Principal Client Onboarding & Implementation Manager

Join our team as a Principal Client Onboarding & Implementation Manager, where you will be the senior post-sales technical delivery resource in North America. You will own the end-to-end onboarding and integration of our largest and most complex enterprise clients, managing all internal and external stakeholders to agreed timelines and deliverables. You will work closely with our North American CS, Sales, and Solutions Architecture teams, and partner with the wider Professional Services team in EMEA. This role requires strong project management skills, technical depth, and the ability to build and maintain relationships with senior commercial and technical stakeholders.

• Lead onboarding and integration projects for 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 identifying and managing risks throughout the project lifecycle.
• Build and maintain strong relationships with both technical and commercial stakeholders at the enterprise level, leading client meetings with clear agendas and structured talk tracks.
• 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
• 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
• 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
• 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
• 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
• 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