Implementation Manager USA

At parcelLab , we’re reshaping how the world’s leading brands manage the post-purchase experience.

Our post-purchase platform helps companies like John Lewis, Chico's, Yeti, AllSaints, and others transform every touchpoint into moments that drive customer engagement, build loyalty, and create customers for life.

We are looking for a full-time Implementation Manager 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!

What you can expect:

• A new or existing customer wants to uplevel their Post Purchase Experience. Your colleague, the Customer Success Manager, agrees on the commercials with the customer and briefs you on onboarding scope and targets. Not all customers start with us for the same reason.

• Together you create a detailed launch plan and present it to the customer

• You take ownership of the customer’s success in this project, gather a deep understanding of their goals and requirements. 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 partner up with the Solution Engineering team in order to define how data is transferred and how our solution will ingest the data the best way

• Having put all the relevant pieces in place, you start configuring our solution to fit the customer’s goals. They will be able to do this themselves as well, but for the initial set up you want to guarantee maximum success. Therefore, you define the rules in our solution (when is what message sent), 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 customize this exactly to our customer’s needs. Your trigger design is not only informed by the understanding of our system but also how the carriers run their own processes

• During the whole project, you’ll answer customer’s questions about features but also proactively recommend best practices and functionalities

• Our Customer Success 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

What you need to succeed:

• 3+ years of experience in Implementation, Onboarding or Technical Project Management for SaaS products.

• Outstanding experience in project, stakeholder and expectation management and are known for your diligence for endeavors both big and small

• Tech-savvy and interested in learning new technical skills

• Basic understanding of a scripting language, like JavaScript, Python or Bash, and ideally HTML. However, you will have a Solutions Engineer 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. At parcelLab, we work with KPIs and adoption targets.

• Fluent in both written and spoken English

Why join parcelLab:

• You’ll join a passionate and collaborative global sales team with plenty of room to grow
• Competitive salary + commission + benefits
• Exposure to high-growth accounts and verticals
• A culture that values creativity, experimentation, and ownership

Perks & Benefits:

🧠 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

🏝 Equipped with the latest MacBook or PC, 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 help cover the costs

🚀 Career development opportunities, including our Leadership Development Program and our Mentorship 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 TELUS.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 25 different nationalities; and with a great rating for company culture and employee experience on Glassdoor, you’ll love working here!

About parcelLab:

parcelLab’s platform unifies every touchpoint from customer conversion, order tracking, delivery, returns, and engagement into one seamless ecosystem that not only reduces friction but actively drives repeat purchases, transforming post-purchase into a competitive advantage.

It’s all in a day’s work for us:

• Monitor over six million shipments per day
• 175+ countries across the globe use our tracking pages
• 1000+ brands use parcelLab for their post-purchase experience
• Shipping data comes from more than 350+ carriers worldwide, including DHL, FedEx & DPD
• 150+ employees around the globe, driving innovation together

Equal Opportunities:

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.

Come be part of our growth – contribute your ideas and share in our success as we continue to improve the post-sales customer journey for millions of people every day.