About Upshop: 

Upshop is the market leader in Total Store Operation solutions for the Grocery and C-Store markets. We offer an AI-powered, SaaS platform connecting Fresh, Center, eCommerce, and DSD department operations to deliver a simplified, smarter, more connected store experience. Customers running Upshop realize significant improvements in sales, shrink, food safety and sustainability across the entire store. 150+ retail chain accounts trust our software in over 30k+ stores, 9 countries, and 3 continents.

Overview of the role:

We are seeking an experienced people leader to help manage and lead our retail SaaS Implementation Team. As an Implementation Manager, you will directly lead, coach and train a team of Implementation Consultants. The team's goal is to help our customers stand up technical components in our suite of tools and train / configure their software to meet business needs.  

In this leadership position, you will help develop processes and procedures to ensure efficient and consistent project delivery, along with developing and mentoring a group of direct reports. This role works closely with cross functional team members in areas such as project management, solutions consulting, product management, and engineering to ensure timely delivery of project deliverables. 

Responsibilities: 

• Lead and coach the Implementation Team throughout projects to ensure a successful implementation of our solutions. 
• Deeply understand our customers' operations and how the Upshop solution maps to provide maximum value. 
• Capture learnings and best practices from implementation / migration efforts to create a sustainable, replicable playbook for future implementations. 
• Ensure Upshop policies and procedures are executed consistently amongst the team. 
• Collaborate with Professional Services leadership to continuously improve project processes. 
• Serve as an internal advocate / escalation point for customer project inquiries. 
• Monitor team capacity and assign team members to applicable projects. 
• Conduct and manage employee performance reviews. 
• Travel as necessary to customer or company meetings (up to 25% of time).
• In addition to people leadership, act as a technical expert/implementation consultant for assigned projects (30-40% of time).

Qualifications:

• 5+ years experience leveraging or implementing technology in a SaaS environment.
• 3+ years experience managing teams in a collaborative setting.
• Experience in grocery or food retail industry.
• Comfortable being highly customer-facing.
• Excellent analytical, problem-solving, and decision-making skills.
• Prior people leadership focusing on developing and growing team members.
• Ability to lead teams and properly prioritize/allocate workload to ensure customer deliverables are met.
• Exceptional organizational skills to keep multiple complex projects on track.
• Demonstrated desire for continuous learning and improvement.
• Experience with software, complex macros, analyzing data. 

Preferred Qualifications

• Experience with retail technology / processes involving Direct Store Delivery, Computer Generated Ordering, EDI, supply chain, scale management, production planning, etc.
• Experience in SQL, Excel, and database concepts. 
• Proficient with CRM tools such as Salesforce and Zendesk.
• Experience with companies in a growth phase. 

Benefits/Perks: 

• Remote opportunity
• Competitive salary 
• Employer-matched 401(k) plan 
• Attractive paid time off policy
• Home office support