Implementation Manager

About Cardlytics + Bridg
Cardlytics (NASDAQ: CDLX) is the industry-leading purchase intelligence and incentives platform. We make commerce smarter and more rewarding for everyone by helping businesses attract, understand, and incentivize consumers through their banks’ digital reward programs. Remember that time you got cash back on a cup of coffee through your banking app? That was us! 

Bridg, a division of Cardlytics, is an enterprise data and audience platform that powers the growth of Retail Media. Using our exclusive offline identity resolution capabilities along with clients’ point of sale (POS) data, we help Retailers significantly expand their 1st party data (identifying unknown customers and enriching the understanding of loyalty members), ensure reporting transparency, and create new monetization opportunities working with their Consumer Packaged Goods (CPG) partners. CPG brands and advertisers in turn gain access to verified shopper data across loyalty & non-loyalty customers that powers advanced insights, precision targeting, and closed loop measurement. Join us at the cutting edge as we transform how companies connect with their customers through data.

About the team
The Bridg Customer Success team is the external arm of Bridg and works with the nation’s largest and most exciting organizations in the brick-and-mortar space. The Bridg Customer Success team (CS team) assumes management of all aspects of client relationships post sale, leading clients through Bridg’s client engagement model. The CS team plays a pivotal role in ensuring that clients achieve maximum value from their investment. This team acts as the link between the customer and the company, working diligently to understand client needs, provide tailored solutions, and offer ongoing support. The Customer Success team ultimately contributes to the company's success by retaining and expanding its customer base. 

About the Position

Bridg is seeking an Implementation Manager, reporting to the VP of Solutions Engineering.   The Implementation Manager will serve as the business lead during new client onboardings responsible for maximizing client satisfaction and product adoption during the initial implementation.

This job requires deep implementation experience and a high level of executional rigor to understand the complex business needs of each client and ensure implementations are executed successfully across the organization. You should expect to handle day-to-day operations during the onboarding phase, be able to collect and translate business needs into technical requirements, educate clients on the value of Bridg, and drive continuous improvements to the onboarding process.

The ideal candidate is a dynamic client relationship manager and someone capable of self-directed learning and generating problem-solving ideas. You have a passion for technology and the requisite experience that demonstrates your in-depth understanding of software implementation best practices, data analytics, and customer acquisition. You love solving complex problems, and you pride yourself on your ability to communicate effectively with others. Relationship management is your game–You are a self-starter who doesn’t need micromanagement to own your day to day, process, and client management of deliverables.

With your passion for excellence, you'll cultivate meaningful relationships, drive customer satisfaction and product success, and help us shape the future of technology together. Join us in transforming success into a reality for our valued customers!

Responsibilities

• Manage the initial onboarding process for new clients, serving as the primary point of contact and onboarding subject matter expert addressing concerns and issues both internally and externally.

• Initiate Bridg’s client engagement model by effectively managing the end to end implementation cycle and establishing trusted client relationships to empower and educate clients on the value of Bridg.

• Own gathering, understanding, and effectively communicating client business requirements and expectations to Sales, technical teams, and Customer Success to develop comprehensive implementation plans that ensure early product success relative to clients’ unique needs.

• Conduct regular status meetings with internal and external stakeholders to provide updates on the implementation progress, escalate and resolve potential risks, and propose effective solutions.

• Partner closely with the implementation team to develop, maintain, and present materials including project plans, process documentation, and data insights reports to ensure transparency and accountability throughout the implementation process.

• Collaborate with Sales and Customer Success to develop and deliver training and handoff sessions with clients to facilitate a smooth transition pre- and post-implementation.

• Establish and maintain deep product and implementation knowledge and continuously monitor and evaluate the effectiveness of the implementation process, proactively identifying areas for improvement and implementing best practices and enhancements to drive overall client satisfaction, retention, and better deliver implementations across the organization.

• Tackle complex and diverse challenges that demand a deep analysis of various factors. Leverage professional experience to surgically resolve issues, provide strategic direction, and adeptly project manage forward solutions while effectively communicating and coordinating activities across the organization's personnel, showcasing strong leadership abilities.

Minimum Qualifications

•  6+ years of professional experience in a customer facing role (agency, pr, client-side, consulting or tech)

• 6+ years of technical project management/platform implementation experience

• Prior experience working as part of a team or leading a team responsible for delivery of platform implementations

• Knowledge of digital marketing vernacular, including but not limited to 1PD/3PD, martech/adtech platforms, Customer Data Platforms (CDPs), Customer Data Warehouses (CDW/EDW), ROAS and Measurement

• Strong qualitative and quantitative skills, including the ability to think strategically, listen actively, build rapport effortlessly, think on your feet, analyze data effectively, and convey information concisely

• An experienced individual contributor, adept at critical thinking and problem-solving. Significant direct experience working independently and cross-functionally to drive multiple projects, including presenting to clients and discussing strategic and tactical objectives and results.

• Key competencies in computer skills (Microsoft Office, Google Workplace, Apple Software); Expertise with slide building, spreadsheets, and project management software / workflow automation tools such as Smartsheet, Jira, etc. 

• Experience working closely with Product, Customer Success, and Engineering teams to drive process and product optimizations to grow early product adoption and decrease time to value 

Core Values

Our shared values are the driving force behind everything we do. Across all roles, we are looking for teammates who embody these values:

• Customer and Partner-first

• Act with Urgency and Focus

• Integrity with our partners and data

• Accountability even when challenged

• Empowerment over hierarchy

• Growth over comfort

Compensation

At Cardlytics salary ranges are determined based on factors such as role, level, and location. Individual compensation may be determined by relevant skills, experience, education, training, and other role-specific criteria. This salary range will be narrowed during the interview process based on a number of the aforementioned factors.The base salary range provided below does not include bonuses and additional benefits.

The annual US base salary range for this role is:

$80,000 - $106,000

Benefits and Perks

• Flexible paid time off plus company holidays 

• Medical, dental, and vision insurance begins on your first day

• 401(k) retirement plan with company match, plan also includes a student loan debt repayment option

• Employee Stock Purchase Plan

• Educational assistance for continuing education 

• Lifestyle Spending Account for physical, emotional, and financial wellness (like gym memberships, home down payments, art classes, park passes, and more!) 

• Complementary Calm app subscriptions to support employee mental health

As an equal opportunity employer, Cardlytics is committed to diversity, equity, and inclusion. Our people bring our products and organization to life, and every unique perspective makes us better. If you can do the job and you’re excited about growing with us as we scale our best-in-class advertising platform, we’d love to hear from you. If you need accommodation in the recruiting process due to a disability, please email [email protected] or inform your recruiter.