Product Solutions - Implementation Manager

Sweed

8d

About The Position

Sweed is hiring an individual contributor to improve how customers are implemented on its all-in-one cannabis retail platform. The role combines hands-on ownership of key customer implementations with building more repeatable, automated, and scalable implementation systems. The position sits within the Implementation team in Customer Success and works closely with Implementation Managers, Customer Success Managers, product, and engineering teams.

The Implementation Manager will understand customer operations across POS, eCommerce, inventory, compliance, and marketing; lead working sessions and product training; investigate workflow and product issues; and deliver smooth go-lives and handoffs. Insights from customer work will be translated into clear product requirements, process improvements, automation opportunities, reusable playbooks, configuration standards, and product feedback. The role also manages customer requests and expectations through implementation and follows improvements through adoption and hypercare.

The position requires travel 75% of the time. Sweed describes itself as a global team of over 250 people. The development organization works in cross-functional product teams, while the CEO, account management, and customer success teams are based in the United States.

Requirements

• Experience as a Business Analyst in a product development environment, or as a Product Manager or Product Owner with strong analytical skills.
• Direct experience working with external B2B customers to understand processes, investigate problems, discuss requirements, and manage expectations.
• A builder’s mindset, including noticing friction and designing systems, automations, and processes to remove it.
• Strong analytical and structured thinking, including the ability to clarify ambiguous requests, understand business logic and data relationships, identify contradictions, and write clear requirements.
• Experience working with product and engineering teams through implementation and validating outcomes with users.
• Strong customer communication skills, including building trust, leading productive conversations, handling disagreement, and explaining alternative approaches.
• Technical fluency to investigate software behavior, work with data and configuration, discuss issues with engineers, and recognize when specialist support is needed.
• Curiosity and ability to learn a complex platform across multiple functional areas.
• Reliable ownership, including prompt responses, tracking commitments, following up, and making risks and blockers visible.
• Ability to travel 75% of the time.
• Strong spoken and written English, including the ability to lead customer meetings and write clear documentation.

Nice To Haves

• Experience with retail software, POS, eCommerce, inventory management, or other products supporting complex business operations.
• Experience in cannabis or another regulated retail industry.
• Hands-on experience with automation or low-code tools, scripting, SQL, or data analysis.
• Proficiency in Python.
• Experience improving customer workflows or building implementation playbooks.
• Familiarity with APIs, integrations, and data flows.
• Experience leading customer workshops or conducting onsite discovery.

Responsibilities

• Own the implementation of key customers by understanding operational needs, leading regular working sessions, delivering product training, and clarifying commitments and next steps.
• Work with users and business stakeholders to understand customer operations, observe workflows remotely and onsite, and identify process and product-usage improvements.
• Investigate workflows and product behavior to distinguish configuration issues, training needs, defects, and functionality gaps; resolve issues where possible and engage appropriate teams when needed.
• Map the implementation process end to end and identify manual, repetitive, or error-prone steps that could be improved through automation, tooling, or templates.
• Create repeatable implementation playbooks, configuration standards, and best practices based on lessons from customer launches.
• Translate customer needs into clear requirements, including the underlying problem, business impact, user scenarios, business rules, and expected outcomes; validate assumptions and resolve inconsistencies.
• Manage customer requests and expectations before CSM handoff by maintaining a structured account backlog, assessing requests, exploring existing capabilities and alternatives, and explaining decisions and tradeoffs.
• Represent implementation needs with product and engineering teams, refine solutions and prototypes, follow changes through development, and keep customers informed about progress and dependencies.
• Identify recurring issues across accounts and turn customer findings into improvements for the broader platform and future implementations.
• Present improvements to customers, support adoption, and use hypercare to confirm that solutions address the original problems.
• Deliver a smooth, high-satisfaction go-live with strong customer engagement, minimal post-implementation follow-up, and an effective handoff to the CSM team.

Benefits

• Opportunity to define and build a first-of-its-kind role.
• Work that contributes to automations, playbooks, and product improvements affecting future customer experiences.
• Direct customer collaboration and visibility into the impact of the work.
• Involvement throughout the customer journey, from problem identification through requirements, implementation, and adoption.
• Work across a broad platform and collaborate with multiple product teams.
• Opportunity to help shape a product-informed, practical approach to Customer Success.

What This Job Offers

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