Gelato Gelato consists of three different business units, starting with Optimalprint as our B2C business, offering personalized products to consumers all over the world. Secondly, GelatoCreate caters to creators through our software platform and connects them with a global range of production partners (customers). Lastly, we have our newest business unit, GelatoConnect. With GelatoConnect, we have built the largest ecosystem in the printing industry, which offers cost savings and efficiency improvements for our customers.

What You Will Be Doing As an Implementation Manager for the GelatoConnect division, you will be responsible for overseeing the delivery of high-quality services to our customers, ensuring their success in implementing and utilizing our print software solutions. Your primary objective will be to deliver outstanding customer experiences, meet project deadlines, and drive customer satisfaction.

Responsibilities:

• Collaborate closely with our customers to understand their unique requirements, provide expert guidance on best practices, and develop tailored implementation plans to achieve their objectives efficiently and effectively.
• Oversee the end-to-end delivery of implementation projects, including scoping, planning, resource allocation, execution, and post-implementation support, ensuring projects are delivered on time, within budget, and to the highest quality standards.
• Drive continuous improvement initiatives to enhance service delivery processes, methodologies, and tools, leveraging feedback from clients and internal stakeholders to optimize the customer experience and increase operational efficiency.
• Cultivate strong relationships with key stakeholders within client organizations, including executives, project sponsors, and end-users, to foster trust, address concerns proactively, and identify opportunities for upselling or cross-selling additional services.
• Collaborate closely with cross-functional teams, including sales, product, engineering, and customer support, to align service delivery with overall business objectives, prioritize customer needs, and drive product enhancements based on customer feedback.
• Monitor and analyze key performance indicators (KPIs) related to service delivery, such as project timelines, customer satisfaction scores, and revenue targets, and take corrective actions as needed to ensure targets are met or exceeded.

Who you are You have a start-up mentality, incredible stamina, resilience, and grit. You're a doer. You change until you win. You feel comfortable getting your hands dirty while never losing sight of long-term ambition. You are confident in your abilities and experience, yet humble and curious in your execution. Embracing change, complexity, and ambiguity while also navigating a little bit of chaos is essential for success in this role. Working in Gelato means not only thriving in such an environment, but also finding comfort in being uncomfortable.

Our requirements for the role include:

• Bachelor's degree in business, computer science, engineering, or a related field; advanced degree preferred.
• Proven experience (5 years) in a leadership role within the software industry, with a focus on professional services, consulting, or implementation.
• Strong project management skills, with experience leading complex, multi-phased software implementation projects.
• Excellent communication and interpersonal skills, with the ability to build rapport with clients and internal teams at all levels of the organization.
• Demonstrated ability to drive results, manage stakeholder expectations, and navigate challenging situations with diplomacy and professionalism.
• Familiarity with print software solutions and related technologies is a plus.