Senior Implementation Manager; Europe Customer Success · London Office & UK remote

parcel

Lab, the leading Operations Experience Management platform, is growing internationally! We're looking for the best talent from across the world to help us bring people and brands closer together.

We are looking for a full-time Senior Implementation Manager based out of Munich or London to join our global Customer Implementation team.

The Implementation Team is parcel

Lab's powerhouse and plays a vital role in making sure our clients start using parcel

Lab as quickly and efficiently as possible. The successful implementation of parcel

Lab is the start of building long‑lasting relationships with our customers and we're pretty good at it too, we have industry‑leading customer retention, and we only want that to improve! As a member of the team, you will be working with some of our largest, most complex and global clients and across nearly all of our internal teams to ensure success!

• You’ll be the technical owner of the customer’s onboarding experience, guiding them to uplevel their Post‑Purchase Operations Experience. You can expect to work with leading brands from various industries and based across Europe.
• Your colleagues, from Customer Success and Solution Consulting, agree on the commercials with the customer and develop the onboarding scope and targets with you.
• You gather a deep understanding of the customer’s goals and requirements, thus ensuring to guide them on implementing a successful and lasting solution. You’ll get to know their e‑commerce setup, how their customer service operates, and how their logistics & fulfilment is set up.
• You define how the required data is transferred and guide the customer on ingesting the data the best way.
• You will work with leading AI tools to support you in the implementation process.
• You are configuring our solution to fit the defined outcomes. By providing guidance and training, you show them how to maintain the solution themselves, but for the initial set up you want to guarantee maximum success. Therefore, you define the rules in our solution, you’ll advise the customer on communication flows, and you’ll review and adapt the templating to make sure everything’s up to our high standards.
• The definition of the rules is an elemental puzzle piece: with parcel
  
  Lab’s infinitely flexible trigger engine, you’ll be able to customise this exactly to our customer’s needs.
• During the whole project, you’ll help customers with their questions about features but also proactively recommend best practices, functionalities and enable them on our built‑in AI tools.
• Our Customer Team is vital to our ongoing success, therefore you are proactively and reactively identifying possibilities to develop our product further. When handing those opportunities over to the Product Team, you demonstrate the business value of the opportunity and also are able to communicate effectively about technical aspects.
• You are working closely with our internal teams (Carrier Team, Product & Engineering Team, Customer Team) to delegate and manage complex requirements to meet the customer’s expectations.

• 5+ years of experience in Implementation, Onboarding or Technical Project Management for SaaS products.
• Outstanding experience in project, stakeholder and expectation management. You are known for your diligence for endeavours both big and small.
• AI & Tech‑savvy and interested in learning new technical skills.
• Basic understanding of a scripting language, like JavaScript, Python or Bash, and ideally HTML. However, the Customer Engineering team is supporting to do the heavy technical lifting.
• Understanding of how e‑commerce and last‑mile logistics work. You don’t need to be an expert yet, but you will definitely have to become one.
• Data‑driven mindset: both in supporting customers in their decisions, but also in demonstrating your own contribution.
• Fluent in both written and spoken English and German is a plus.

• Plenty of room for your own ideas... space to try, fail and learn.
• Comprehensive 30‑60‑90 day onboarding plan in place from the very first day to help you integrate seamlessly with the rest of the company and understand new responsibilities.
• As…