Customer Implementation Manager, Swapcard
Team Leader, 12 Months Contract
AI-powered virtual & hybrid event platform
Open for applications
AI-powered virtual & hybrid event platform
101-200 employees
Open for applications
101-200 employees
Company mission
To empower human connections and enhance the way people network.
Role
Who you are
- Strong background in implementation, consulting, or solution delivery, ideally within a SaaS or event tech environment
- Proven ability to manage complex project portfolios and coach technical or consulting teams
- Strong business acumen — able to connect delivery quality to financial performance (margin, charge per day, utilization)
- Skilled in stakeholder communication, process design, and performance tracking
- Fluent in balancing client satisfaction, operational efficiency, and business profitability
- Proven experience managing a team of implementation (consultant mindset -5 to 10 people), with a track record of developing talent, structuring delivery processes, and driving performance through coaching, accountability, and operational excellence
- Impact Expectation
- The CIM Team Lead ensures the team operates as a strategic consulting unit — delivering excellence, efficiency, and measurable value
- By elevating the consulting mindset, improving delivery processes, and reinforcing service value in every deal, the CIM Team Lead directly contributes to:
- Higher customer satisfaction,
- Improved delivery margins, and
- A stronger perception of Swapcard’s services as a value-generating function, not a cost
What the job involves
- The CIM Team Lead plays a central role in transforming the Implementation function into a true consulting practice within the Customer Organization
- They guide CIMs in evolving from execution-driven implementers to consultative experts who deliver measurable client success, efficiency, and value
- As part of this transformation, the CIM Team Lead supports the Head of CIM in shifting the team from a cost center to a business unit, focused on efficiency, impact, and margin optimization
- 1. Operational Excellence & Delivery Oversight
- Lead, coach, and structure the day-to-day work of a CIM team, ensuring clarity of priorities, workload balance, and disciplined execution across all active projects
- Validate quotes vs. scope to ensure services are correctly defined and aligned with client expectations
- Guarantee handover completeness before kickoff, verifying all key information from Sales or CAM
- Drive delivery efficiency (aim to deliver in 4 days what was previously scoped for 6, without compromising quality)
- Oversee project allocation and prioritization within their region
- Make sure CIM are actively supporting integration and activation of the Exhibitor Marketplace during setup phases, ensuring clients are guided on how to leverage it to drive engagement and monetization from the start
- 2. Consulting Transformation & Capability Building
- Drive continuous skills development through regular coaching, structured learning plans, and hands-on support, ensuring each CIM progresses toward a consulting, advisory-led delivery model
- Analyze performance data to identify high-engagement CIMs, document their practices, and share learnings across teams
- Promote adoption of best practices and benchmarking to continuously elevate the delivery standard
- 3. Performance Management & Service Value
- Own the performance management cycle for CIMs, including goal setting, KPI review, feedback loops, and corrective action plans to ensure accountability and consistent service quality
- Monitor engagement scores (Gold vs. Silver) to track client performance and satisfaction
- Collaborate closely with Sales, CAMs, and the Solution Design team (SD) to ensure the right service positioning in proposals
- Provide insight and data to support Sales in articulating service value and securing correct pricing
- Validate service proposals for new business opportunities to ensure accurate scoping and profitability
- 4. Cross-Functional Collaboration
- Partner with the Head of CIM on business performance reviews, efficiency tracking, and margin optimization
- Work with Marketing to highlight successful client use cases and best practices
- Share insights with Sales and Product teams to refine offerings and strengthen alignment between service delivery and client needs
- Collaborate with CAM Team Leads to ensure a seamless client journey from setup to adoption and renewal
- Partner with the CAM and Product teams to align on Swapcard new features adoption and revenue strategies
Application process
- Our thorough interview process aims to identify exceptional talent to advance our mission while offering you a chance to explore your career potential at Swapcard
- 1. Screening Interview with a recruiter from our people team
- 2. A remote exercise to demonstrate and assess your skills
- 3. Manager review with your future reporting manager
- 4. Leadership review with one of our department leaders
- 5. Reference check conducted by our people team
- 6. Offer
Our take
Events platform Swapcard is a major player in the events software industry. Impressively adapting to the rise of virtual events, it supplies an end-to-end solution that includes registration, engagement, and networking tools, as well as some novel details like an AI-powered guest matchmaking service.
Acquisitions of MapsPeople and Avolio have seen Swapcard deepen its suite of tools over the years. This is reflective of its approach in positioning itself as a single tech provider capable of handling all aspects of digital, hybrid, and in-person event formats.
Customers like SXSW, Expo Dubai 2020, and Informa are among the high-profile enterprise clients pursuing Swapcard’s services. In a market expected to grow fairly rapidly over the next few years, these players provide a valuable vote of confidence, which suggests a bright future for the company.
Steph
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (2 rounds)
Jun 2018
$4.8m
EARLY VC
Apr 2015
$0.6m
ANGEL
Total funding: $5.4m
Company benefits
- 100% health insurance for all employees
- Coworking budget
- 33 Days PTO
- Learning & development resources
- Work from almost anywhere
- Transport (Country-specific benefits)
- Work-from-home budget
- International team with more than 40 nationalities (and counting)
Company HQ
Sentier, Paris, France
Leadership
Baptiste Boulard
(Co-Founder & CEO)Previously a lawyer at VINCI Concessions and Allen & Overy. Current Member of the Digital Innovation Working Group at UFI.
Damien Courbon
(Co-Founder & COO)Previously an Internal Consultant with Nutricia Medical Nutrition, and went on to work as a Financial Auditor with Deloitte.
Godefroy des Francs
(Co-Founder & CPO)A Business Management and Finance graduate, who went on to hold various project and portfolio management positions, including at BNP Paribas.
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