Senior Implementation Manager (Europe) Customer Success · Munich Office & DE remote
고객 성공정규직시니어 · 5년 이상
parcelLab에서 Senior Implementation Manager를 채용합니다. 주요 고객의 SaaS 온보딩을 기술적으로 총괄하며, 이커머스 및 물류 도메인 지식을 바탕으로 솔루션을 최적화하는 역할을 수행합니다. 5년 이상의 프로젝트 관리 경험과 스크립트 언어 활용 능력이 필수입니다. 유연한 근무 환경과 다양한 커리어 성장 기회를 제공합니다.
Customer Success Munich Office & DE remote
parcelLab, the leading Operations Experience Management platform, is growing internationally! We're looking for the best talent from across the world to help us bring people and brands closer together.
We are looking for a full-time Senior Implementation Manager based out of Munich or London to join our global Customer Implementation team.
The Implementation Team is parcelLab's powerhouse and plays a vital role in making sure our clients start using parcelLab as quickly and efficiently as possible. The successful implementation of parcelLab is the start of building long-lasting relationships with our customers and we're pretty good at it too, we have industry-leading customer retention, and we only want that to improve! As a member of the team, you will be working with some of our largest, most complex and global clients and across nearly all of our internal teams to ensure success!
You'll be the technical owner of the customer's onboarding experience, guiding them to uplevel their Post-Purchase Operations Experience. You can expect to work with leading brands from various industries and based across Europe
Your colleagues, from Customer Success and Solution Consulting, agree on the commercials with the customer and develop the onboarding scope and targets with you.
You gather a deep understanding of the customer's goals and requirements, thus ensuring to guide them on implementing a successful and lasting solution. You'll get to know their e-commerce setup, how their customer service operates, and how their logistics & fulfilment is set up
Time for the technical integration: You define how the required data is transferred and guide the customer on ingesting the data the best way
You will work with leading AI tools to support you in the implementation process
You are configuring our solution to fit the defined outcomes. By providing guidance and training, you show them how to maintain the solution themselves, but for the initial set up you want to guarantee maximum success. Therefore, you define the rules in our solution, you'll advise the customer on communication flows, and you'll review and adapt the templating to make sure everything's up to our high standards
The definition of the rules is an elemental puzzle piece: with parcelLab's infinitely flexible trigger engine, you'll be able to customise this exactly to our customer's needs.
During the whole project, you'll help customers with their questions about features but also proactively recommend best practices, functionalities and enable them on our built-in AI tools
Our Customer Team is vital to our ongoing success, therefore you are proactively and reactively identifying possibilities to develop our product further. When handing those opportunities over to the Product Team, you demonstrate the business value of the opportunity and also are able to communicate effectively about technical aspects
You are working closely with our internal teams (Carrier Team, Product & Engineering Team, Customer Team) to delegate and manage complex requirements to meet the customer's expectations
5+ years of experience in Implementation, Onboarding or Technical Project Management for SaaS products
Outstanding experience in project, stakeholder and expectation management. You are known for your diligence for endeavours both big and small
AI & Tech-savvy and interested in learning new technical skills
Basic understanding of a scripting language, like JavaScript, Python or Bash, and ideally HTML. However, the Customer Engineering team is supporting to do the heavy technical lifting
Understanding of how e-commerce and last-mile logistics work. You don't need to be an expert yet, but you will definitely have to become one
Data-driven mindset: both in supporting customers in their decisions, but also in demonstrating your own contribution.
Fluent in both written and spoken English and German is a plus
🧠 Plenty of room for your own ideas...space to try, fail and learn!
🛳 Comprehensive 30-60-90 day onboarding plan in place from the very first day to help you integrate seamlessly with the rest of the company and understand new responsibilities
🏝 As a digital-first company, you choose whether to work entirely from home, in one of our offices or a mix that suits you. Not close to one of our offices? No problem! Find yourself a co-working space instead, and we'll pay
🪴 Make use of our home office set-up budget to get kitted out (a spacious desk, comfy chair, some houseplants, or great tech accessories!), and all this alongside the latest MacBook or PC
🚀 Career development opportunities, including our Leadership Development Program and our Future Leaders Program, as well as online language courses, available budgets for further training and access to LinkedIn Learning
🧘🏽♀️ Stay grounded with our free meditation, mindfulness and coaching sessions via our mental wellbeing platform nilo.health
🎉 Regular company retreats, parcelLab events (in-person and online), local and regional meet-ups, as well as team off-sites
🌏 Be part of a motivated, diverse and international team made up of over 34 different nationalities; and with a five-star rating for company culture and employee experience on Glassdoor, you'll love working here!
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.
With offices in Munich, London and Boston, we have been highlighted by the Financial Times as one of the fastest-growing technology companies in Europe in 2021.
It's all in a day's work for us:
Monitor over six million shipments per day
Now actively managing operations experiences in 153 countries across the globe
Send around thirteen million pro-active, personalized, event-driven emails
Shipping data comes from more than 150+ carriers worldwide, including DHL, FedEx & DPD
Creating over 40 million reasons for people to fall in love with brands each day
For brands, that means more chances to create relationships that last. And for the people that buy from them, it means turning mundane operational moments into moments of joy.
parcelLab is an Equal Opportunities Employer. We live the motto always joy, always team, always equality, which means we celebrate diversity and do not accept any form of discrimination or harassment. We believe that diversity enriches our employee experience and allows each of us to deliver the best work possible.
Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, disability status or other lived experience.
Department
Customer Success
Role
Implementations Manager EMEA
Locations
Munich Office & DE remote
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, Puma, Lidl, Farfetch and Nespresso.
Customer Success Munich Office & DE remote
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