Senior Implementation Manager

As an Senior Implementation Manager, you will be responsible for guiding our Mid Market and Enterprise customers through one or more of Yotpo’s product setups, including: building initial program strategies or campaigns, integrations, training, testing, and project management. We are looking for motivated team members who have strong communication and project management skills, a passion for delivering success, and an interest in problem-solving with a solutions oriented mindset.

What you’ll do

• Responsible for guiding customers through one or more of Yotpo’s products setup, training, and initial program launch
• Consistently onboarding complex accounts with exemplary customer experience, efficiency, and proactivity
• Demonstrates strong communication skills internally and externally, is able to tailor communication to different stakeholders within an organization (day to day POC through C-suite), and offers high touch service when required
• Strategic problem solver who can grow and optimize the Yotpo onboarding experience and process for our most strategic upmarket merchants
• Manage escalations independently and thoughtfully, developing a plan of action and engaging external parties only when appropriate
• Act as liaison and champion between customers and Yotpo leadership team (Product, Partners, Marketing, Sales, Delivery, Customer Success) to actively identify roadblocks and solutions during onboarding
• Proactively identifies potential challenges and recommends viable solutions to internal challenges or roadblocks to ensure all stakeholders are working in lock-step on top accounts and escalations
• Ensure all customers complete the required technical setup efficiently and according to project plan and timeline
• Mentors new team members across the GTM org and contributes to the development of best practices, resources, and training across the team

What you bring

• 3+ years of successful experience in client management/implementation/strategy/consulting
• Excitement and enthusiasm tackling complex, cross-functional challenges and operating in ambiguity
• Self-starter who is as comfortable working on their own as well as part of a wider team
• You have an advanced understanding of SaaS, explaining value narratives to client stakeholders, and complex integrations
• Experience working with large, strategic brands
• You’re an excellent relationship manager and excel talking to VP- and C-suite leaders
• Ability to collaborate effectively with cross-functional teams, including Sales, Partners, Product and Delivery
• You can effectively project manage and create organized plans that ensure customer success post-onboarding

About Yotpo:

• Company sponsored RRSP matching.
• 100% coverage of additional benefits programme.
• Equity in options.
• Individualized career development, rewards and recognition.
• Wellness and philanthropic programming and events.
• We are working in a hybrid capacity, spending 3 days per week in our Toronto office.
• Learn more about our Recruiting Process.

Yotpo’s employee-centric culture has consistently earned us coveted spots on Built In’s Best Places to Work lists in both NYC and Austin and Mogul’s Companies with Most Inclusive Benefits over the years. Directly inspired by employee feedback, we create opportunities to bring our teams together. Yotpo programming includes team events, educational fireside chats, end of year celebrations, affinity groups and partnerships.

Yotpo is for everyone, and we’re committed to anti-racist work. We welcome and employ people regardless of race, color, gender identity, religion, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. We are proud to be an equal opportunity employer, where your voice is heard and your perspective is encouraged. Come join us and help us build a global company where we're all proud to belong.