Snapmint - Implementation Manager

Description

Responsibilities

• Own and drive end-to-end implementation projects for enterprise clients, from kickoff to full go-live
• Lead migration projects from competitor platforms, ensuring smooth data, audience, and campaign transfers
• Serve as a strategic partner to customers, helping them translate their business goals into actionable onboarding plans
• Define and track delivery metrics like Time to First Go-Live, Full Go-Live, Customer Happiness Score and others that are required by internal KPIs
• Conduct periodic meetings, provide regular progress updates, and manage customer expectations throughout the onboarding lifecycle
• Collaborate with Product and Engineering teams on feature enablement, integration, and technical problem-solving
• Proactively identify risks and issues, manage resolutions to maintain project timelines and customer satisfaction.
• Contribute to the standardization of implementation processes and creation of documentation/templates
• Gather and relay customer feedback to help improve onboarding and product experience
  

Experience Required

• 4+ years of experience in Implementation Management, Professional Services, or Customer Success, preferably in SaaS or MarTech.
• Proven success leading complex customer onboarding projects, especially data-driven or API-heavy platforms.
• Strong stakeholder management and communication skills, with the ability to influence senior customers and internal stakeholders.
• Experience with project management tools like Rocketlane or Jira or similar
• Ability to juggle multiple priorities and deliver in a fast-paced, high-growth environment
• Solid understanding within the Fintech, Payments, E-commerce, or Financial Services domain
• Data-savvy and technically inclined - able to understand API documentation, data mapping, and integration requirements
• Familiarity with customer engagement KPIs, omnichannel metrics, and onboarding benchmarks Individual contribution role, but a team player who thrives on collaboration, accountability, and continuous improvement