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Customer Implementation Manager - Team Leader (12 Months Contract)

4 weeks, 1 day ago
Canada
Contract
Lead
Customer Success Manager
Project and Program Management
Apply Now
Swapcard

Swapcard

Swapcard is a top event and community platform providing AI-powered all-in-one event management solutions for in-person and hybrid events, fostering networking and community building.

Professional Services
251-1K
$5M raised
View All Jobs 6

Description

  • Lead, coach, and organize the day-to-day work of the CIM team, including priorities, workload balance, and execution across active projects.
  • Validate quotes against scope and ensure services are accurately defined and aligned with client expectations.
  • Oversee complete handovers before kickoff by verifying key information from Sales or CAMs.
  • Drive delivery efficiency and improve turnaround times without compromising quality.
  • Manage project allocation and prioritization within the region.
  • Support activation and integration of the Exhibitor Marketplace during setup phases.
  • Develop team capability through coaching, structured learning plans, and hands-on support toward a consulting-led delivery model.
  • Own the CIM performance management cycle, including goals, KPI reviews, feedback, and corrective actions.
  • Collaborate with Sales, CAMs, Solution Design, Marketing, and Product to align service positioning, proposals, client journeys, and feature adoption.
  • Partner with leadership on business performance reviews, efficiency tracking, and margin optimization.

Requirements

  • Strong background in implementation, consulting, or solution delivery, ideally in a SaaS or event tech environment.
  • Proven experience managing a team of implementation or consulting professionals, ideally 5 to 10 people.
  • Experience managing complex project portfolios.
  • Ability to coach technical or consulting teams and develop talent through accountability and operational discipline.
  • Strong business acumen with the ability to connect delivery quality to margin, charge per day, and utilization.
  • Skilled in stakeholder communication, process design, and performance tracking.
  • Ability to balance client satisfaction, operational efficiency, and business profitability.
  • Experience using performance data and KPIs to improve service quality and team performance.
  • Preferred experience working in a remote-first, international environment.
  • Experience collaborating with Sales, CAM, Product, and Marketing teams is preferred.

Benefits

  • Remote-first work policy with full remote opportunities.
  • Generous paid time off.
  • 100% of health insurance contribution paid by Swapcard.
  • Work-from-home budget for equipment.
  • Co-working space budget to support remote work.
  • Learning budget for professional development.
  • Mental health care initiatives.
  • In-person social gatherings and a supportive international team environment.

Interested in this position?

Apply directly on the company website

Apply Now

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