Customer Implementation Manager - Team Leader (12 Months Contract)

CIM Team Lead

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

• 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 the region
• Ensure CIMs actively support integration and activation of the Exhibitor Marketplace during setup phases, guiding clients to leverage it for engagement and monetization from the start
• 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
• 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 correct 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
• 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

Qualifications

• 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 professionals (5 to 10 people), with a track record of developing talent, structuring delivery processes, and driving performance through coaching, accountability, and operational excellence

Impact

• Higher customer satisfaction
• Improved delivery margins
• A stronger perception of Swapcard’s services as a value‑generating function, not a cost

Benefits

• International team with 40+ nationalities (more on the way!)
• Remote‑first policy with headquarters in Paris
• Thriving startup with career growth opportunities