Remote - Implementation Manager

We are seeking an Implementation Manager who brings the warmth and relationship instincts of a CSM together with the hands-on technical chops of a tracking specialist. You'll own new customer onboarding end-to-end - guiding clients through the implementation of Tie's tracking pixels, tags, and integrations while making them feel supported and confident every step of the way. This is a mid-level role built for someone who genuinely enjoys customer interaction, stays calm under pressure, and can translate technical complexity into plain language for non-technical stakeholders.

What You'll Do

• Own project management for customer onboarding: define scope, set timelines, track progress, and keep all stakeholders aligned from kickoff to go-live.

• Configure and implement Tie's tracking pixels, tags, and integrations on customer websites and eCommerce platforms (Shopify, BigCommerce, etc.).

• Set up and QA reliable event tracking and revenue tracking pipelines using tools like Google Tag Manager (browser-side and server-side) and Google Analytics (GA4), ensuring data accuracy from pixel fire to reporting dashboard.

• Validate events, troubleshoot data discrepancies, and provide clear resolutions and recommendations - translating technical findings into plain language for client stakeholders.

• Act as the primary point of contact for customers during implementation - proactively communicating status, managing expectations, and making clients feel genuinely supported throughout the project.

• Implement event tracking for revenue attribution across GA, Google Ads, Meta Ads, and other ad platforms - configuring event models, goals, and channel groupings consistent with client needs.

• Help clients set up integrations with eCommerce and CRO platforms such as Shopify, Klaviyo, Attentive, Bloomreach, Braze etc.

• Partner with Sales and CSMs to ensure smooth account handoffs pre- and post-implementation, maintaining continuity of relationship and context.

• Collaborate with Product and Engineering to escalate and resolve technical issues, and feed customer insights back into the product roadmap.

• Maintain clear implementation documentation and contribute to scalable onboarding processes and best practices.

• Build and maintain automation workflows using Claude, Apps Script, and internal tools to streamline onboarding checklists, QA processes, CS processes and client communications

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• 1-3 years of experience in technical implementation, solutions engineering, technical onboarding, or a closely related role at a SaaS or martech/adtech company.

• A natural CSM temperament - empathetic, patient, proactive in communication, and genuinely customer-first. You leave every client interaction with the client feeling heard and confident.

• Hands-on experience implementing tracking pixels and analytics tools - specifically Google Tag Manager (browser-side and/or server-side) and Google Analytics (GA4).

• Working knowledge of web technologies: HTML, JavaScript, cookies, and data layers. Familiarity with website hosting services (GoDaddy, Cloudflare, Shopify, etc.).

• Understanding of event tracking, Measurement Protocol, and revenue attribution across ad platforms (Google Ads, Meta Ads, etc.).

• Demonstrated ability to use AI tools (Claude, ChatGPT, Copilot) to automate workflows, draft documentation, QA configurations, or build internal tooling

• Experience working with eCommerce platforms (Shopify, BigCommerce, Squarespace) and/or digital ad platforms.

• Proven project management ability - you can manage multiple customer launches simultaneously with strong organizational skills and clear communication.

• A problem-solver with high attention to detail and a customer-first mindset - you care just as much about how clients feel as you do about getting the data right.

• Familiarity with Snowplow Analytics or server-side tracking infrastructure.

• Prior experience integrating 1st-party and 3rd-party data for identity resolution.

• Experience working within eCommerce or growth marketing teams.

• Background in a Customer Success, Technical Account Manager, or Solutions Consultant role. 3 major responsibilities:

Supporting onboarding of clients, supporting customer success and automating business processes.

• Mid-level role (titles may vary: Implementation Manager, Technical Onboarding Specialist, Solutions Engineer - Implementation)