Implementation Manager (US)

parcelLab; United States; Remoto; USD 90.000 - 130.000; Tempo pieno

Vantaggi offerti da questo lavoro

Fully remote US (ET/CT)

Co-working space budget

Home office setup budget

Career development & LinkedIn Learning

Wellbeing resources (meditation/coach)

Descrizione del lavoro

parcelLab Ltd. is hiring an Implementation Manager for remote work within the Eastern or Central Time Zones in the United States.

You will own the customer onboarding experience, coordinate with Success and Solution Consulting, and configure data ingestion and AI features to achieve defined outcomes. You will perform lightweight technical triage, reference logs and GitHub for issues, and continuously advocate for best practices while partnering with Product and Engineering teams to drive

Competenze

• 3–5 years of experience in Implementation, Onboarding, or Technical Project Management in SaaS.
• Outstanding project, stakeholder, and expectation management skills.
• AI- and tech-savvy, with a strong interest in learning new technical skills.
• Log management familiarity with Graylog, Kibana, or Splunk for basic troubleshooting.
• Comfort navigating GitHub and reading API documentation.
• Basic understanding of scripting languages (e.g., JavaScript, Python, Bash) and HTML.

Mansioni

• Own the customer's onboarding experience as the technical owner.
• Collaborate with Customer Success and Solution Consulting on onboarding scope.
• Conduct discovery and setup, map goals, and define data ingestion processes.
• Configure solutions and AI features, set up templates, and ensure high standards.
• Perform light technical triage, review logs, reference code on GitHub, and consult API docs.
• Advocate best practices and communicate product value to Product and Engineering teams.

Conoscenze

SaaS implementation

Project management

Stakeholder management

AI literacy

Log analysis

Technical troubleshooting

Scripting basics

E-commerce/logistics understanding

Strumenti

Graylog

Kibana

Splunk

GitHub

API documentation

Descrizione del lavoro

parcelLab, the leading Operations Experience Management platform, is growing in the US! We are looking for a full-time Implementation Manager based remotely within the Eastern or Central Time Zones to join our global Customer Implementation team.

The Implementation Team is parcelLab's powerhouse, playing a vital role in making sure our clients start using parcelLab as quickly and efficiently as possible. Successful implementation is the foundation of long-lasting customer relationships. As a member of the team, you will work with some of our key clients and collaborate across internal departments to ensure complete success.

What You Can Expect

• Technical Ownership: You'll be the technical owner of the customer's onboarding experience, guiding them to up level their Post-Purchase Operations Experience. You will work with leading brands across various industries in North America.

• Collaboration: Working alongside Customer Success and Solution Consulting, you'll align on commercial goals and onboarding scope.

• Discovery & Setup: Gather a deep understanding of customer goals, e-commerce setups, customer service operations, and logistics/fulfillment structures. You'll define how data is transferred and guide customers on best-practice data ingestion.

• Configuration & AI Integration: Configure our solution to fit defined outcomes. You will define rules using parcelLab's infinitely flexible trigger engine, advise on communication flows, review/adapt templates to high standards, and enable customers on built-in AI tools.

• Troubleshooting & Technical Triage: Occasionally perform light technical triage. You will jump into Graylog to search error logs, navigate GitHub to reference code or track issues, and reference API documentation to understand how our services communicate.

• Advocacy & Product Growth: Proactively recommend best practices and identify product improvements, communicating technical business value effectively to our Product and Engineering teams.

What You Need to Succeed

• 3–5 years of experience in Implementation, Onboarding, or Technical Project Management specifically within SaaS businesses.

• Outstanding project, stakeholder, and expectation management skills.

• AI- and tech-savvy, with a strong interest in learning new technical skills.

• Log & Technical Literacy: Familiarity with log management tools (such as Graylog, Kibana, or Splunk) to search, filter, and interpret system/application logs during basic troubleshooting. Comfort navigating GitHub and reading API documentation.

• Basic understanding of a scripting language (like JavaScript, Python, or Bash) and ideally HTML. Note: Our Customer Engineering team is always there to support the heavy technical lifting!

• Understanding of how e-commerce and last-mile logistics work (or a strong eagerness to master it quickly).

• Data-driven mindset in supporting customer decisions and tracking your own impact.

Perks & Benefits

• Plenty of room for your own ideas—space to try, fail, and learn!

• Comprehensive 30-60-90 day onboarding plan from day one.

• Fully remote flexibility within the US (Eastern or Central Time Zones), with a co-working space budget if you prefer working outside a home office.

• Home office set-up budget to get kitted out with a desk, chair, and accessories, alongside the latest MacBook or PC.

• Career development opportunities, access to LinkedIn Learning, and training budgets.

• Free meditation, mindfulness, and coaching sessions via our mental wellbeing platform.

• Be part of a motivated, diverse, and international team.

About parcelLab

We bring people and brands closer together by closing the experience gap post-sales and beyond, transforming operational complexity into opportunities to outperform for 550+ brands worldwide, including IKEA, Bose, Farfetch, and Nespresso.

• Monitor over 6 million shipments per day.

• Actively manage operations experiences in 153 countries worldwide.

• Send around 13 million proactive, personalized, event-driven emails daily.

parcelLab is an Equal Opportunities Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, disability status, or other lived experience.