Senior Implementation and Services Manager, Zipline
CA$133-199.5k
Annual salary in the USA: $138,600 - $207,900 USD; + Stock Options
Communications and task management solution
Open for applications
Communications and task management solution
101-200 employees
Open for applications
CA$133-199.5k
Annual salary in the USA: $138,600 - $207,900 USD; + Stock Options
101-200 employees
Company mission
To transform how retail operates by making it easier for employees to do their jobs.
Role
Who you are
- 5+ years of experience in software implementation, professional services, or technical account management, preferably in a SaaS environment and ideally with retail as a vertical
- 2+ years of experience managing teams in customer onboarding, implementation, or technical services
- Preferably, experience in Retail, working with retail customers or in Headquarters
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
- Experience in delivering client-focused solutions based on customer needs
- Ability to manage multiple projects at a time while paying strict attention to detail
- Experience with project management software such as Basecamp, Asana, Jira, etc
- Technical experience delivering integrations such as Single Sign On, SFTP data feeds, and working with API’s
- Proven experience in configuring and managing Jira for implementation projects, including workflow design, dashboard creation, and system optimization to improve project visibility and efficiency
- Ability to quickly learn and adapt to new software platforms
- Has led the creation and review of Statements of Work (SOWs) to support strategic initiatives, ensuring alignment with organizational goals, legal standards, and vendor capabilities
- Proven problem-solving skills and the ability to take a proactive approach to addressing challenges
- Enjoys fostering a positive, collaborative environment and believes work can be both productive and fun
- Self-starter, initiator, strong organizational, presentation, interpersonal and consultative skills a must
- Outstanding listening and writing skills
- A keen ability to translate complex concepts into simple and intuitive communication
- Team player with excellent collaboration skills to build relationships across the company -- both ours as well as our customers
- A strong track record for managing relationships and supporting their onboarding efforts
- Demonstrates work behaviors such as self-motivation, dependability, and dedication
- Highly organized
- PMP certification or equivalent experience
- Familiarity with CRM platform like Salesforce and Catalyst and project management like Jira
- Familiarity with third party systems such as Work Force Management, Learning Management, Customer Experience, and Work Orders
What the job involves
- Our Implementation & Services team is at the heart of that mission, guiding new customers through onboarding, deployment, and adoption while ensuring every rollout is seamless, strategic, and impactful
- The Manager, Implementation & Services leads the teams responsible for both customer onboarding and technical account management. This role ensures that every new customer experiences a smooth Zipline launch — from initial planning and configuration to post-launch optimization — and that their technical solutions are built to scale
- You’ll lead a team of Implementation Managers and Technical Account Managers who work directly with customers to design workflows, configure systems, map business requirements to the system, manage integrations, and deliver outstanding results. You’ll play a key role in shaping how Zipline brings new customers live and continues to support them as they grow
- Lead, mentor, and develop a growing team of Implementation Managers and Technical Account Managers
- Establish clear goals, processes, and best practices to drive excellence across onboarding and technical service delivery
- Establish a strategic vision for opportunities to streamline and automate implementations or parts of the implementation process
- Foster a collaborative, customer-obsessed culture focused on proactive communication, accountability, and continuous improvement
- Partner with senior leadership to forecast team capacity, manage resources, and plan for scale
- Identify areas for improvement and refinement within the implementation process to drive efficiencies
- Explore opportunities for developing further revenue generations streams within the Implementation & Services department
- Oversee all new customer onboarding projects, ensuring successful and timely Zipline launches
- Guide the team in coordinating project tasks, managing timelines, and maintaining clear communication with customers and internal stakeholders
- Ensure project scope and requirements are clearly defined, tracked, and delivered within expectations
- Support the team in leading clients through workflow design, configuration, and rollout — ensuring solutions align with best practices
- Maintain high customer satisfaction through responsiveness, thorough communication, and ongoing engagement
- Oversee technical design and implementation of customer solutions, including integrations, data feeds, and platform configurations
- Partner cross-functionally with Product, Engineering, and Account Management to align customer needs with product capabilities
- Guide the team in providing proactive technical support, resolving issues, and identifying opportunities for optimization
- Ensure TAMs build strong, consultative relationships with customer stakeholders, serving as trusted technical advisors
- Review and evolve processes for managing upgrades, third-party integrations, and custom configurations
- Collaborate with Sales and Solutions Engineering on scoping and pre-sales planning for complex retail deployments
- Work closely with Customer Success to ensure smooth transitions from implementation to steady-state account management
- Partner with Product and Engineering to communicate customer feedback and influence product roadmap priorities
- Partner with the Support organization to ensure implementations and projects are properly documented and handed off such that our support team is set up for success and in a position to be the main point of contact going forward
Our take
Zipline is a communication and task management platform that helps business HQs across a range of industries to communicate with their field teams. In the modern digitizing landscape, its tools empower staff to increase productivity and boost morale by providing agile communication and engagement solutions, granting the ability to relay true and timely information where it needs to be.
The platform ensures that all communication channels are simplified into a single system. This means employees don't have to coordinate information from different sources - avoiding the loss of, or failure to prioritize, crucial information.
Zipline counts a host of national chains amongst its client base, including Sephora, L.L.Bean, Gap, Hy-Vee, Lush Cosmetics, TOMS and Torrid. As the first solution on the market to combine communication and task management, the company cemented itself as a must-have tool for many businesses, and continues to add more and more different industries to the list of those it serves.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (2 rounds)
Mar 2021
$30m
SERIES B
May 2019
$9.6m
SERIES A
Total funding: $39.6m
Company benefits
- Dental and vision plans
- Wellness allowance
- 401k plan
- Computer accessories and office set up
- Education stipends
- Work from home opportunities
- Health insurance
Company HQ
Outer Sunset, San Francisco, CA
Leadership
Jeremy Baker
(Co-Founder)Experienced Founder and Software Developer, having set up MightyHive and worked at Yahoo! as a Senior Prototyper.
Melissa Wong
(CEO & Co-Founder)Previously worked for 3 years at Horn Group, holding various Sales and Account Management roles. Prior to that, she managed Corporate Communications at Old Navy.
Share this job
View 4 more jobs at Zipline