Compensation range for this role is $70,000 - $78,000 CAD + commission
Remote-friendly in North America, but must be able to work in PST hours.
Do you love translating complexity into clarity and turning ambitious goals into action?
We’re looking for an Implementation Manager to join us at MediaValet, where you’ll play a pivotal role in onboarding and empowering our customers.
In this role, you’ll lead the implementation of our Digital Asset Management (DAM) platform for a diverse range of customers—managing timelines, technical migrations, and stakeholder communications. You’ll be the trusted guide through onboarding, ensuring every client’s goals are clearly defined and successfully met. Your work will have a direct impact on customer satisfaction and long-term retention. This role reports to the Director of Customer Operations and works cross-functionally with our Sales, Engineering, Data Services, and Customer Success teams.
Key Responsibilities
Customer Onboarding & Relationship Management
Remote-friendly in North America, but must be able to work in PST hours.
Do you love translating complexity into clarity and turning ambitious goals into action?
We’re looking for an Implementation Manager to join us at MediaValet, where you’ll play a pivotal role in onboarding and empowering our customers.
In this role, you’ll lead the implementation of our Digital Asset Management (DAM) platform for a diverse range of customers—managing timelines, technical migrations, and stakeholder communications. You’ll be the trusted guide through onboarding, ensuring every client’s goals are clearly defined and successfully met. Your work will have a direct impact on customer satisfaction and long-term retention. This role reports to the Director of Customer Operations and works cross-functionally with our Sales, Engineering, Data Services, and Customer Success teams.
Key Responsibilities
Customer Onboarding & Relationship Management
- Serve as the primary point of contact for new customers throughout implementation, guiding them from kickoff through to go-live.
- Develop a deep understanding of each customer’s business and technical needs to tailor the onboarding experience.
- Build and maintain strong relationships, acting as a trusted advisor and strategic partner.
- Success in this role will be measured by on-time project delivery, customer satisfaction at go-live, and early platform adoption.
- Manage multiple concurrent implementation projects of varying scope and complexity.
- Own the technical migration process, partnering with Data Services and Engineering to seamlessly transfer digital assets into MediaValet.
- Lead key customer meetings including project kickoffs, training sessions, strategic check-ins, and escalation calls.
- Work closely with Sales to ensure a smooth handoff and a well-informed kickoff process.
- Partner with Customer Success to co-create impact plans that drive adoption and long-term value.
- Contribute to internal and external knowledge bases, documentation, and training resources.
- Continuously identify opportunities for process improvement, automation, and scalability.
- Are highly organized with excellent attention to detail, yet able to zoom out and align project work to bigger-picture goals.
- Excel at building relationships and becoming a trusted partner to clients.
- Communicate clearly and confidently—whether it’s a technical concept or a project update.
- Thrive in fast-paced environments and love juggling competing priorities.
- Are proactive, resourceful, and driven to see customers succeed.
- Have strong presentation skills and enjoy leading virtual and in-person sessions.
- Are enthusiastic about learning and becoming a subject matter expert (SME) on our DAM platform.
- 2–3 years in a customer-facing role (implementation, technical onboarding, customer success, or similar)
- Strong project management skills with a track record of delivering projects on time
- Exceptional written and verbal communication skills
- Ability to explain complex technical concepts to non-technical audiences
- Comfortable working cross-functionally and managing multiple stakeholders
- Ability to run scripts, test API calls, or work with CSV-based migration tools (preferred but not required)
- Familiarity with Digital Asset Management, Content Management Systems, or SaaS is a plus
- Experience using CRM and Project Management Tools
- Background in Technical Support or SaaS
- Experience working with API-driven platforms
- Work from Home: It's up to you. We have team members across the country and help you to set your home office up with a generous stipend. For those in Vancouver, if you want to come into our office in Yaletown, you totally can – at your discretion.
- Comprehensive Health & Benefits Plan: From Day 1, we offer a competitive health and benefits plan which includes an Employee and Family Assistance Program (EFAP)
- Paid Time Off: We have a generous PTO program, which includes 4 weeks’ vacation, personal wellness days, sick days, your birthday off, and a paid day off to volunteer!
- Great Location: We are headquartered in the historic Yaletown district of Vancouver, Canada; there’s plenty of food, shops and walkable areas around; and it’s close to transit.
- Home for the Holidays: We shut down operations between December 25th and January 1st every year to allow people to spend time with their families (and not use up vacation time) - and have done so since MediaValet was founded in 2010.
- Family Focused: We’re committed to providing a career that’s family-friendly and have the parental support and leave programs to back that up.
- Committed to Diversity & Inclusion: Our diverse backgrounds, skills, abilities and experiences make us stronger. We work hard to make MediaValet a place where everyone is valued, heard and respected. .