Principal Client Onboarding & Implementation Manager

Role: Principal Client Onboarding & Implementation Manager

Location: Remote (US).

Who are we?

Ometria is a Customer Data and Experience Platform built for retail marketers to be the fastest route to sustainable growth. Our platform combines the data unification and customer insight of a CDP with an experience platform, letting retail marketers plan and launch their most profitable campaigns and create personalised experiences across email, mobile, on-site, social, direct mail and more.

We're trusted by some of the fastest-growing retail brands in the world, including Brooklinen, Davines, Steve Madden and Sephora. We have over 120 Ometrians across North America and Europe, and have raised $75m from investors including Infravia Capital Partners, Octopus Ventures and Summit Action.

The role

Reporting to the VP of Professional Services, you'll be the most senior post-sales technical delivery resource in North America, owning the end-to-end onboarding and integration of our largest and most complex enterprise clients.

These are multi-market retailers with bespoke integration requirements, multiple internal stakeholders and high expectations. You'll take full ownership of project delivery - from scoping and planning through to go-live and beyond - while working closely with our North American CS, Sales and Solutions Architecture teams and partnering with the wider Professional Services team in EMEA.

This is a role for someone who is as comfortable in a room with a CTO as they are in the weeds of a complex data integration. You'll set the standard for enterprise delivery in the US and play a meaningful part in how we build and refine our PS practice as the business grows.

What you'll be doing

Own enterprise project delivery end to end

• Lead onboarding and integration projects for our most complex North American enterprise accounts, managing all internal and external stakeholders to agreed timelines and deliverables
• Create and maintain detailed project plans that account for the complexity of multi-market, multi-stakeholder environments
• Proactively identify and manage risks throughout the project lifecycle, escalating where needed and resolving blockers before they become client issues
• Ensure every integration solves the client's agreed use cases and that all custom-built work is fully documented with clear alerting and maintenance in place

Drive stakeholder alignment and client confidence

• Build and maintain strong relationships with both technical stakeholders (CTOs, Directors of Digital, tech agencies) and commercial stakeholders (CMOs, Marketing Directors) at enterprise level
• Lead client meetings with clear agendas, structured talk tracks and timely follow-up
• Set and manage expectations clearly throughout - on timelines, deliverables and communication cadences
• Provide regular, accurate visibility on project status and client sentiment to the VP of Professional Services and the wider CS and Sales leadership

Collaborate across North America and EMEA

• Act as the primary PS contact for the North American CS, Sales and Solutions Architecture teams, providing technical project expertise and joining client conversations when needed
• Work closely with the EMEA Professional Services team, contributing to shared processes, documentation and knowledge
• Feed client and delivery insights back into the product and engineering teams to help shape how we develop and improve the platform

Raise the bar on PS practice

• Take ownership of reviewing and improving delivery processes, documenting changes and measuring their impact
• Contribute to how we onboard, train and develop the wider PS team
• Share your experience and approach generously. Collaborate with Product to ensure we deliver best-in-class integrations, channelling feedback from the field into roadmap decisions

About you

• 7+ years of technical project management experience in an enterprise SaaS organisation, with a track record of delivering complex integrations for large, multi-stakeholder clients - ideally in retail, ecommerce or MarTech
• Technical depth - you have a strong working knowledge of APIs, data feeds and system integrations, and can hold your own with technical stakeholders. You can debug, document and communicate technical requirements clearly without losing the client
• Stakeholder gravitas - you're credible and comfortable with senior commercial and technical stakeholders alike. You know how to hold a constructive conversation when priorities conflict and how to drive urgency without damaging relationships
• Project management rigour - your plans are detailed, your risk logs are accurate and your clients always know where things stand. You don't let things drift
• Retail and ecommerce fluency - you understand how retailers are structured, how their tech stacks work and what they ultimately care about. You can translate platform capabilities into commercial outcomes
• Organised and accountable - you manage a complex portfolio without dropping balls. Your documentation is thorough, your stakeholders are informed and your delivery record speaks for itself
• A collaborator who operates independently - you're part of a global team but you're the only PS person in your region. You know when to reach out and when to get on with it

Benefits

• Unlimited paid time off
• Health Insurance
• Dental
• Vision
• Mental Health Support