Implementation Manager

Job description

**ABOUT SWEED** Sweed is a product-driven software startup building the all-in-one Dispensary Operating System for cannabis retail. Our enterprise-grade solution combines POS, eCommerce, Marketing, Analytics, Compliance and Inventory Management into a single seamless experience — eliminating the need for multiple third-party tools. We've been in the market for 6 years with a team of approximately 250 people across the US and internationally. We believe in the medicinal potential of cannabis and in our responsibility to help the industry operate better. Implementation is how that promise becomes real for every client we launch. **THE ROLE** Sweed is a cannabis dispensary's point of sale system and therefore is a critical operational system. Taking their current point of sale provider offline to switch to Sweed is a very time-sensitive and revenue-critical operation. Therefore, this could be argued to be the most important role in the customer life cycle. You'll own dispensary implementations end-to-end — From contract signature to kickoff through go-live — across a range of client profiles and complexity levels. You're the face of Sweed throughout: as comfortable presenting to the C-suite as training a budtender & store team, and just as comfortable troubleshooting a configuration issue when the situation calls for it. You'll work within a structured implementation org so you can stay focused on what matters: getting clients live on time, with full Functionality and confidence in the platform. Most implementations today include onsite work (typically 3–4 trips per month) with an additional associated bonus, and we're actively building toward more remote delivery. We want people who want to help shape what that looks like. **WHAT SUCCESS LOOKS LIKE** - On-time go-lives with minimal post-launch defects - Accurate, complete configurations with strong attention to detail - Confident handling of troubleshooting and technical escalations - High client confidence from kickoff through go-live - Clear, proactive communication with stakeholders at every level — including owners and executives - Strong ownership and the ability to work through ambiguity **WHAT YOU'LL DO** **Own the Full Launch Lifecycle** You manage every stage of implementation: kickoff → configuration → data migration → training → launch readiness → go-live. No hand-offs mid-stream — you own the customer relationship throughout this process and see it through. - Manage multiple concurrent implementations with strong prioritization and clean project tracking - Build and execute implementation plans, milestones, and checklists — and proactively improve them over time - Anticipate risks early, escalate with context, and create mitigation plans before issues affect go-live - Deliver go-lives without preventable dropped details **Lead Client Relationships** You run structured customer calls with executives, operations leads, and frontline teams — driving timelines, managing expectations, and keeping scope in check. - Communicate confidently with stakeholders at all levels, including VP and C-suite, and Owners - Set clear expectations from day one; prevent scope creep through structured milestone management - Understand current product capabilities and short-term product road map, to effectively advise customers what they have bought and what is coming soon - Build client confidence throughout the process so go-live feels like a celebration, not a scramble **Handle Technical Complexity** Our implementations are genuinely complex: state-specific compliance requirements, tax configurations, POS workflows, integrations, and data migrations. You don't need to know everything on day one — but you need to be the kind of person who gets there fast. - Troubleshoot configuration, workflow, and launch-readiness issues; document findings clearly - Develop deep expertise in the Sweed platform to drive efficiency and deliver best-in-class outcomes - Get increasingly comfortable with datasets and data migrations — imports, exports, validation, accuracy checks - Escalate to Engineering, Product, or Support when needed — with the right context to accelerate resolution **Contribute to How We Build** We're actively evolving how implementations are delivered — building toward more scalable, remote-first models. You'll be part of that. - Partner cross-functionally with Support, Product, Engineering, Sales, and Account Management for smooth handoffs - Contribute to implementation playbooks, SOPs, and quality standards as the function matures - Help build the remote delivery model for streamlined launch types **WHAT WE'RE LOOKING FOR** **Required** - 3+ years in SaaS implementation, onboarding, professional services, or a similar client-facing delivery role - Direct ownership of end-to-end implementations — not just a supporting role - Proven ability to communicate confidently with C-suite and senior stakeholders - Strong project and time management across complex, multi-stakeholder environments - Background in troubleshooting, technical escalations, or hands-on operational problem-solving - Proven track record of delivering implementations on time - Comfort working through ambiguity and solving problems without a perfect SOP - Ability to travel 3–4 times per month for onsite work **Strongly Preferred** Experience in regulated or high-complexity environments — any of the following is relevant: - Cannabis tech, retail operations, or dispensary management - Fintech, payments, or healthcare/EMR onboarding - ERP, compliance, tax, or audit software implementations - Retail POS, eCommerce, or inventory management platforms - Multi-location or multi-state SaaS environments **Within Your First 90 Days** You should be able to: - Independently run multiple implementations end-to-end (‘See-one, do-one, teach-one’ approach) - Lead structured, confident calls with clients at all levels including executives - Maintain clean, organized project tracking - Proactively identify risks and drive mitigations - Troubleshoot client issues with confidence and escalate clearly when needed - Develop deep working knowledge of the Sweed platform and implementation process **Who Thrives Here** - You take ownership — a missed detail before go-live is your problem to catch, not someone else's - You're calm under complexity — compliance requirements, tax configs, and data migrations don't rattle you - You communicate up and down — as comfortable with a CEO as with a store manager - You improve the process — you don't just run the playbook, you make it better - You adapt — our delivery model is evolving and you want to help build what's next **WHAT WE OFFER** - Competitive base salary plus a performance-based variable compensation plan - Medical, dental, vision, and additional health insurance options - Paid parental leave - Generous PTO and paid company-observed holidays - Real ownership of high-impact work — your launches directly shape how cannabis retailers operate - A function actively investing in its infrastructure — playbooks, tooling, and remote delivery models all being built now - A path to grow — we're building out a structured implementation org and promoting from within Sweed is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other characteristic protected by law.