Customer Implementation Manager - Team Leader (12 Months Contract)
SwapcardOntario, CA
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Job Description
Our Mission
Swapcard is the leading AI-powered event platform designed to drive revenue growth and foster meaningful connections at in-person and hybrid events. We recognize the importance of teamwork in successful events; that's why Swapcard is fueled by a team of innovators who are passionate about helping organizers build future-proof events.
Our Vision
At Swapcard, we believe in the power of meaningful connections. This belief fuels our commitment to pioneering modern solutions that empower organizers to create engaging event experiences.
Guided by our commitment to excellence and collaboration, we aim to redefine the landscape of event technology, setting new standards for engagement, accessibility, and impact.
Our Beliefs
At Swapcard, diversity is at the core of our success. With 42 nationalities represented among our 180+ team members, we champion diversity as a catalyst for creativity, collaboration, and unparalleled innovation.
We believe that by embracing a multitude of backgrounds, cultures, and viewpoints, we can truly understand and cater to the needs of our global community of event organizers and participants.
Our full remote opportunities empower our team to thrive, no matter where they are in the world, fostering a culture of flexibility and inclusion.
Mission
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.
Core Responsibilities
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
Profile & Background
- 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
Swapcard’s Interview 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
Swapcard's Values
🧠 Curious: We ask questions, try new things and take risks. We learn from one another and see mistakes as opportunities to grow—what matters most is how we react and learn from them. We are curious about what something is and why something is. Innovation thrives when curiosity drives.
🗝️ Value-Driven:At Swapcard, we focus on making each decision count by prioritising outcomes that create meaningful value for our customers, team members, and partners.
💚 Human:At Swapcard, being human means fostering empathy, openness, and diversity to create a caring and collaborative community. We’re driven by a strong team spirit and a shared goal of building meaningful connections—both through our product and within our team.
✊ Resilient:We embrace challenges with optimism, creativity, and adaptability, constantly seeking innovative solutions and opportunities for growth.
👑 Ownership: At Swapcard, we take responsibility and are accountable for our actions, driving success through initiative, trust, and accountability. True ownership means more than just completing tasks; it's about being proactive, investing ourselves fully in the outcomes, and fostering a culture of trust.
Benefits & Reasons to Join Swapcard
- 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 🧘
Equal Opportunity
Swapcard is committed to upholding equal employment practices and making merit-based employment decisions. We welcome individuals from all backgrounds, abilities, and experiences to apply, regardless of race, nationality, religion, sexual orientation, gender identity, pregnancy status, age, marital status, and status as a veteran
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FAQs About Customer Implementation Manager - Team Leader (12 Months Contract) Jobs at Swapcard
What is the work location for this position at Swapcard?
This job at Swapcard is located in Ontario, CA, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Swapcard?
Employer has not shared pay details for this role.
What employment applies to this position at Swapcard?
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