Implementation Manager

Zipline is a well-funded and quickly growing SaaS company that works with many of the world’s top retailers across many industries. We have best-in-class NPS and CSAT scores, and our customers rave about us. Plus, we are a fully remote company with employees all over Canada, the United States and beyond!

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

Compensation:
At Zipline, we're committed to paying our team fairly, transparently, and in a way that supports growth. This role has a minimum annual salary within Canada of $94,400 CAD and a maximum of $141,600 CAD. This role has a minimum annual salary in the USA of $100,000 and a maximum of $150,000 USD.

The broad salary ranges reflect the growth someone will experience in the role—from developing skills to reaching expertise within their career level. We’ve found that hiring team members with the expectation of being accomplished in the role sets them up for success, which for this position on the USA band means a starting salary of $112,500 USD Within the Canadian band, $106,200 CAD.  Salaries below this point typically reflect someone with potential but still building the necessary skills, while salaries above are for individuals already excelling in the role, with a deep understanding of Zipline’s impact on customers, product, and company.

At Zipline, you’ll continue to have career development conversations with your manager to ensure your compensation grows as you advance.

Our salary ranges are determined by market, factoring in our revenue and employee size, paying competitively at the 75th percentile.  In higher cost of living markets, we apply 5-10% multipliers on our ranges, depending on the location, to maintain competitive compensation and reflective of the increased expenses our team members face in those areas. While we primarily hire in Canada and the USA, we are a global employer, and all hiring regions will use the same methodology to determine fair and transparent pay.

Transparency is key to building trust in our compensation process. To better understand how this range is determined, we encourage you to ask as many questions as you'd like about compensation during the interview process to ensure clarity and confidence.

What’s in it for you:

• Remote-first culture: Join a high performing, fully remote team and work where you're comfortable
• Stock Options: Get meaningful ownership in a fast-growing, venture-backed company shaping the future of retail.
• Time off: We believe rest fuels great work. Our flexible time-off policy gives you the freedom to take the breaks you need, when you need them—whether it's a long weekend or a well-deserved vacation. We’ll also give you a monthly coffee-shop stipend to switch up your workspace and get inspired outside the office. And when you’ve been with us for five years? You’ll earn a fully paid one-month sabbatical to truly unplug and reflect—we call it a thank-you for your impact and dedication.
• Benefits: World-class medical, dental, and vision policies.
• Team Connection: Annual company off-sites in fun locations. We've done New York, Costa Rica, Whistler, Palm Springs, San Diego, and Mexico City.
• Volunteering:  Every quarter, Zipliners get a paid day off to volunteer for a nonprofit of their choice.
• Learning: We support continuous learning and provide unlimited access to our Udemy Business account
• Great humans, great work: Work with kind, collaborative teammates who care about doing meaningful work and making a real impact.  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.

Want to learn more about how we work?

We may be remote, but we’re anything but disconnected. Zipline is a thriving, dynamic team spread across the globe—collaborating, innovating, and having a blast along the way.

Zipliners work from all over—vans, boats, Airbnbs, and everything in between. No office? No problem. Our culture still feels like one big hug.

Even though we’re distributed, we make space to connect—whether it’s our weekly all-company social or gathering in person at our yearly retreats. We’re building something meaningful together, and we’re glad you’re considering being a part of it.
We can’t wait to meet you!