Senior Implementation Specialist

The Senior Implementation Specialist is responsible for leading customer-facing software implementation projects from sales handoff through launch and initial stabilization. The role owns project planning, timelines, stakeholder coordination, scope management, risk identification, and customer communication while working closely with internal product, engineering, business, and external partner teams to ensure successful implementation delivery.

Tasks and Responsibilities:

• Lead end-to-end implementation projects from sales handoff through launch and initial stabilization.
• Confirm project requirements, commitments, scope, success criteria, and customer responsibilities at the start of each implementation.
• Build and maintain project plans with realistic milestones, dependencies, owners, and deadlines.
• Lead customer meetings and internal delivery reviews, communicate project progress, obtain decisions, and follow up on stakeholder commitments.
• Coordinate platform setup and integrations across systems such as product catalogs, pricing, inventory, loyalty, payments, and fulfillment.
• Assess customer requests with product, engineering, and business leaders and recommend appropriate solutions based on business needs, product capabilities, effort, and ongoing support requirements.
• Develop practical workarounds, alternative workflows, or phased approaches when customer requirements cannot be implemented as originally requested.
• Manage customer expectations and professionally challenge requests that fall outside agreed scope or implementation requirements.
• Manage scope changes by distinguishing new requirements from defects or existing commitments and assessing their impact on scope, timing, and resources.
• Identify implementation risks, resource conflicts, dependencies, and blockers and coordinate appropriate recovery actions.
• Escalate unresolved issues when they may affect implementation timelines, customer commitments, or successful launch.
• Coordinate customer acceptance, role-appropriate training, launch readiness, and handoff to ongoing support.
• Maintain clear project documentation, status updates, action items, decisions, risks, and dependencies.
• Improve implementation playbooks, templates, reporting, and escalation practices based on lessons learned from completed projects.

Qualifications:

• Minimum of five (5) years of relevant experience in project management, software implementation, customer delivery, or a related role.
• Experience working with U.S. customers or international stakeholders.
• Experience working with enterprise software, eCommerce, retail technology, ERP, or similar platforms.
• Experience independently managing complex customer-facing implementation projects from planning through launch.
• Experience coordinating multiple internal teams, external partners, and customer stakeholders.
• Experience managing project timelines, milestones, dependencies, risks, scope changes, and deliverables.
• Proven ability to lead customer meetings and communicate project status, issues, decisions, and recommendations clearly.
• Proven ability to manage customer expectations, establish boundaries, and professionally push back on requests when appropriate.
• Proven ability to coordinate effectively with product, engineering, business, and technical teams.
• Demonstrates strong project planning and organizational skills with the ability to manage concurrent implementations.
• Demonstrates strong customer-facing communication and stakeholder management skills.
• Demonstrates strong problem-solving and decision-making skills with the ability to recommend practical solutions.
• Proven ability to understand software integrations, APIs, data flows, system dependencies, and technical requirements at a working level.
• Demonstrates strong understanding of scope, change management, risks, dependencies, and project delivery.
• Demonstrates strong ownership, follow-through, and ability to drive projects through completion with limited supervision.
• Clear and coherent both written and verbal communication skills in English.

Work Location: WFH within the Philippines

Work Schedule: 08:00 AM -17:00 PM Pacific Time, Mon-Fri

Work Perks and Benefits:

• Rice Allowance
• Internet Allowance
• Perfect Attendance Bonus
• 22 days Paid Time Off per year (1.83 days earning every month)
• HMO for Employee with PHP 220,000 Maximum Benefit Limit
• HMO for Dependents with PHP 140,000 Maximum Benefit Limit
• Group Life Insurance
• Annual Merit Increase (with terms and conditions)
• 13th Month Pay
• Mid-Year Bonus (with terms and conditions)