Implementation Manager (US)

parcelLab • Boston, MA

37d • Remote

About The Position

parcelLab, a leading Operations Experience Management platform, is expanding in the US and seeking a full-time Implementation Manager. This remote role, based within the Eastern or Central Time Zones, is part of the global Customer Implementation team, which is crucial for ensuring clients adopt parcelLab quickly and efficiently, laying the groundwork for strong customer relationships. The Implementation Manager will work with key clients and collaborate across internal departments to ensure successful onboarding and integration of the parcelLab platform.

Requirements

• 3-5 years of experience in Implementation, Onboarding, or Technical Project Management specifically within SaaS businesses.
• Outstanding project, stakeholder, and expectation management skills.
• AI- and tech-savvy, with a strong interest in learning new technical skills.
• Familiarity with log management tools (such as Graylog, Kibana, or Splunk) to search, filter, and interpret system/application logs during basic troubleshooting.
• Comfort navigating GitHub and reading API documentation.
• Basic understanding of a scripting language (like JavaScript, Python, or Bash) and ideally HTML.
• Understanding of how e-commerce and last-mile logistics work (or a strong eagerness to master it quickly).
• Data-driven mindset in supporting customer decisions and tracking your own impact.

Nice To Haves

• Experience with parcelLab's infinitely flexible trigger engine.
• Experience advising on communication flows.
• Experience reviewing/adapting templates to high standards.
• Experience enabling customers on built-in AI tools.

Responsibilities

• Serve as the technical owner of the customer's onboarding experience, guiding them to enhance their Post-Purchase Operations Experience.
• Collaborate with Customer Success and Solution Consulting to align on commercial goals and onboarding scope.
• Conduct discovery to understand customer goals, e-commerce setups, customer service operations, and logistics/fulfillment structures.
• Define data transfer processes and guide customers on best-practice data ingestion.
• Configure the parcelLab solution to meet defined outcomes, including defining rules using the trigger engine, advising on communication flows, reviewing/adapting templates, and enabling customers on AI tools.
• Perform light technical triage, including searching error logs in Graylog, navigating GitHub for code references, and consulting API documentation.
• Proactively recommend best practices and identify product improvements, communicating technical business value to Product and Engineering teams.

Benefits

• Plenty of room for your own ideas—space to try, fail, and learn!
• Comprehensive 30-60-90 day onboarding plan from day one.
• Fully remote flexibility within the US (Eastern or Central Time Zones), with a co-working space budget if you prefer working outside a home office.
• Home office set-up budget to get kitted out with a desk, chair, and accessories, alongside the latest MacBook or PC.
• Career development opportunities, access to LinkedIn Learning, and training budgets.
• Free meditation, mindfulness, and coaching sessions via our mental wellbeing platform.
• Be part of a motivated, diverse, and international team.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed