Principal Client Onboarding & Implementation Manager

Ometria

3d•Remote

About The Position

Ometria is seeking a Principal Client Onboarding & Implementation Manager to join their team. This role reports to the VP of Professional Services and will be the most senior post-sales technical delivery resource in North America. The primary responsibility is to own the end-to-end onboarding and integration of Ometria's largest and most complex enterprise clients. These clients are typically multi-market retailers with bespoke integration requirements, multiple internal stakeholders, and high expectations. The role involves full ownership of project delivery, from scoping and planning through to go-live and beyond. The successful candidate will work closely with North American CS, Sales, and Solutions Architecture teams, as well as the wider Professional Services team in EMEA. This position requires a blend of technical expertise and client-facing skills, with the ability to manage complex data integrations and communicate effectively with both technical (CTOs) and commercial (CMOs) stakeholders. The role also plays a significant part in shaping and refining the Professional Services practice as the business grows.

Requirements

7+ years of technical project management experience in an enterprise SaaS organisation
Track record of delivering complex integrations for large, multi-stakeholder clients
Strong working knowledge of APIs, data feeds and system integrations
Ability to hold your own with technical stakeholders
Ability to debug, document and communicate technical requirements clearly without losing the client
Credible and comfortable with senior commercial and technical stakeholders alike
Ability to hold a constructive conversation when priorities conflict and drive urgency without damaging relationships
Detailed project plans and accurate risk logs
Understanding of how retailers are structured, how their tech stacks work and what they ultimately care about
Ability to translate platform capabilities into commercial outcomes
Organised and accountable
Thorough documentation
Ability to manage a complex portfolio without dropping balls
A collaborator who operates independently
Ability to work as the only PS person in your region
Know when to reach out and when to get on with it

Nice To Haves

Experience in retail, ecommerce or MarTech is ideal

Responsibilities

Own enterprise project delivery end to end
Lead onboarding and integration projects for our most complex North American enterprise accounts, managing all internal and external stakeholders to agreed timelines and deliverables
Create and maintain detailed project plans that account for the complexity of multi-market, multi-stakeholder environments
Proactively identify and manage risks throughout the project lifecycle, escalating where needed and resolving blockers before they become client issues
Ensure every integration solves the client's agreed use cases and that all custom-built work is fully documented with clear alerting and maintenance in place
Build and maintain strong relationships with both technical stakeholders (CTOs, Directors of Digital, tech agencies) and commercial stakeholders (CMOs, Marketing Directors) at enterprise level
Lead client meetings with clear agendas, structured talk tracks and timely follow-up
Set and manage expectations clearly throughout — on timelines, deliverables and communication cadences
Provide regular, accurate visibility on project status and client sentiment to the VP of Professional Services and the wider CS and Sales leadership
Act as the primary PS contact for the North American CS, Sales and Solutions Architecture teams, providing technical project expertise and joining client conversations when needed
Work closely with the EMEA Professional Services team, contributing to shared processes, documentation and knowledge
Feed client and delivery insights back into the product and engineering teams to help shape how we develop and improve the platform
Take ownership of reviewing and improving delivery processes, documenting changes and measuring their impact
Contribute to how we onboard, train and develop the wider PS team
Share your experience and approach generously
Collaborate with Product to ensure we deliver best-in-class integrations, channelling feedback from the field into roadmap decisions