Swiftly

Director

• Own the full lifecycle from contract signature, go live to handoff to customer success
• Establish timelines, milestones, requirements, and risk plans for each account
• Oversee all technical integrations (API, data feeds, TLOGs, CRM, GA, POS, mobile/web app deployment, etc.)
• Run internal and external kickoff processes with structured project plans
• Manage key retailer programs and steer the team with management of other retailer projects. Work with product, design, and professional services developers and technical program management to closely coordinate deliverables
• Manage Implementation Managers, Project Managers, and Solutions/Technical resources
• Build repeatable playbooks, templates, onboarding materials, and certification programs
• Drive weekly pipeline + forecasting of all implementation work
• Partner with Sales/sales engineering for scoping, deal hygiene, and readiness criteria
• Partner with internal teams such as Product, Engineering, Support, etc. to ensure timely delivery of feature requests, bug fixes and support requests. Coordinate with Product/Engineering for feature gaps, technical issues, or roadmap escalations
• Conduct postmortems with internal and external stakeholders to evaluate overall project performance. Lead root cause analysis discussion, formulate strategies for process improvement, and follow through
• Align with CS to ensure a seamless post-launch transition
• Coordinate QA checkpoints (data validation, app readiness, API tests)
• Manage risk frameworks and escalation patterns
• Own communication cadence with customers (weekly status, timelines, blockers)
• Build / manage dashboards (time-to-value, NPS/CSAT, Launch phased completion), risk management
• Track capacity planning, time tracking, workload distribution, and forecasting
• Present trends, risks, and strategic recommendations to ELT
• Other related duties as assigned

Director of Implementation

Customer Success Manager

• Own the end-to-end post-implementation relationship for assigned retailer accounts
• Act as the primary point of contact and trusted advisor for customer stakeholders
• Develop account success plans aligned to retailer goals, KPIs, and revenue targets
• Proactively identify risks, opportunities, and optimization paths
• Drive product adoption across Swiftly solutions (apps, web, retail media, audience optimizer)
• Ensure customers understand and realize measurable value from the platform
• Lead regular business reviews (QBRs / MBRs) focused on performance, insights, and roadmap alignment
• Drive VOC feedback, delivery and outcome progress
• Translate data into clear, actionable recommendations for customers
• Drive renewals and retention outcomes (GRR / NRR) for your portfolio
• Identify and support upsell and expansion opportunities in partnership with Sales
• Support revenue growth initiatives including new features, media offerings, and pilots
• Partner closely with Implementation/solutions engineering during handoff and early lifecycle
• Coordinate with Support and Product to resolve issues and escalate feedback
• Represent the voice of the customer internally and influence product priorities
• Contribute to process improvements, playbooks, and scalable CS programs
• Maintain accurate account data, health scores, and forecasts in CRM/CS tools
• Track key metrics including adoption, usage, revenue performance, and NPS
• Follow established CS processes while contributing to continuous improvement
• Other related duties as assigned