Implementation Team Manager
Marketplacer, Australia

Marketplacer is a global SaaS company which enables our customers to create all types of marketplaces. We are recognised as one of the world’s leading providers of online marketplace software.

We are growing fast and need an experienced Customer Onboarding Manager who is ready to manage to a team and is accountable for the successful onboarding and implementation of Marketplacer customers. In this role, you will lead a small team of Customer Onboarding Specialists, providing support, management and leadership. You will also lead, develop and implement new processes and best practices for the team and onboarding program.

Requirements

What you will be doing:

• Manage large implementation projects with customers and their partners, providing guidance on platform functionality and implementation best practice recommendations
• Manage both technical and relationship escalations from the customer, ensuring appropriate client communications and internal Marketplacer stakeholder involvement
• Act as an escalation point to the onboarding team, guiding and assisting the team to overcome challenges
• Conduct post-implementation reviews and share learnings for continuous improvement
• Assist with developing improvements to the Customer amp; Partner onboarding and enablement function globally and implementing efficient and scalable processes
• From time to time assist Sales and Pre-sales with scoping and presenting customer implementation programs that meet customer needs

What you will have:

• At least 5 years experience in a digital role such as Customer Onboarding / Implementation in a SaaS company, Digital Project Management, E-Commerce Manager or similar
• Experience in leading a small team
• Experience with e-commerce platforms such as Shopify, Commerce Cloud, or Magento, highly regarded
• Knowledge of APIs is highly regarded
• Ability to convey complex and sometimes technical concepts to non technical customers
• Confident at facilitating meetings and workshops
• Knowledge and experience using Markdown and HTML is an advantage

Benefits

What you'll get:

• A culture of smart, fun and values driven people, where everybody’s voice matters
• Real flexibility, work from home or our cool offices in the CBD - it’s up to you!
• You’ll be provided with a top-of-the-line laptop of your choice (MacBook, Dell XPS, etc) and any software that you need to do your job.
• Wow factor team events and an e-learning platform with over 80,000 courses
• Plenty of autonomy and opportunity to grow, regular check ins with your manager

Job Rewards and Benefits