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about 1 month ago
Requirements and responsibilities
We’re Sweed - a product-driven tech company building an all-in-one cannabis retail platform. We’re looking for an experienced Implementation Manager to join our team and own end-to-end customer implementations in a complex, regulated environment.About UsAt 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, efficiency, and scalability - making life easier for cannabis retailers while driving real business growth.Why We’re Doing ThisWe believe in the medicinal potential of cannabis. It has been shown to help with chronic pain, anxiety, depression, and many other conditions. Despite lingering stigma, we see cannabis as a powerful tool for improving lives.The industry is evolving fast, and we’re here to drive that transformation - making cannabis retail more efficient, accessible, and customer-friendly.Where We Are NowWe’ve been on the market for 7+ years, continuously growing and refining our product.Our focus is earning customer trust - which means shipping improvements, strengthening delivery processes, and navigating a complex legal landscape to keep our platform compliant and future-proof.Team StructureSweed is a 200+ person company.Our development organization is globally distributed and organized into cross-functional product teams.Our Customer Success org and client-facing functions are largely US-based, working closely with Product and Engineering to ensure successful rollouts and long-term customer outcomes.About the RoleAs an Implementation Manager, you’ll own multiple dispensary implementations end-to-end - from kickoff through go-live - for both SMB and enterprise clients migrating from existing POS platforms.You’ll be the face of Sweed throughout the implementation process. This means you should be equally comfortable presenting to VP-level or C-suite stakeholders, coordinating with operations leads, training frontline store teams, and rolling up your sleeves to troubleshoot configuration or workflow issues.You’ll operate in a genuinely complex environment: state-specific compliance requirements, tax configurations, POS workflows, integrations, data migrations, and customers who have real stakes in getting launch right.Today, implementations include a significant amount of onsite work - typically 3–4 trips per month for trainings, go-lives, and high-touch rollouts. Long-term, we’re building toward more scalable, remote delivery, and we’re excited to hire people who want to help shape what that future looks like.Success in this role means customers cross the finish line on time, with full confidence in the platform and no preventable surprises on launch day.Success in This Role MeansOn-time go-lives with minimal post-launch defectsAccurate, complete configurations with strong attention to detailConfident handling of troubleshooting and technical escalationsHigh customer confidence from kickoff through go-liveClear, proactive communication with stakeholders at all levels — including executivesStrong ownership, organization, and ability to work through ambiguityWhat You’ll DoOwn implementations end-to-end: kickoff → configuration → data migration → training → launch readiness → go-liveManage 5–10 concurrent implementations with strong prioritization and clean project trackingLead structured customer calls with executives, operations leads, and frontline teams — driving timelines, setting expectations, and preventing scope creepBuild and execute implementation plans, checklists, and milestones, while proactively improving them over timeAnticipate risks early, escalate with context, and create mitigation plans before issues impact go-liveTroubleshoot configuration, workflow, and launch-readiness issues; clearly document findings and escalate when neededPartner cross-functionally with Support, Product, Engineering, Sales, and Account Management for smooth handoffs and issue resolutionDevelop deep expertise in the Sweed platform to drive efficiency and deliver best-in-class client outcomesGet increasingly comfortable with datasets and data migrations, including imports/exports, validation, and accuracy checksTravel to customer locations as needed - currently 3–4 trips/month — for onsite training, go-lives, and high-touch implementationsWhy This Role Is ExcitingOwn high-impact implementations. Your work directly affects store launches, operations, and customer success.Tackle real complexity. State-specific compliance, tax configurations, POS workflows, integrations, and data migrations.Build scalable systems. Help refine implementation playbooks, processes, and quality standards as we evolve the function.Strengthen valuable hard skills. Deep exposure to datasets, migrations, and technical problem-solving.Work close to the customer. You’ll see firsthand how dispensaries operate and how our product supports their day-to-day work.What We’re Looking ForRequired Experience3–7+ years in SaaS implementation, onboarding, professional services, or a similar customer-facing delivery roleDirect ownership of end-to-end implementationsProven ability to communicate confidently with C-suite and senior stakeholders, not just day-to-day contactsStrong project and time management in complex, multi-stakeholder environmentsBackground in troubleshooting, technical escalations, technical support, or hands-on operational problem-solvingProven record of delivering implementations on timeExperience managing multiple concurrent projects in a fast-paced settingComfort working through ambiguity and solving problems without always having a perfect SOPComfortable traveling 3–4 times per month for onsite workStrongly PreferredExperience in regulated or high-complexity environments, such as:Cannabis tech implementations — bonus, not requiredCannabis retail operations / dispensary managementFintech / payments onboardingHealthcare / EMR implementationsERP implementationsCompliance, tax, or audit softwareRetail POS systemseCommerce or inventory management platformsMulti-location / multi-state SaaS environmentsEarly Success IndicatorsWithin 90 days, you should be able to:Independently run multiple implementationsLead structured, confident calls with customers at all levels — including executivesMaintain clean, organized project trackingProactively identify risks and drive mitigationsTroubleshoot customer issues with confidence and escalate clearly when neededDeliver go-lives without preventable dropped detailsDevelop deep expertise in the Sweed platform and implementation processWhat We OfferMedical, dental, vision, and other health insurance optionsPaid parental leavePaid company observed holidaysGenerous paid time offSweed 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.
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