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Implementation Manager



Austin, TX, USA · Atlanta, TX, USA
Posted on Wednesday, June 26, 2024

About Gelato
Gelato has built the world's largest and most global network for on-demand production of customized items e.g. t-shirts, wall art, mugs, books, hoodies, and cards. We support a new wave of e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable production. With local production and exact matching of supply and demand, there is no waste, and carbon emissions are reduced.

We own no assets - we build the software that connects world-class production facilities all across the world. We have more than 130 production partners in 32 countries. In 72 hours we can reach more than 5 billion people with customized products in a smarter, faster, and greener way.

Gelato is changing the way that customized products can be produced on-demand. We are already empowering thousands of e-commerce entrepreneurs to grow and scale their businesses. With local production, and exact matching of supply and demand, there is no waste and carbon emissions are reduced.

Gelato consists of three different business units, starting with Optimalprint as our B2C business, offering personalized products to consumers all over the world. Secondly, GelatoCreate caters to creators through our software platform and connects them with a global range of production partners (customers). Lastly, we have our newest business unit, GelatoConnect. With GelatoConnect, we have built the largest ecosystem in the printing industry, which offers cost savings and efficiency improvements for our customers.

What You Will Be Doing
As an Implementation Manager for the GelatoConnect division, you will be responsible for overseeing the delivery of high-quality services to our customers, ensuring their success in implementing and utilizing our print software solutions. Your primary objective will be to deliver outstanding customer experiences, meet project deadlines, and drive customer satisfaction.


  • Collaborate closely with our customers to understand their unique requirements, provide expert guidance on best practices, and develop tailored implementation plans to achieve their objectives efficiently and effectively.
  • Oversee the end-to-end delivery of implementation projects, including scoping, planning, resource allocation, execution, and post-implementation support, ensuring projects are delivered on time, within budget, and to the highest quality standards.
  • Drive continuous improvement initiatives to enhance service delivery processes, methodologies, and tools, leveraging feedback from clients and internal stakeholders to optimize the customer experience and increase operational efficiency.
  • Cultivate strong relationships with key stakeholders within client organizations, including executives, project sponsors, and end-users, to foster trust, address concerns proactively, and identify opportunities for upselling or cross-selling additional services.
  • Collaborate closely with cross-functional teams, including sales, product, engineering, and customer support, to align service delivery with overall business objectives, prioritize customer needs, and drive product enhancements based on customer feedback.
  • Monitor and analyze key performance indicators (KPIs) related to service delivery, such as project timelines, customer satisfaction scores, and revenue targets, and take corrective actions as needed to ensure targets are met or exceeded.

Who you are
You have a start-up mentality, incredible stamina, resilience, and grit. You’re a doer. You change until you win. You feel comfortable getting your hands dirty while never losing sight of long-term ambition. You are confident in your abilities and experience, yet humble and curious in your execution. Embracing change, complexity, and ambiguity while also navigating a little bit of chaos is essential for success in this role. Working in Gelato means not only thriving in such an environment, but also finding comfort in being uncomfortable.

Our requirements for the role include:

  • Bachelor’s degree in business, computer science, engineering, or a related field; advanced degree preferred.
  • Proven experience (5+ years) in a leadership role within the software industry, with a focus on professional services, consulting, or implementation.
  • Strong project management skills, with experience leading complex, multi-phased software implementation projects.
  • Excellent communication and interpersonal skills, with the ability to build rapport with clients and internal teams at all levels of the organization.
  • Demonstrated ability to drive results, manage stakeholder expectations, and navigate challenging situations with diplomacy and professionalism.
  • Familiarity with print software solutions and related technologies is a plus.

What it’s like to work at Gelato
We are a customer-obsessed team with the ambition to change the world by connecting technology to the printing industry and making it much more sustainable. Everyone who joins our team must feel genuinely intrigued and motivated by our mission. We expect a lot. We are a driven team with big goals, so we seek individuals who are genuinely passionate about their work and possess an entrepreneurial spirit. Our culture is unique and we live by our values, so it's worth learning more about our culture and how we work before presenting your application.

At Gelato, we pride ourselves on our global presence with 14 offices worldwide, fostering a dynamic and diverse work environment. Rooted in a culture that values collaboration, creativity, and camaraderie, we actively cultivate a company culture that thrives on shared experiences. We encourage team members to embrace this culture by working from our inspiring office spaces at least three days a week, allowing for meaningful connections and collective growth.

Lastly, we ask that you please upload your CV in English, regardless of which country you are applying from.