Implementation Team Lead

Position Overview

TrustArc is seeking an experienced Implementation Team Lead to drive successful customer onboarding and product adoption within our mid market segment and lead a team of Implementation managers. This role combines hands-on implementation expertise with team leadership, ensuring our mid-market customers achieve rapid time-to-value with TrustArc's privacy management solutions.

What You'll Do

Team Leadership & Management:

• Lead, train, and mentor a team of Implementation managers responsible for deploying a variety of applications in the TrustArc privacy management tech stack fostering a culture of excellence, collaboration, and continuous improvement.
• Manage team capacity planning, resource allocation, and workload distribution to optimize project delivery and team performance.
• Conduct regular 1:1s, performance reviews, and professional development planning with team members
• Establish and track key performance indicators including implementation timelines, customer satisfaction scores, and adoption metrics.
• Collaborate with Implementation leadership to refine processes and methodologies specific to SMB customer needs
• Manage expectations clearly with CS leadership, escalating issues early

Customer Implementation & Success:

• Oversee the end-to-end implementation process for mid-market customer segment, ensuring efficient onboarding and successful deployment of TrustArc solutions.
• Serve as escalation point for complex implementation challenges, providing technical guidance and creative problem-solving.
• Partner with Sales, Customer Success, and Product teams to ensure seamless handoffs and alignment on customer objectives.
• Develop and refine implementation playbooks, templates, and best practices tailored to mid-market customer requirements.
• Lead implementation kickoff calls, requirements gathering sessions, and executive business reviews as needed.

Process Optimization & Scale:

• Design and implement scalable implementation frameworks that enable rapid deployment while maintaining quality standards.
• Identify opportunities for automation, self-service enablement, and implementation efficiency improvements.
• Analyze implementation data to identify trends, bottlenecks, and opportunities for process enhancement.
• Create and maintain documentation, training materials, and knowledge base content for both team members and customers.

Cross-Functional Collaboration:

• Work closely with Product Management to provide customer feedback and influence roadmap priorities.
• Partner with Sales Engineering to ensure smooth transition from pre-sales to implementation.
• Collaborate with Customer Success to define success criteria and ensure strong customer outcomes post-implementation.
• Coordinate with Support teams to address technical issues and ensure seamless customer experience.

What You'll Bring

Required Qualifications:

• 5+ years of people management experience, including coaching, performance management, and team development.
• 5+ years of experience in customer-facing implementation, professional services, or technical consulting roles.
• Proven track record implementing SaaS solutions for SMB customers with a focus on speed and scalability.
• Strong project management skills with ability to manage multiple concurrent implementations.
• Excellent communication skills with ability to explain technical concepts to non-technical audiences.
• Experience with privacy, security, or compliance software solutions a major plus.
• Understanding of privacy regulations such as GDPR, CCPA, or similar frameworks is a plus.

Technical Skills:

• Familiarity with AI and API integrations.
• Experience with CRM and project management tools (Salesforce, Jira, Gong).
• Comfortable learning new technologies and platforms quickly.
• Data analysis skills with ability to extract insights from implementation metrics.

Personal Attributes:

• Customer-obsessed mindset with commitment to delivering exceptional experiences.
• Implementation and process-driven.
• Adaptable and resilient in fast-paced, evolving environments.
• Strong problem-solving abilities and strong bias toward action.
• Collaborative leadership style with ability to influence without authority.
• Passionate about building and scaling high-performing teams.

Key skills/competency

• SaaS Implementation
• Project Management
• Team Leadership
• Privacy Regulations (GDPR, CCPA)
• Customer Success
• API Integration
• Salesforce
• Jira
• Data Analysis
• Process Optimization