Customer Implementation Manager - Team Leader

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.

Swapcard

Employee count: 51-200

Mexico only

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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.

Operational Excellence & Delivery Oversight

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.

Consulting Transformation & Capability Building

Coach CIMs to transition from implementation specialists to consultant partners.
Identify and address training needs to build consulting, engagement, and advisory skills.
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.

Performance Management & Service Value

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.

Cross-Functional Collaboration

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 Exhibitor Marketplace adoption strategies, ensuring setup execution directly contributes to broader revenue and engagement goals.

Profile & Background

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.

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About the job

Apply before

Jan 29, 2026

Posted on

Nov 30, 2025

Job type

Full Time

Experience level

Manager

Location requirements

Mexico

Hiring timezones

Mexico +/- 0 hours

Job categories

Customer Implementation Customer Implementation Manager Implementation Manager Implementation Lead Customer Operations Team Manager Enterprise Implementation Manager

Skills

Implementation Consulting Solution Delivery SaaS Coaching Training Engagement Benchmarking And Best Practices Pricing Refine

About Swapcard

Learn more about Swapcard and their company culture.

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Swapcard's story began with a serendipitous reconnection between three childhood friends: Baptiste Boulard, Damien Courbon, and Godefroy des Francs. After pursuing diverse paths in law, finance, technology, and digital innovation, they found a shared passion for fostering human connections. This common ground became the bedrock upon which Swapcard was built. Their vision was to address the inherent frictions in business networking, particularly within the context of events. They aimed to create a solution that would not only facilitate meaningful interactions but also help event organizers cultivate lasting engagement within their communities, encouraging attendees to return year after year. The company was officially founded in 2013 with the mission to bridge the gap between the online and physical worlds of networking, unlocking encounters that might otherwise never happen.

From its inception, Swapcard has been driven by the belief that technology, particularly artificial intelligence, can significantly enhance business networking on a global scale. The platform was designed to empower event organizers by providing tools to match attendees, streamline connections, and ultimately create memorable experiences. Over the years, Swapcard has evolved into a leading AI-powered event engagement platform, serving a wide array of clients, including associations, trade shows, and conference organizers. The platform focuses on maximizing attendee engagement, boosting exhibitor return on investment, and driving revenue growth for events. Swapcard's commitment to innovation is evident in its continuous development of features like AI-recommended leads and transformative upgrades to its registration modules. With a global reach, a remote-first team representing over 45 nationalities, and a track record of powering over 10,000 events for prominent industry players, Swapcard continues its journey to redefine event engagement and transform events into thriving, revenue-generating ecosystems.

Tech stack

Learn about the tools and technologies that Swapcard uses to build, market, and sell its products.

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Auth0

Mailjet

Swapcard employees can create an account to update this tech stack.

Employee benefits

Learn about the employee benefits and perks provided at Swapcard.

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Coworking budget

Budget for co-working spaces.

Work-from-home budget

Budget provided to support remote work.

Transport (Country-specific benefits)

Transport benefits, specific to country.

33 Days PTO

33 days of paid time off, regardless of location.

View Swapcard's employee benefits

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Please let Swapcard know you found this job on Himalayas. This helps us grow!

Apply now