacy, security, or compliance software solutions a major plus.
• Understanding of privacy regulations such as GDPR, CCPA, or similar frameworks is a plus.
• Technical Skills:
• Familiarity with AI and API integrations.
• Experience with CRM and project management tools (Salesforce, Jira, Gong).
• Comfortable learning new technologies and platforms quickly.
• Data analysis skills with ability to extract insights from implementation metrics.
• Personal Attributes:
• Customer-obsessed mindset with commitment to delivering exceptional experiences.
• Implementation and process-driven.
• Adaptable and resilient in fast-paced, evolving environments.
• Strong problem-solving abilities and strong bias toward action.
• Collaborative leadership style with ability to influence without authority.
• Passionate about building and scaling high-performing teams.

Salary: 140,000 - 160,000 a year

Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws.

About Us

As the leader in data privacy, TrustArc automates and simplifies the creation of end-to-end privacy management programs for global organizations. TrustArc is the only company to deliver the depth of privacy intelligence, coupled with the complete platform automation, that is essential for the growing number of privacy regulations in an ever-changing digital world. We have a global team across the Americas, Europe, and Asia, TrustArc helps customers worldwide demonstrate compliance, minimize risk, and build trust. For additional information visit TrustArc.com.

We invest in our teammember’s work-life balance, with unlimited paid time off, flexible working hours, and a work from home environment. We support employees with their own industry specific learning. We have weekly virtual team events such as trivia games, celebrating “international pet day”, lunch’n’learns, exercise classes, Women at TrustArc ERG, and many more.

All of our above initiatives and employee support is in line with our seven core values: Customer Obsessed, Fearless, Accountable, Collaborative, Agile, Transparent and Effective. We like to encourage our employees to end each day with the question: “Which value(s) did I demonstrate today?” And we acknowledge exceptional work through our semi-annual awards, which includes a paid vacation!

Equal Opportunity

TrustArc is proud to be an Equal Opportunity Employer and is committed to a diverse and inclusive workplace. We believe that a successful organization is one that celebrates its employees for who they are, who they love, and the unique lens through which they experience the world. TrustArc does not discriminate based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or other legally protected status. We understand that our differences make us better. They empower us to learn from each other, lean on each other, and create a product and community that models the behavior we hope to see in others.

If you need reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, contact us [e-mail] describe the specific accommodation requested for a disability-related limitation. Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process.