Implementation Manager (US)

parcelLab • Boston, MA

22h • Remote

About The Position

The Implementation Team is parcelLab's powerhouse, playing a vital role in making sure our clients start using parcelLab as quickly and efficiently as possible. Successful implementation is the foundation of long-lasting customer relationships. As a member of the team, you will work with some of our key clients and collaborate across internal departments to ensure complete success.

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

• Our Customer Engineering team is always there to support the heavy technical lifting!

Responsibilities

• Be the technical owner of the customer's onboarding experience, guiding them to up level their Post-Purchase Operations Experience.
• Work with leading brands across various industries in North America.
• Align on commercial goals and onboarding scope by working alongside Customer Success and Solution Consulting.
• Gather a deep understanding of customer goals, e-commerce setups, customer service operations, and logistics/fulfillment structures.
• Define how data is transferred and guide customers on best-practice data ingestion.
• Configure the solution to fit defined outcomes.
• Define rules using parcelLab's infinitely flexible trigger engine.
• Advise on communication flows.
• Review/adapt templates to high standards.
• Enable customers on built-in AI tools.
• Occasionally perform light technical triage.
• Jump into Graylog to search error logs, navigate GitHub to reference code or track issues, and reference API documentation to understand how services communicate.
• Proactively recommend best practices and identify product improvements, communicating technical business value effectively 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