Job Description

Nautical is building multi-vendor ecommerce technology that will power the future economy. We are looking for wave makers interested in having a lasting impact at a funded startup. We are committed to our work and are charging diligently toward our mission to democratize access to marketplace tech.


Our culture is customer-centric and we are obsessed with enabling and elevating our customers to build and launch their marketplace while leveraging the value of the marketplace tools that the Nautical platform provides. The Implementation Program Management team is a part of the broader Customer Success departments at Nautical. We are on the front line, being the first point of contact for customers as they get familiar with the platform and work with them towards making the decisions that stand in the basis of their marketplace.



The Implementation Program Manager works closely with the technical teams at Nautical to design technical solutions for our customers to solve their business needs and determine how best Nautical should fit and feed into a customer's organization. Understanding our platform, ability to build rapport with technical and non-technical C- level executives, manage tough conversations, as well as extreme organization and communication skills are some of the key factors that contribute to a successful Implementation Program Managers.



Each new customer needs an Implementation Program Manager to guide them through the successful set-up and implementation of the Nautical platform, as well as triage any request or issues among the technical implementation, and product/engineering teams. You will be responsible for owning the onboarding and training of all new customers and setting them up for success from Day 1. In this role, we?ll expect this person to manage software-only implementations.


We work in a hybrid work environment, and we value in-person collaboration and will often meet in-office three days a week. We are looking for the Implementation Program Manager to join us in our New York or Toronto office.

Responsibilities

• Project-manage the implementation of the Nautical platform for newly-signed customers throughout the onboarding and implementation phase
• Build trust with the customers, keep track of the pulse of their implementation and sentiment health metrics, and ensure transparency to the relevant internal stakeholders
• Manage relationships among external and internal stakeholders in various seniority levels and technical understanding
• Partner with Sales, Implementation Engineers, Product Engineers, our customers, and SI?s to define, refine, and understand the scope of the project, create a timeline, and drive the implementation through to a successful marketplace launch
• Manage timelines and dependencies with customers, their technical team, SI?s, and the various Nautical teams for projects that vary in complexity and often take six (6) months to implement
• Act as the primary point of contact with customers during the onboarding/implementation phase
• Filter and Triage customer requests/reported issues and work with the relevant Implementation, Product, and Engineering team
• Investigate and solve complicated questions about data and Nautical's tools
• Document and share customer and project-specific learnings internally, and elevate the team through enablement and education on what you?ve learned

About You

• 5+ years of industry experience (ideally Commerce or enterprise SaaS) working as a Project Manager, Implementation Project Manager, Technical Project Manager, or similar role
• Required technical skills: Understands data cleansing using tools like Excel, ability to understand workflow orchestration using click-to-build tools like Zapier, can understand how APIs can be used to build custom solutions
• Preferable technical skills: SQL, Javascript
• You have worked on other technical projects, long implementation cycles, and have a firm understanding of APIs and what integrations are
• You are an extremely organized project manager ? communicating deliverables and timelines to stakeholders clearly and are able to push back and have tough conversations with customers
• Ability to manage multiple stakeholders, holding them accountable to responsibilities and timelines, and driving each project to completion
• You love a fast-paced environment, can iterate quickly, and are comfortable diving into all-new kinds of projects
• You are a curious, self-starter, problem solver individual, who is inspired to make your mark and impact multiple businesses
• You?re comfortable ?diving into the unknown?, working in an ambiguous environment, taking responsibility, sharing learnings, and iterating as you go
• You are flexible, nimble, and independently-minded ? this role will involve creating new processes or refining old ones
• You hear challenges from others and have a burning desire to solve them. You stay calm and seek creative ways to deliver solutions
• You are a strong communicator and are energized by spending the day working with customers

Beyond the Skills

• You are committed to people. At Nautical, we are radically human. We make everything about people: our technology, decisions, interactions, and product are rooted in the power of being human first
• You are honestly humble. We proceed by leaning into our team, knowing we don't know everything. We listen, make data-driven decisions, and communicate openly
• You are customer-centric. We are customer focused because acting in the interest of our customers is always the right choice
• You are solution-oriented. We leave our egos at the door and focus on solving problems. We are okay with being wrong to make sure the product is right
• You are passionately different. We believe in the strength of diversity, embracing different perspectives and cultures to improve our community and our decision quality

Why Nautical

• Competitive salary and equity at a fast-growing company at the Series A stage
• Comprehensive health, dental, and vision plans- from day 1
• A hybrid work environment with an office located in Downtown Toronto near Union Station
• Home office equipment budget
• 20 days PTO