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Senior Implementation Success Manager



Boston, MA, USA · Durham, NC, USA · Boston, MA, USA · Massachusetts, USA · North Carolina, USA · Durham, NC, USA
Posted on Tuesday, July 2, 2024

Our Guiding Stars are the values at the heart of our organization that drive everything we do. We are committed to creating meaningful change not only in our industry but also in the communities we engage with. If our Guiding Stars resonate with you, we encourage you to consider joining our team.

  • Drive Results: We think big, work smart, and execute fast to transform the future of commerce
  • Cultivate Belonging: We welcome diverse backgrounds and experiences, driving positive change through inclusion and teamwork
  • Champion Customers: We go the extra mile for our customers to help them unlock their full potential
  • Adapt Boldly: We’re curious and innovative, we take risks and grow from our failures

The Opportunity:

We are looking for a new addition to our Customer Success team in Boston, MA, Durham, NC, or the New York Metropolitan area. This is a critical role for commercetools and for our customers and their efforts to launch their leading e-commerce solutions to production. This is a great opportunity to influence a diverse set of customers and stakeholders and drive tangible success.

As a trusted advisor, you will act as the implementation program counterpart to customer stakeholders delivering on their e-commerce solutions. You will guide customers and system integrators through implementation toward value realization through the successful use of our products in the shortest time possible. You will be part of our customers’ decision-making process as it relates to their implementation, covering their technical architecture, products leveraged, project methodology, and timeline.

As the first Implementation Success Manager, you will be hands-on and will drive the core Implementation Success function. You are able to separate what's important from what's urgent and find the best path forward among multiple scenarios, earn the trust of stakeholders, and improve the efficiency of our cross-functional organization.

Your Mission:

  • Undertake discovery and use your expertise to consult with the customer and advise on suitable solutions for their needs, confidently drawing examples and comparisons based on experience so that you can pre-empt potential challenges
  • Formulate best-practice implementation strategies for our customers by creating a blueprint and where required incorporate the customer's vision and goals in an actionable and trackable plan that follows the appropriate project management methodology
  • Leverage your e-commerce, technology, and business acumen to understand and anticipate business and technical requirements and, with this, guide the required architecture by clearly articulating product value
  • Partner with the customer and system integrators to recommend changes, decide on tradeoffs, clarify dependencies, and prioritize
  • At a senior level, you will lead steering committees as well as track the progress of the program day to day
    • Manage any issues that arise during the implementation including product bugs, blockers as well as program risks, and you will provide supporting mitigation strategies
  • You will be responsible for a portfolio of programs and own the communication and documentation of project status
  • From your unique position working closely with the largest customers, you will serve as an important advocate for customer needs, relaying information back to sales, product organization, support, and others
  • Work with the wider Customer Success team to upsell client engagements where appropriate
  • Provide governance and stakeholder management, be the point of contact for all escalations, and provide clear visibility to client and internal stakeholders on the progress of work

What you need to succeed:

  • Must have the ability to undertake rigorous discovery across senior and tactical customer teams
  • Sufficient technical expertise to communicate business requirements in technical language to engineers and help resolve business blockers
  • 5+ years of experience in technical consulting, project management and/or solutions architecture
  • Recent and relevant retail or e-commerce experience is required
  • Experience in at least one commerce implementation, either with commercetools or a comparable solution
  • A blend of business and technical knowledge to work with the different types of customers
  • A confident and convincing appearance with a high degree of customer orientation
  • Willingness to travel (approx. 10%)
  • Very good communication and presentation skills
  • Structured and effective working style, both independently and in a team
  • Team player who loves to work in an international and growing tech company with onsite as well as distributed team members across the globe

We care about your Growth and Well-being

💰 Competitive compensation package: Generous compensation structure consisting of salary, competitive stock option package, various benefits and perks

☀️ Remote Work: Up to 60 days/year from a country different from your base country

💻 Open Learning & Development Budget

📚 ct Academy: Regular internal training sessions

🙌 Our Benefits: Check them out here

⌚️ Flexibility: Morning person or night owl? We believe in outcome and motivated employees

🚀 Mindset & Growth: A diverse workspace with an open, international culture & learning environment

Are you ready? Come grow with us!

🔍 Are you looking for something else? Check out our Career Page and our Website for more information.

We are all different and that is what makes us stronger! We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company better.

commercetools celebrates being a diverse environment and is proud to be an equal opportunities employer. If your professional profile aligns with our specific hiring requirements and company culture, then we encourage you to apply. We will assess your competencies, future potential, approach to learning and self-development and passion, and not your age, color, national origin, religion, gender, gender identity or expression, sexual orientation, familial status, genetics, or disability.

US Pay Range
$130,000$180,000 USD