Implementation Lead

Job Description

Solutions Delivery Manager | Zip

The Tone:
This is a full-time role at Zip, an AI platform revolutionizing enterprise procurement by enabling human and AI agent collaboration. While the company operates globally, this role appears to support remote work given the provision of a home office budget. As a Solutions Delivery Manager, you will be pivotal in ensuring new enterprise customers successfully adopt and integrate Zip’s platform. Your work directly contributes to their ability to innovate faster by securing necessary resources, making this a critical position for customer success and accelerating their time to value.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Remote

• Mission: Lead the end-to-end implementation and onboarding for new enterprise customers, ensuring successful product adoption and accelerating their time to value.

What You’ll Actually Do
• Customer Onboarding: Lead the onboarding of new enterprise customers, focusing on understanding requirements and creatively configuring the product to solve their specific problems.
• Implementation Leadership: Lead the end-to-end implementation for new enterprise customers, building out their processes from initial setup.
• Customer Empowerment: Conduct training and Q&A sessions with customers and key stakeholders to empower them to utilize the product independently.
• Project Management: Proactively manage multiple customer onboardings, overseeing requirements and tasks across all projects.
• Cross-functional Collaboration: Collaborate with product and engineering teams to evaluate customer requests, determine support, and manage customer expectations.

The Must-Haves
• Background: This is a Manager-level professional role. You should possess core domain knowledge rooted in 6+ years of experience from a Procurement/Sourcing Manager, ERP/P2P Systems Consultant background, or a similar role managing key customer and stakeholder relationships within a B2B SaaS company.
• Experience: A minimum of 6 years of experience is required, specifically leading enterprise-wide (and ideally global) P2P or ERP implementations. This involves hands-on experience in building out customer processes from scratch.
• Skills:
• Communication Skills: Demonstrated fantastic communication skills, essential for leading customer training, Q&A sessions, and stakeholder interactions.
• Project Management: Proven ability in proactive project management across multiple customer engagements, exhibiting extreme attention to detail in managing requirements and tasks.
• Software Configuration: High comfort and proficiency with software configuration to creatively solve customer problems using the product.
• Cross-functional Collaboration: Experience collaborating closely and effectively with product and engineering teams to align on customer requests and manage expectations.
• Stakeholder Management: The nuanced ability to push back on requests while successfully maintaining positive relationships and ensuring customer satisfaction.
• Bonus: While not strictly required, technical skills are considered a significant plus. Beyond skills, a strong personal commitment to doing whatever it takes to make Zip and its customers happy is highly valued.