Product Solutions - Implementation Manager

Job description

Hi there! We’re [**Sweed**](https://sweedpos.com/), a product-driven software company building the all-in-one platform cannabis retailers run their businesses on. We’re at an exciting point: the company is growing, our customers are getting more ambitious, and we’re rethinking how we deliver on our promise from the first conversation to full adoption. **This Is a Brand-New Role, and It Matters** You’ll join an experienced, close-knit Implementation team that already brings customers live every day. What you’ll add is something we haven’t had: someone who combines **deep product knowledge with technical skill** and looks at implementation as a system to improve, not only a project to finish. Our platform is powerful and our customers’ operations are complex. POS, eCommerce, inventory, compliance and marketing all have to work together from day one. You’ll be the person who looks across all of it and asks, “How could this work better, every time?” Where should we automate? Which steps slow customers down? What would make going live feel effortless? You’ll answer those questions and then help make the changes happen. **Why Now** We’re building for what comes next. As Sweed scales, solving each implementation by hand won’t take us where we want to go. We need **repeatable, smart and scalable ways to get customers to value faster**, and we need someone who wants to build them. This role is central to that shift. The work you do here will shape how every future customer experiences Sweed. **What Makes This Role Different** You’ll split your time between two things: - **Working hands-on with customers.** Own key implementations, understand how retailers really operate, and solve problems in the moment. - **Building the future.** Turn what you learn into automations, process improvements and product feedback that make the whole system smarter and the customer experience seamless. This is an **individual contributor** role with a lot of influence. It suits a Business Analyst with product development experience, a Product Manager or Product Owner who loves working closely with customers, or a technical implementation pro who keeps thinking, “There has to be a better way.” **About Us** At Sweed, we’re reimagining how cannabis retailers operate. Our enterprise-grade platform combines POS, eCommerce, Marketing, Analytics, and Inventory Management into a single, seamless solution—eliminating the need for multiple third-party tools. We build for simplicity, scalability, and performance, making life easier for cannabis retailers while helping them grow their businesses. **Why We’re Doing This** We believe cannabis retailers deserve technology that makes running their businesses easier and serves their customers better. The industry is evolving rapidly. We’re here to support that growth by making cannabis retail more efficient, accessible, and customer-friendly. **Team Structure** We’re a global team of over 250 people. Our development organization operates in cross-functional product teams, while our CEO, account management, and customer success teams are based in the United States. In this role, you’ll sit within our **Implementation team** in Customer Success, working side by side with Implementation Managers and Customer Success Managers, and partnering closely with our product and engineering teams. **What You’ll Be Working On** - **Own the implementation of key customers.** Understand their operational needs, lead regular working sessions, deliver product training throughout implementation, and keep commitments and next steps clear. - **Understand how customers operate.** Work with users and business stakeholders, observe workflows remotely and onsite, and find ways to improve processes and product usage as they move to Sweed. - **Investigate problems and find practical solutions.** Examine workflows and product behavior to tell configuration issues, training needs, defects and functionality gaps apart. Resolve what you can and bring in the right teams when needed. - **Find what can be automated.** Map our implementation process end to end, spot manual, repetitive or error-prone steps, and propose automations, tooling and templates that make every launch faster and more consistent. - **Make implementation scale.** Turn lessons from each launch into repeatable playbooks, configuration standards and best practices the whole team can use. - **Translate customer needs into clear requirements.** Define the underlying problem, business impact, user scenarios, business rules and expected outcomes. Validate assumptions and resolve inconsistencies before proposing changes. - **Manage customer requests and expectations before CSM handoff.** Keep a structured backlog of requests for your accounts. Assess what makes sense, explore existing capabilities and alternatives, and explain decisions and tradeoffs. - **Be the voice of implementation in product.** Collaborate with product and engineering to refine solutions and prototypes, follow agreed changes through development, and keep customers informed about progress and dependencies. - **Identify opportunities beyond a single account.** Recognize recurring issues and turn individual customer findings into improvements that benefit the wider platform and every future implementation. - **Follow through on results.** Present improvements to customers, support adoption, and confirm through hypercare that the solution solved the original problem. - **Deliver a seamless go-live.** Move new customers onto the Sweed platform with high satisfaction and engagement, minimal post-implementation follow-up, and a smooth handoff to the CSM team. **What We’re Looking For** - Experience as a **Business Analyst in a product development environment**, or as a **Product Manager / Product Owner with strong analytical skills**. - Direct experience working with external B2B customers: understanding their processes, investigating problems, discussing requirements and managing expectations. - **A builder’s mindset.** You notice friction, ask why it exists, and enjoy designing the systems, automations and processes that remove it. - Strong analytical and structured thinking. You can break down an ambiguous request, understand business logic and data relationships, identify contradictions and write clear requirements. - Experience working with product and engineering teams through implementation and validating the outcome with users. - Strong customer communication skills. You can build trust, lead productive conversations, handle disagreement and explain when a different approach would better solve the problem. - Technical fluency. You can investigate software behavior, work with data and configuration, discuss issues with engineers and recognize when specialist support is needed. - Curiosity and the ability to learn a complex platform across multiple functional areas. - Reliable ownership. You respond promptly, track commitments, follow up and make risks and blockers visible. - Ability to travel 40-50% of the time. - Strong spoken and written English, including the ability to lead customer meetings and write clear documentation. **Nice to Have** - Experience with retail software, POS, eCommerce, inventory management or other products supporting complex business operations. - Experience in cannabis or another regulated retail industry. - Hands-on experience with automation or low-code tools, scripting, or SQL and data analysis. - Proficiency in Python a plus - Experience improving customer workflows or building implementation playbooks. - Familiarity with APIs, integrations and data flows. - Experience leading customer workshops or conducting onsite discovery. **Why Join Sweed** - **Be part of something new.** Step into a first-of-its-kind role and help define how we scale. - **Build what lasts.** Your ideas become automations, playbooks and product improvements that shape every future customer’s experience. - **See your impact.** Work directly with customers and watch your work change their day-to-day operations. - **Own the whole journey.** Stay involved from identifying a problem through requirements, implementation and adoption. - **Work across a broad platform** and collaborate with multiple product teams. - **Help shape an approach to Customer Success** grounded in product knowledge, business analysis and practical problem-solving. If you get excited by complex systems, care deeply about customer experience, and want to help build something that lasts, we’d love to meet you. 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.