Principal Client Onboarding & Implementation Manager

Role: Principal Client Onboarding & Implementation ManagerLocation: Remote (US) — must reside in New York or Massachusetts. We're currently only set up to employ in a limited number of US states. Candidates outside NY or MA unfortunately can't be considered for this role.Who are we?Ometria is a Customer Data and Experience Platform built for retail marketers to be the fastest route to sustainable growth. Our platform combines the data unification and customer insight of a CDP with an experience platform, letting retail marketers plan and launch their most profitable campaigns and create personalised experiences across email, mobile, on-site, social, direct mail and more.We're trusted by some of the fastest-growing retail brands in the world, including Brooklinen, Davines, Steve Madden and Sephora. We have over 120 Ometrians across North America and Europe, and have raised $75m from investors including Infravia Capital Partners, Octopus Ventures and Summit Action.The roleReporting to the VP of Professional Services, you'll be the most senior post-sales technical delivery resource in North America, owning the end-to-end onboarding and integration of our largest and most complex enterprise clients.These are multi-market retailers with bespoke integration requirements, multiple internal stakeholders and high expectations. You'll take full ownership of project delivery — from scoping and planning through to go-live and beyond — while working closely with our North American CS, Sales and Solutions Architecture teams and partnering with the wider Professional Services team in EMEA.This is a role for someone who is as comfortable in a room with a CTO as they are in the weeds of a complex data integration. You'll set the standard for enterprise delivery in the US and play a meaningful part in how we build and refine our PS practice as the business grows.What you'll be doingOwn enterprise project delivery end to endLead onboarding and integration projects for our most complex North American enterprise accounts, managing all internal and external stakeholders to agreed timelines and deliverablesCreate and maintain detailed project plans that account for the complexity of multi-market, multi-stakeholder environmentsProactively identify and manage risks throughout the project lifecycle, escalating where needed and resolving blockers before they become client issuesEnsure every integration solves the client's agreed use cases and that all custom-built work is fully documented with clear alerting and maintenance in placeDrive stakeholder alignment and client confidenceBuild and maintain strong relationships with both technical stakeholders (CTOs, Directors of Digital, tech agencies) and commercial stakeholders (CMOs, Marketing Directors) at enterprise levelLead client meetings with clear agendas, structured talk tracks and timely follow-upSet and manage expectations clearly throughout — on timelines, deliverables and communication cadencesProvide regular, accurate visibility on project status and client sentiment to the VP of Professional Services and the wider CS and Sales leadershipCollaborate across North America and EMEAAct as the primary PS contact for the North American CS, Sales and Solutions Architecture teams, providing technical project expertise and joining client conversations when neededWork closely with the EMEA Professional Services team, contributing to shared processes, documentation and knowledgeFeed client and delivery insights back into the product and engineering teams to help shape how we develop and improve the platformRaise the bar on PS practiceTake ownership of reviewing and improving delivery processes, documenting changes and measuring their impactContribute to how we onboard, train and develop the wider PS teamShare your experience and approach generously. Collaborate with Product to ensure we deliver best-in-class integrations, channelling feedback from the field into roadmap decisionsAbout you7+ 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 MarTechTechnical 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 clientStakeholder 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 relationshipsProject management rigour — your plans are detailed, your risk logs are accurate and your clients always know where things stand. You don't let things driftRetail 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 outcomesOrganised and accountable — you manage a complex portfolio without dropping balls. Your documentation is thorough, your stakeholders are informed and your delivery record speaks for itselfA 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 itThe salary range for this role is $150,000 to $180,000. The final pay offered may vary based on several factors, such as job-specific knowledge, skills, and experience.