Implementation Specialist

You probably remember the best customer journey you’ve ever experienced, and the worst one too. But why is that? What can businesses do to keep you engaged, solve your problems, and make your life easier and more beautiful, not just in one moment, but across every interaction?

“The entire customer journey. One platform”

People move between channels, platforms, apps and physical locations without thinking about it. Wherever your journey starts and wherever it continues, our goal is simple and ambitious: “Enable growing businesses to serve, sell, interact and engage through one Global AI Powered Customer Engagement Platform. We connect conversations, customer data and payments with AI Agents, so that businesses all over the world can grow faster, together.

All our services are fully integrated within our unique business structure, consisting of four business units: Connect, Pay, Live, and Engage.

Now, we’re looking for an Implementation Specialist to join the Delivery team within the Engage Business Unit!

What you will do

As an Implementation Specialist, you’re the one who kicks off every new customer relationship, making sure businesses don’t just use our products but truly understand and benefit from them. From technical implementations to training users, you’ll be the go-to person who ensures everything runs smoothly.

In your first 12 months, you will:

• Become a trusted product expert of our Engage (AI-SaaS) product portfolio: Mobile Service Cloud, AI Cloud (HALO/Inspire), and Marketing Cloud. You'll work closely with clients from various industries to understand their specific business needs and translate them into successful implementations. Depending on your experience, you'll progress from delivering standard configurations to architecting sophisticated, multi-product solutions.

• Serve as the primary point of contact for your customers, engaging with them in a personal, consultative, and commercial manner. You'll manage the complete project lifecycle—from scoping and kickoff through configuration, training, and go-live. Implementation timelines range from one week for focused rollouts to three months for complex enterprise transformations. You'll confidently manage multiple projects simultaneously, each with unique requirements and stakeholders.

• Design and configure AI-powered solutions that solve real business problems. From conversational flows and knowledge base integrations to more advanced custom tool configurations and API integrations, you'll help customers unlock the power of intelligent automation. Your technical depth will grow as you tackle increasingly sophisticated challenges.

• Share your knowledge through peer reviews, support colleagues on technical challenges, and identify opportunities to improve our delivery processes using AI, automation, and smart tooling. More experienced specialists will actively mentor team members and champion process innovations.

• Make decisions fast, test ideas, and learn from what doesn't work

Operate with autonomy and agility. You'll navigate ambiguity, make informed decisions with incomplete information, and iterate quickly based on customer feedback and project learnings.

• Help shape the future of this role: As AI transforms our industry, you'll actively participate in evolving how we work. Success is measured by customer impact and value delivered, not by perfect plans or rigid adherence to process.

That’s why you ideally have

• 3+ years of working experience in a fast-paced Software, SaaS, or IT company

• Proven project management experience, preferably in a SaaS environment, managing multiple client-facing implementations from start to finish

• Natural interest and affinity for technology—you're curious about how systems work and eager to learn

• Hands-on experience with (implementing) AI solutions—whether conversational AI, automation, or intelligent workflows

• Technical knowledge such as JSON, JavaScript, APIs, or integration architectures is a strong plus

• Strong presentation and facilitation skills—you can lead discovery sessions, deliver training, and guide brainstorming workshops

• Ability to engage clients in a personal and commercial manner, building trust and long-term relationships

• Comfortable communicating through various channels: online and offline meetings, email, and phone

• Fluency in English and Dutch (written and spoken)

The reality at CM.com

We believe honesty creates better matches. So here it is:

• You work on-site with your team, collaboration happens face to face.

• Priorities can shift quickly as technology and insights evolve.

• AI will change how your role looks, fast. Some tasks you do today may disappear next year.

• We move before everything is finished or polished.

• For this position, we can only consider candidates who already hold a permanent work and residence permit for the Netherlands.

If that excites you, you’ll probably feel at home here. If you’re looking for predictability and fixed boundaries, this may not be the right place.