Implementation Team Lead

TrustArcRemote - Canada$140k – $160k3w ago

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Requirements

5+ years of people management experience, including coaching, performance management, and team development.
5+ years of experience in customer-facing implementation, professional services, or technical consulting roles.
Proven track record implementing SaaS solutions for SMB customers with a focus on speed and scalability.
Strong project management skills with ability to manage multiple concurrent implementations.
Excellent communication skills with ability to explain technical concepts to non-technical audiences.
Experience with privacy, security, or compliance software solutions a major plus.
Understanding of privacy regulations such as GDPR, CCPA, or similar frameworks is a plus.
Familiarity with AI and API integrations.
Experience with CRM and project management tools (Salesforce, Jira, Gong).
Comfortable learning new technologies and platforms quickly.
Data analysis skills with ability to extract insights from implementation metrics.
Personal Attributes:
Customer-obsessed mindset with commitment to delivering exceptional experiences.
Implementation and process-driven.
Adaptable and resilient in fast-paced, evolving environments.
Strong problem-solving abilities and strong bias toward action.
Collaborative leadership style with ability to influence without authority.
Passionate about building and scaling high-performing teams.
$140,000 - $160,000 a year
Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws.

Responsibilities

Team Leadership & Management:
Lead, train, and mentor a team of Implementation managers responsible for deploying a variety of applications in the TrustArc privacy management tech stack fostering a culture of excellence, collaboration, and continuous improvement.
Manage team capacity planning, resource allocation, and workload distribution to optimize project delivery and team performance.
Conduct regular 1:1s, performance reviews, and professional development planning with team members
Establish and track key performance indicators including implementation timelines, customer satisfaction scores, and adoption metrics.
Collaborate with Implementation leadership to refine processes and methodologies specific to SMB customer needs
Manage expectations clearly with CS leadership, escalating issues early
Customer Implementation & Success:
Oversee the end-to-end implementation process for mid-market customer segment, ensuring efficient onboarding and successful deployment of TrustArc solutions.
Serve as escalation point for complex implementation challenges, providing technical guidance and creative problem-solving.
Partner with Sales, Customer Success, and Product teams to ensure seamless handoffs and alignment on customer objectives.
Develop and refine implementation playbooks, templates, and best practices tailored to mid-market customer requirements.
Lead implementation kickoff calls, requirements gathering sessions, and executive business reviews as needed.
Process Optimization & Scale:
Design and implement scalable implementation frameworks that enable rapid deployment while maintaining quality standards.
Identify opportunities for automation, self-service enablement, and implementation efficiency improvements.
Analyze implementation data to identify trends, bottlenecks, and opportunities for process enhancement.
Create and maintain documentation, training materials, and knowledge base content for both team members and customers.
Cross-Functional Collaboration:
Work closely with Product Management to provide customer feedback and influence roadmap priorities.
Partner with Sales Engineering to ensure smooth transition from pre-sales to implementation.
Collaborate with Customer Success to define success criteria and ensure strong customer outcomes post-implementation.
Coordinate with Support teams to address technical issues and ensure seamless customer experience.