Principal Client Onboarding & Implementation Manager

Ometria•New York, NY

2h•Remote

About The Position

Ometria is a Customer Data and Experience Platform designed for retail marketers to achieve sustainable growth. The platform unifies data, provides customer insights, and enables the creation of personalized experiences across various channels like email, mobile, on-site, social, and direct mail. Ometria is trusted by leading retail brands such as Brooklinen, Davines, Steve Madden, and Sephora, and employs over 120 individuals across North America and Europe, having secured $75m in funding from investors. The Principal Client Onboarding & Implementation Manager reports to the VP of Professional Services and serves as the most senior post-sales technical delivery resource in North America. This role involves owning the complete onboarding and integration process for Ometria's largest and most complex enterprise clients, which include multi-market retailers with unique integration needs and numerous internal stakeholders. The manager will oversee project delivery from initial scoping and planning through to go-live and beyond, collaborating closely with the North American Customer Success, Sales, and Solutions Architecture teams, and partnering with the Professional Services team in EMEA. This position is suited for an individual who is equally adept at engaging with CTOs and managing intricate data integrations, aiming to establish the benchmark for enterprise delivery in the US and significantly contribute to the evolution and refinement of Ometria's Professional Services practice as the company expands.

Requirements

7+ years of technical project management experience in an enterprise SaaS organisation, with a track record of delivering complex integrations for large, multi-stakeholder clients — ideally in retail, ecommerce or MarTech
Technical depth — you have a strong working knowledge of APIs, data feeds and system integrations, and can hold your own with technical stakeholders. You can debug, document and communicate technical requirements clearly without losing the client
Stakeholder gravitas — you're credible and comfortable with senior commercial and technical stakeholders alike. You know how to hold a constructive conversation when priorities conflict and how to drive urgency without damaging relationships
Project management rigour — your plans are detailed, your risk logs are accurate and your clients always know where things stand. You don't let things drift
Retail and ecommerce fluency — you understand how retailers are structured, how their tech stacks work and what they ultimately care about. You can translate platform capabilities into commercial outcomes
Organised and accountable — you manage a complex portfolio without dropping balls. Your documentation is thorough, your stakeholders are informed and your delivery record speaks for itself
A collaborator who operates independently — you're part of a global team but you're the only PS person in your region. You know when to reach out and when to get on with it

Responsibilities

Own enterprise project delivery end to end
Lead onboarding and integration projects for our most complex North American enterprise accounts, managing all internal and external stakeholders to agreed timelines and deliverables
Create and maintain detailed project plans that account for the complexity of multi-market, multi-stakeholder environments
Proactively identify and manage risks throughout the project lifecycle, escalating where needed and resolving blockers before they become client issues
Ensure every integration solves the client's agreed use cases and that all custom-built work is fully documented with clear alerting and maintenance in place
Build and maintain strong relationships with both technical stakeholders (CTOs, Directors of Digital, tech agencies) and commercial stakeholders (CMOs, Marketing Directors) at enterprise level
Lead client meetings with clear agendas, structured talk tracks and timely follow-up
Set and manage expectations clearly throughout — on timelines, deliverables and communication cadences
Provide regular, accurate visibility on project status and client sentiment to the VP of Professional Services and the wider CS and Sales leadership
Act as the primary PS contact for the North American CS, Sales and Solutions Architecture teams, providing technical project expertise and joining client conversations when needed
Work closely with the EMEA Professional Services team, contributing to shared processes, documentation and knowledge
Feed client and delivery insights back into the product and engineering teams to help shape how we develop and improve the platform
Take ownership of reviewing and improving delivery processes, documenting changes and measuring their impact
Contribute to how we onboard, train and develop the wider PS team
Share your experience and approach generously. Collaborate with Product to ensure we deliver best-in-class integrations, channelling feedback from the field into roadmap decisions