Job description
Description
Zelh is a fast-growing, passionate outsourcing company.
Our mission is to be the most reliable company by offering and maintaining consistently high-quality services.
We achieve the mission by fostering long-term relationships with customers, employees, and vendors. Personal attention, timely communication, and respect for all people are the basis of our business philosophy!
Currently, we are searching for Senior Implementation & Onboarding Project Manager for one of our Logistics Client.
The Senior Implementation & Onboarding Project Manager owns the delivery of high-ACV, technically complex customer implementations and expansion initiatives. This role plays a critical role in late-stage solutioning, cross-functional alignment, and risk management for enterprise customers, ensuring implementations deliver rapid time-to-value while balancing customer expectations and internal constraints.
This role requires a senior operator who can independently lead complex implementations, manage executive-level customer stakeholders, and proactively resolve ambiguity.
Key Responsibilities
Enterprise Implementation Ownership
• Own 3–6 concurrent enterprise and high-ACV customer implementations
• Lead highly complex implementations involving APIs, integrations, data movement, and custom workflows
• Serve as the primary delivery owner accountable for timeline, scope, and outcomes
• Lead executive-level customer communications when risks or changes arise
Strategic Solutioning & Pre-Close Engagement
• Act as a key partner to Sales, Sales Engineering, and Product during late-stage deal cycles
• Shape implementation strategy, sequencing, and resourcing for high-ACV opportunities
• Identify implementation risks pre-close and influence deal structure, scope, and timelines accordingly
• Provide clear recommendations on out-of-the-box vs. custom solutions and associated costs
Expansion & Growth Implementations
• Own complex expansion implementations post-go-live
• Launch expansion efforts within 2 weeks of close (given customer readiness)
• Coordinate with Customer Success while maintaining ownership of expansion delivery
• Serve as a direct point of contact for customer technical leadership when required
Risk, Scope & Escalation Leadership
• Own change management and scope control for high-ACV customers
• Proactively identify risks and lead mitigation strategies
• Drive cross-functional alignment and escalate blockers with urgency and clarity
• Act as the escalation point for complex implementation issues
Process & Delivery Excellence
• Contribute to implementation playbooks, best practices, and delivery frameworks
• Mentor mid-level Implementation PMs
• Provide feedback to Product and Engineering based on implementation learnings
Success Metrics
• ≥95% of enterprise implementations delivered on time and in scope
• Time-to-Value (TTV) ≤ 8 weeks
• Expansion implementations launched within 2 weeks of close
• Reduced executive escalations post-go-live
• High satisfaction scores from enterprise customers and internal stakeholders
Customer & Implementation Profile
• ACV: $350K–$1.5MM
• Complexity Includes: APIs, integrations, data triggers, data movement, custom workflows
• High-touch, enterprise-grade delivery motion
Required Experience
• 7–10+ years of implementation or delivery project management experience
• Proven success delivering enterprise or high-ACV SaaS implementations
• Experience leading technical solutioning and managing customer engineering teams
• Executive-level communication and stakeholder management skills
• Strong judgment in ambiguity and high-pressure situations
Tools & Environment
• HubSpot
• Monday.com
• Atlassian (Jira, Confluence)
• Clari Copilot
• Microsoft 365
Working conditions:
Work schedule: Mon-Fri 8 am - 5 pm EST
Competitive Salary in USD
Office mode of work in Belgrade, Serbia
10+ business days of paid time off
Team building and corporate events
Equipment provided
A supportive team
