Customer Implementation Manager - North America

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.

The Client Implementation Manager (CIM) is responsible for leading client onboarding and platform setup from signature to go-live. This role ensures that every new client has a smooth, strategic, and technically sound implementation — laying the foundation for long-term success and adoption.

This role is ideal for individuals with strong project coordination, platform knowledge, and onboarding expertise — (including CSMs who prefer to focus on delivery, systems, and setup over commercial responsibilities).

Key Responsibilities:
Lead the full implementation process from client signature to go-live.

Maintain clear, structured documentation throughout the onboarding process.

a. Adopting Swapcard’s implementation framework

b. Leveraging & updating Client folders

Collect and organize Internal full handover documentation calls to align technical setup to lead the delivery phase matching client objectives.

a. Ensure all decisions and setup information are captured for seamless handoff to CAM

Manage all technical setup (event structure, integrations, branding)

Supervise the Swapcard & Avolio registration experience.

a. Own Swapcard in-App roll out

b. Build Registration logic and flows

c. Setup the scoping document for both Simple and Advanced reg

Creating the skeleton structure for reg implementation

a. Collaborate with Registration Implementation Managers for Advanced builds.

Coordinate timelines and deliverables across Registration, Support, and Product when needed.

Share and continuously improve implementation frameworks and onboarding playbooks.

Serve as the client’s project lead during onboarding.

Collaborating with CAM for long-term success.

Requirements & Qualifications:
• Solid understanding of Swapcard’s platform or comparable event/tech systems

• Confident designing user flows, reg logic, and configuring platform modules

• Project management skills — able to own timelines and coordinate stakeholders

• Strong communication and client-facing skills, especially during setup phases

• Detail-oriented, structured, and delivery-focused

• Comfortable working cross-functionally with support, registration, and product teams

Main KPIs that will be monitor (non holistic list; can vary according to portfolio):

• Retention Rate

• NPS and CSAT score

• Implementation timelines and Billable time

• adoption of Implementation Plan

• Event success KPIs Vs Swapcard benchmark

Swapcard’s Interview process
Our thorough interview process aims to identify exceptional talent to advance our mission while offering you a chance to explore your career potential at Swapcard.

1. Screening Interview with a recruiter from our people team.
2. A remote exercise to demonstrate and assess your skills.
3. Manager review with your future reporting manager
4. Leadership review with one of our department leaders
5. Reference check conducted by our people team
6. Offer

Swapcard's Values
🧠 Curious: We ask questions, try new things and take risks. We learn from one another and see mistakes as opportunities to grow—what matters most is how we react and learn from them. We are curious about what something is and why something is. Innovation thrives when curiosity drives.
🗝️ Value-Driven: At Swapcard, we focus on making each decision count by prioritising outcomes that create meaningful value for our customers, team members, and partners.
💚 Human: At Swapcard, being human means fostering empathy, openness, and diversity to create a caring and collaborative community. We’re driven by a strong team spirit and a shared goal of building meaningful connections—both through our product and within our team.
✊ Resilient: We embrace challenges with optimism, creativity, and adaptability, constantly seeking innovative solutions and opportunities for growth.
👑 Ownership: At Swapcard, we take responsibility and are accountable for our actions, driving success through initiative, trust, and accountability. True ownership means more than just completing tasks; it's about being proactive, investing ourselves fully in the outcomes, and fostering a culture of trust.

Benefits & Reasons to Join Swapcard
- International team with 40+ nationalities (more on the way!) 🌍
- Remote-first policy with headquarters in Paris 🗼
- Thriving startup with career growth opportunities 🪴
- Open-minded culture that appreciates differences 👽
- Feedback-driven, supportive & curious team with a DIY mindset 🤔 🛠
- Generous Paid Time Off to ensure you have time for what matters most ❤️🏡
- Remote perks designed to optimize your working experience 🎁
- In-person social gatherings to celebrate our achievements 🏝️
- 100% of your health insurance contribution paid by Swapcard 🏥
- Work-from-home budget (one-off contribution for equipment in addition to your initial equipment setup) 🖇️
- Co-working space budget to support remote work in professional environments 💼
- Learning budget to help you develop new and existing skills 🤓
- Mental health care initiatives to support your well-being 🧘

Equal Opportunity
Swapcard is committed to upholding equal employment practices and making merit-based employment decisions. We welcome individuals from all backgrounds, abilities, and experiences to apply, regardless of race, nationality, religion, sexual orientation, gender identity, pregnancy status, age, marital status, and status as a veteran