Manager, Implementation

About Branch

Branch is a leading provider of mobile SaaS solutions focused on delivering measurable growth throughout the customer journey. Trusted by major brands such as Instacart, Western Union, NBCUniversal, ZocDoc, and Sephora, Branch combines AI-driven attribution with seamless linking technology to enhance ROI, reduce wasted ad spend, and unify attribution data. We foster a culture that values accountability, collaboration, and impact, supporting employees' health, wealth, and professional development as we scale.

Role Overview

As a Manager of Implementation at Branch, you will lead the APAC/EMEA Implementation team responsible for onboarding new and existing clients with tailored Services engagements. You'll oversee a team comprising Solution Architects and Technical Project Managers who manage engagement scoping, project delivery, and technical troubleshooting. This leadership role entails a blend of direct customer interaction, advanced mobile technology expertise, and team development responsibilities.

Key Responsibilities

• Recruit, develop, and mentor a team of accomplished Technical Project Managers and Solution Architects supporting a diverse global clientele.
• Drive the success of customer engagements by ensuring thorough scoping, delivering proactive advice, and facilitating smooth project execution.
• Advocate for customers internally while collaborating cross-functionally with Customer Success, Product Management, Support, Sales, and Engineering teams.
• Collaborate with both regional and global leaders to enhance and evolve Service offerings that align with client requirements and generate cost-effective revenue.
• Manage resource allocation and capacity planning while coordinating with Sales to forecast and staff projects accurately.
• Maintain and strengthen client relationships through organized, strategic in-person, telephonic, and email communications.
• Create comprehensive business cases and performance reports detailing project statuses, risks, mitigation plans, and opportunities.
• Define and lead cross-functional initiatives aligned with key business goals.
• Establish team metrics, processes, and role clarity.
• Champion ongoing professional development and performance growth within the team.

Candidate Profile

• At least 6 years of experience in client-facing implementation or related service delivery roles such as project management or technical consulting.
• Minimum 2 years in people management focusing on technical, customer-facing teams.
• Minimum 2 years of technical experience, including specific exposure to mobile technology.
• Demonstrated capability in coaching, growing, and mentoring teams.
• Comfortable working across different time zones, cultures, and languages within APAC and EMEA regions.
• Bachelor’s degree in Information Systems, Technology, Engineering, Computer Science, or a related technical discipline.
• Proven ability to resolve complex customer escalations and address challenging technical issues.
• Strong customer-first mindset with passion for enhancing client experiences.
• Excellent presentation, written, and verbal communication skills.
• Solid understanding of API and cloud-based SaaS technologies.
• Willingness and ability to travel to client locations as required.

Additional Information

The provided salary reflects base compensation and excludes potential equity opportunities, which are available for qualifying roles. Branch commits to comprehensive benefits including health and wellness programs, paid time off, and retirement planning options tailored to eligible employees. Branch is an equal opportunity employer valuing diversity and inclusivity in the workspace. For privacy details regarding data collected during the application process, refer to the company's HR Privacy Policy.