Implementation Manager

Implementation Manager

Toronto, Ontario, Canada  - Permanent

Job Description

We are looking for an Implementation Manager to help accelerate our merchant’s time to value during onboarding and support us into our next phase of growth.

The Implementation Manager will report to the Director of Merchant Success and partner with team members across multiple departments including Merchant Success, Sales, Product, and Engineering to provide our merchants with the guidance and resources to successfully launch their program. Our ideal candidate combines a solutions-oriented mindset with the skills to lead complex technical projects in hyper-growth technology companies or startups.

As an Implementation Manager, you will…

Serve as a dedicated resource to merchants during the onboarding phase of our partnership to ensure a successful launch
Work directly with merchants and their technical teams to provide guidance and resources to implement and optimize Blackcart solutions
Lead regular client meetings to present solutions and key requirements, explain technical implementation tasks, and assign tasks to appropriate stakeholders to meet project deliverables and milestones
Test the implementation workflow alongside the merchant, troubleshoot technical issues and escalate appropriate issues to engineering by writing bug tickets.
Report regularly on the progress of the implementation project, highlighting potential issues and project risks and developing mitigation plans
Partner with our solutions team during the pre-sales process to help design and create a detailed implementation plan
Create merchant-facing resources such as implementation guides and training materials on how to optimize tools
Collaborate with leaders across Merchant Success, Support, Engineering, Product, and Sales to ensure internal and external deliverables and dependencies are well understood and well planned

Must Have Skills:


3+ years of technical project management or implementation experience working with SaaS applications or other software applications
Experience user acceptance testing software and reporting issues
Experience with e-commerce platforms including knowledge of storefront implementation
Ability to work in a highly collaborative environment, multi-task, and participate in team-based planning processes
Track record of successfully planning and executing projects on a timeline
Detail-oriented with excellent writing, communication, problem-solving, organizational, and analytical skills
Agility in finding creative solutions to complex technical problems

Nice to Have Skills:

Familiarity with Shopify and/or other e-commerce platforms
Web API knowledge and experience with front-end web development (Javascript, HTML, Liquid, CSS)
Knowledge of common web development frameworks (e.g. React, Vue)
Prior experience in pre-sales solutions engineering or solutions consulting roles
Knowledge and desire to become a subject matter expert in the e-commerce technology landscape (Shopify, OMS, 3PL, ERP, WMS, etc.)
Experience with working in a high-growth startup environment
Love animals (It’s likely that our CHOs, Chief Happiness Officers – Harvey and Unagi – will be sitting in on your interview!)


Starting: ASAP

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