Implementation Manager, Remark

• 3+ years of experience in customer success, consulting, analytics, strategy & operations, or other data-driven roles
• Strong communication and relationship-building skills, with the ability to guide brands through the onboarding process and set clear expectations
• Highly organized and detail-oriented, able to manage multiple onboarding timelines and track progress efficiently
• Ability to problem-solve and proactively address challenges, ensuring a seamless onboarding experience for brands
• Experience analyzing customer data and performance metrics using tools such as Excel, Looker, PowerBI, etc. to showcase Remark’s value and improve retention
• Interest in AI and its applications, with a willingness to learn how to fine-tune AI models
• Deep knowledge of online shopping trends and a passion for CPG, wellness and beauty products

Desirable

• We’re looking for an Implementation Manager to own the post-sale onboarding experience, ensuring brands transition smoothly from a signed deal to a fully operational partner on the Remark platform
• This role sits at the intersection of sales, customer success, and analytics—you’ll take over once a deal is closed and guide brands through the onboarding process, ensuring a smooth launch while using data to track progress and optimize performance
• Along the way, you’ll gain hands-on experience training human experts, fine-tuning AI models, and analyzing onboarding metrics to drive better outcomes
• If you love working with customers, solving problems with data, and optimizing processes, this is a rare opportunity to play a critical role in shaping the onboarding experience for innovative e-commerce technology
• Onboard & Educate: Act as Remark’s primary point of contact for leading lifestyle brand accounts from contract signing through go-live, ensuring a smooth and efficient onboarding process
• AI & Expert Training: Assist in fine-tuning AI models, helping to optimize AI-generated responses so that they align with each brand’s messaging & product offering. Create education & training for Remark’s expert network, ensuring they have deep knowledge of each brand’s products and desired tone & messaging for customer interactions
• Strategic Guidance: Conduct check-ins and strategy sessions with merchants during onboarding & the initial implementation to review performance, share insights, and brainstorm ways to boost their KPIs (think conversion rates, AOV, customer retention – all the fun acronyms). You’ll help them plan a path to success and ensure they are using the platform to it’s full potential
• Data-Driven Insights: Dive into usage data and shopping trends to provide merchants with actionable insights. For example, you might analyze a merchant’s dashboard and discover an opportunity to increase sales by tweaking how they use our product guidance widget. You’ll turn numbers into narratives – translating data into “aha!” moments and clear recommendations for our clients
• Hands-On Support: Be a problem-solving hero. When a merchant runs into a roadblock or has a “How do I...?” question, you’re on it. Troubleshoot issues, answer questions, and coordinate with our product and tech teams to squash bugs or implement solutions. Essentially, you make sure no question goes unanswered and no problem goes unsolved
• Voice of the Customer: Advocate for your merchants internally. Gather their feedback and wish-list items that come up during the onboarding process and share these with the product team to help inform our roadmap. If multiple merchants are asking for a new feature or an improvement, you’ll make sure we hear it loud and clear
• Collaborate & Coordinate: Work closely with Sales, Marketing, and Engineering to ensure merchant happiness. You might team up with Sales to identify growth opportunities within existing accounts, or with Marketing to co-create a case study celebrating a merchant’s success. It’s all one big team effort to make our merchants successful and happy