Implementation Manager

Please note: Zipline is 100% remote and accepts applicants from Canada, US & internationally.  This role would require you to work in a North American Time Zone.  

The Implementation Manager fills a critical role within Retail Zipline. This person is responsible for managing the technical project, onboarding, process, and deployment of new Zipline customers. Acting as the primary point of contact during this critical phase, you will build a solid foundation for long-term customer satisfaction and success. In collaboration with our Sales and Account Management teams, you’ll align implementation strategies with each customer’s unique business objectives. Additionally, you’ll work closely with internal cross-functional teams to ensure a seamless implementation process and a smooth transition to the next phase of their Zipline journey. Only seeking self-starters that are independent thinkers and who love managing technical projects while  building and developing relationships with others!

Key Responsibilities:

• Manage the onboarding of  new customers and ensure a successful Zipline launch to their users.
• Coordinates and prioritizes project tasks, manages timelines, maintains project plans and communicates status to Customer and Senior Management
• Assess/evaluate client requirements against scope of project, manage project plan and schedule.
• Desire to strongly lead clients in the design, workflows, and build of their instance
• Ensure customer satisfaction through follow-up, client responsiveness, and thorough communication.
• Responsible for managing client expectations.
• Ability to manage multiple clients and projects/tasks simultaneously.
• Collaborate with Account Managers, Implementation Engineers, and Technical Account Managers to align on implementation goals and timelines.
• Strong communication skills including ability to work with all levels of the organization.
• Ability to work in a fast paced entrepreneurial environment in a team and individually.
• Ensuring successful delivery according to project timelines in order to ensure revenue recognition according to forecast.
• Responsible for providing internal and external stakeholders with updated implementation plans, which may include project schedules, project plans, benchmark metrics, communications documents, etc.
• Conduct post-implementation evaluations to assess the success of the project, identify areas for improvement, and gather valuable insights for future endeavors.

Must-haves:

• 4+ years in project management of implementations in a B2B SaaS environment, ideally with retail as a vertical.
• Preferably, experience in Retail, working with retail customers or in Headquarters.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization.
• Experience in delivering client-focused solutions based on customer needs.
• Ability to manage multiple projects at a time while paying strict attention to detail.
• Experience with project management software such as Basecamp, Asana, Jira, etc.
• Technical experience delivering integrations such as Single Sign On, SFTP data feeds, and working with API’s.
• Ability to quickly learn and adapt to new software platforms
• Proven problem-solving skills and the ability to take a proactive approach to addressing challenges
• Enjoys fostering a positive, collaborative environment and believes work can be both productive and fun
• Self-starter, initiator, strong organizational, presentation, interpersonal and consultative skills a must.
• Outstanding listening and writing skills. 
• A keen ability to translate complex concepts into simple and intuitive communication.
• Team player with excellent collaboration skills to build relationships across the company -- both ours as well as our customers.
• A strong track record for managing relationships and supporting their onboarding efforts.
• Demonstrates work behaviors such as self-motivation, dependability, and dedication.
• Highly organized. 
• PMP certification or equivalent experience.
• Familiarity with CRM platform like Salesforce and Catalyst
• Familiarity with third party systems such as Work Force Management, Learning Management, Customer Experience, and Work Orders

Employee Benefits

• Stock Options
• Paid Flexible Time Off (including time off to care for family members, as well as Sick Time)
• Paid Parental Leave Benefit
• Group Health Insurance (Medical, Vision, and Dental) with a variety of PPO & HMO plans and a flexible spending account
• 401(k) Retirement Plan
• 100% Paid Life and Long-Term Disability Insurance

The “Extras”

• Remote Work: Join a flexible, effective remote team and work where you’re comfortable- literally anywhere! We’ve had Zipliners join us from vans, RVs, sailboats, and AirBnBs around the globe.
• Computer accessories and office setup: There’s a science to being effective at home and we help you get there with the right equipment and accessories that you need.
• Company off-sites: Most years we come together (IRL!). Past retreats were held in Santa Cruz, New York, Mexico City, Puerto Vallarta, and Costa Rica.
• Education stipends: We believe in perpetual learning! If there’s a class that you want to take or a book that will help you expand your horizons, we’ll support it, as long as it fits within our team budgets.
• Coffee Stipend: To encourage breaks and a change of scenery, we provide a small stipend each month to get you out of the house and relax at your favorite coffee spot.

A note on our Flexible Time Off Policy - We don’t have a set number of “Days Off” at Zipline, and instead Zipliners request time off when and as they need it, under a Flexible Time Off Policy. Each request is then reviewed by your manager and a decision is made with all of the appropriate business considerations accounted for. Typically, we see Zipliners using 15-25 days per year, and it’s important to note that time off is not unlimited.

We value diversity of all kinds and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal-opportunity employer and welcome people of all different backgrounds, experiences, abilities, and perspectives.

Got More Time, here’s more about Zipline!

How do we work? Remotely. We have been 100% remote since the company was founded. We come together as a company every week for our Wednesday Socials, where the topic can be a classic “Standup” format, a micro-learning around burnout and mental health, followed by discussion, or silly trivia…and anything in between! Some Fridays, we come together to learn from each other. One week it might be about opossum rescue. Another week it might be an update on our product roadmap or the results of our customer satisfaction survey. We are all expert Zoom navigators, and love the freedom of working from anywhere, using technology to connect.

With Zipline, retail employees feel more connected, understand the role they play in the brand’s mission, and feel good about the work they’re doing. This is important to us because retail is one of America's most populous workforces but also one of the most underserved. Through Zipline, we can touch on one in four American workers whose jobs and needs are often underrepresented.

We have made incredible progress but changing the industry is hard. We are well funded by leading venture capital firms like Emergence Capital and ready to scale. We need your help to improve how this 4.4 trillion dollar industry communicates with its store employees. Cumbersome, slow, and inefficient systems should not be the status quo. Help us retool retail, and Keep Today on Track™