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Leads customer implementations from discovery through configuration, data onboarding, integration, testing, deployment, launch, and hypercare. Translates business requirements into software configurations and integration designs, troubleshoots data and workflow issues, facilitates workshops and training, manages deliverables and risks, and supports user adoption. Collaborates with customer stakeholders, IT teams, vendors, and internal Product, Engineering, Support, and Customer Success teams while improving implementation processes and documentation.

Consults with enterprise retail customers to understand business needs, design and demonstrate SaaS solutions, develop future-state roadmaps, scope statements of work, and support implementation handoffs. Partners with sales, product, engineering, project teams, and customer success to drive adoption, reduce implementation risk, and demonstrate measurable business value. Requires strong presentation, discovery, solution architecture, retail systems, and customer advisory skills.

Develop product positioning, messaging, value propositions, go-to-market strategies, customer-facing content, and sales enablement programs for Upshop’s B2B SaaS solutions. Manage the product marketing content ecosystem, including governance, discoverability, lifecycle, and measurement. Conduct market, customer, and competitive research to inform messaging and enablement. Collaborate cross-functionally with Product, Sales, Solutions Consulting, Customer Success, and Marketing.

Manage strategic customer relationships, driving satisfaction, retention, adoption, renewals, and expansion. Serve as a trusted advisor, coordinate internal teams, lead executive business reviews, support customer projects, identify growth opportunities, and maintain customer data. Collaborate with sales, professional services, consulting, business intelligence, and customer success teams while monitoring grocery retail trends and competitive offerings. Travel requirements are 30–40% of the time.

Partner with sales to gather customer requirements, demo and scope Upshop SaaS solutions, draft SOWs, and advise on implementations and future-state roadmaps. Serve as a trusted advisor to customer leadership, lead discovery sessions, and collaborate with product and engineering to ensure successful deployments.

Serve as a pre-sales technical and industry expert for Upshop's retail SaaS platform: engage customers, gather requirements, design solutions, demo product value, draft SOWs, scope implementations, and partner with sales, product, and engineering to ensure successful adoption.

Partner with sales to gather customer requirements, design and demo Upshop SaaS retail solutions, scope SOWs, draft deliverables, lead discovery sessions, provide SME guidance, maintain demo environments, and hand off to project and customer success teams. Act as trusted advisor to executives, develop future-state roadmaps, reduce implementation risk, and support sales events and trade shows. Travel up to 30%.

Serve as a technical presales and implementation expert for Upshop's SaaS retail platform. Work with sales and customers to gather requirements, design solutions, demo products, scope SOWs, and hand off implementations while advising executives and collaborating with product and engineering teams to drive adoption and measurable outcomes.

Lead and develop engineering teams to design, build, test, and deliver scalable customer-facing and backend software. Hire and coach engineers, manage delivery, enforce engineering best practices, participate in architecture and coding, and collaborate with Product, QA, and Operations to ensure reliable, observable releases and roadmap alignment.

Lead and develop engineering teams to deliver scalable, high-quality SaaS software. Balance people leadership and technical oversight, participate in architecture, enforce engineering best practices, manage delivery, observability, CI/CD, and cross-functional collaboration with Product, QA, and Ops.