Customer Implementation Manager – Team Leader

Role Overview

• 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.
• 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.
• 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.
• 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.

Requirements

• 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.

Benefits

• International team with 40+ nationalities (more on the way!) 🌍
• Remote-first policy with headquarters in Paris 🗼
• Thriving startup with career growth opportunities 🪴
• Open-minded culture that appreciates differences 👽
• Feedback-driven, supportive & curious team with a DIY mindset 🤔 🛠
• Generous Paid Time Off to ensure you have time for what matters most ❤️🏡
• Remote perks designed to optimize your working experience 🎁
• In-person social gatherings to celebrate our achievements 🏝️
• 100% of your health insurance contribution paid by Swapcard 🏥
• Work-from-home budget (one-off contribution for equipment in addition to your initial equipment setup) 🖇️
• Co-working space budget to support remote work in professional environments 💼
• Learning budget to help you develop new and existing skills 🤓
• Mental health care initiatives to support your well-being 🧘