Swapcard5mo ago

Customer Implementation Manager - Team Leader (12 Months Contract)

Toronto · TorontoRemoteFixed termlead

ManagementImplementation ManagerProject & Program Management

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Quick Summary

Overview

Our Mission Swapcard is the leading AI-powered event platform designed to drive revenue growth and foster meaningful connections at in-person and hybrid events.

Technical Tools

ManagementImplementation ManagerProject & Program Management

Our Mission

Swapcard is the leading AI-powered event platform designed to drive revenue growth and foster meaningful connections at in-person and hybrid events. We recognize the importance of teamwork in successful events; that's why Swapcard is fueled by a team of innovators who are passionate about helping organizers build future-proof events.

Our Vision

At Swapcard, we believe in the power of meaningful connections. This belief fuels our commitment to pioneering modern solutions that empower organizers to create engaging event experiences.

Guided by our commitment to excellence and collaboration, we aim to redefine the landscape of event technology, setting new standards for engagement, accessibility, and impact.

Our Beliefs

At Swapcard, diversity is at the core of our success. With 42 nationalities represented among our 180+ team members, we champion diversity as a catalyst for creativity, collaboration, and unparalleled innovation.

We believe that by embracing a multitude of backgrounds, cultures, and viewpoints, we can truly understand and cater to the needs of our global community of event organizers and participants.

Our full remote opportunities empower our team to thrive, no matter where they are in the world, fostering a culture of flexibility and inclusion.

Mission

The CIM Team Lead plays a central role in transforming the Implementation function into a true consulting practice within the Customer Organization.

They guide CIMs in evolving from execution-driven implementers to consultative experts who deliver measurable client success, efficiency, and value.

As part of this transformation, the CIM Team Lead supports the Head of CIM in shifting the team from a cost center to a business unit, focused on efficiency, impact, and margin optimization.

Lead, coach, and structure the day-to-day work of a CIM team, ensuring clarity of priorities, workload balance, and disciplined execution across all active projects.

Validate quotes vs. scope to ensure services are correctly defined and aligned with client expectations.

Guarantee handover completeness before kickoff, verifying all key information from Sales or CAM.

Drive delivery efficiency (aim to deliver in 4 days what was previously scoped for 6, without compromising quality).

Oversee project allocation and prioritization within their region.

Make sure CIM are actively supporting integration and activation of the Exhibitor Marketplace during setup phases, ensuring clients are guided on how to leverage it to drive engagement and monetization from the start.

Drive continuous skills development through regular coaching, structured learning plans, and hands-on support, ensuring each CIM progresses toward a consulting, advisory-led delivery model.

Analyze performance data to identify high-engagement CIMs, document their practices, and share learnings across teams.

Promote adoption of best practices and benchmarking to continuously elevate the delivery standard.

Own the performance management cycle for CIMs, including goal setting, KPI review, feedback loops, and corrective action plans to ensure accountability and consistent service quality.

Monitor engagement scores (Gold vs. Silver) to track client performance and satisfaction.

Collaborate closely with Sales, CAMs, and the Solution Design team (SD) to ensure the right service positioning in proposals.

Provide insight and data to support Sales in articulating service value and securing correct pricing.

Validate service proposals for new business opportunities to ensure accurate scoping and profitability.

Partner with the Head of CIM on business performance reviews, efficiency tracking, and margin optimization.

Work with Marketing to highlight successful client use cases and best practices.

Share insights with Sales and Product teams to refine offerings and strengthen alignment between service delivery and client needs.

Collaborate with CAM Team Leads to ensure a seamless client journey from setup to adoption and renewal.

Partner with the CAM and Product teams to align on Swapcard new features adoption and revenue strategies

Strong background in implementation, consulting, or solution delivery, ideally within a SaaS or event tech environment.

Proven ability to manage complex project portfolios and coach technical or consulting teams.

Strong business acumen — able to connect delivery quality to financial performance (margin, charge per day, utilization).

Skilled in stakeholder communication, process design, and performance tracking.

Fluent in balancing client satisfaction, operational efficiency, and business profitability.

Proven experience managing a team of implementation (consultant mindset -5 to 10 people), with a track record of developing talent, structuring delivery processes, and driving performance through coaching, accountability, and operational excellence.

The CIM Team Lead ensures the team operates as a strategic consulting unit — delivering excellence, efficiency, and measurable value.

By elevating the consulting mindset, improving delivery processes, and reinforcing service value in every deal, the CIM Team Lead directly contributes to:

Higher customer satisfaction,

Improved delivery margins, and

A stronger perception of Swapcard’s services as a value-generating function, not a cost

Listing Details

Posted: November 4, 2025
First seen: March 26, 2026
Last seen: April 21, 2026

Posting Health

Days active: 26
Repost count: 0
Trust Level: 32%
Scored at: April 21, 2026

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Swapcard

lever

Swapcard is an AI-powered event engagement platform designed to help organizers run smarter in-person, virtual, and hybrid events, focusing on maximizing attendee engagement, exhibitor ROI, and event revenue.

Employees

125

Founded

2013

Domain

Jobs

External application · ~5 min on Swapcard's site

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