Implementation Specialist

What Do We Do?

Triple Whale is the source of truth for eCommerce brands. Our platform centralises the entire analytics stack—from profit tracking and customer insights to marketing attribution and creative intelligence. We empower brands with the visibility they need to make smarter decisions, scale faster, and optimise every dollar spent.

Why Triple Whale Needs You:

We’re looking for an Implementation Specialist to own the onboarding journey for new Triple Whale clients. From contract signature to full go-live, you’ll lead implementation projects end-to-end, ensuring a smooth, efficient, and successful launch that sets the foundation for long-term customer success.  Applicants must be based in London or within a commutable distance.

What You’ll Do

• Act as the primary point of contact and trusted adviser for clients throughout onboarding.

• Lead end-to-end implementation projects, from documentation and configuration to testing, training, and launch.

• Manage multiple client implementations simultaneously, balancing priorities without compromising quality.

• Deliver strategic guidance on marketing and analytics workflows, helping clients maximise the value of Triple Whale from day one.

• Provide leadership during training and onboarding sessions, driving adoption and confidence in the platform.

• Partner cross-functionally with Customer Success, Product, Development, Finance, Technical Support, and Marketing to resolve issues and streamline processes.

• Identify risks early, proactively remove blockers, and keep projects on track to meet deadlines.

• Monitor product usage and adoption immediately post-launch, ensuring a seamless transition to Customer Success.

• Share insights and feedback to influence both product development and internal onboarding processes.

• Troubleshoot software and integration challenges when needed, escalating appropriately.

What You’ll Bring

• Strong leadership presence with proven ability to manage client relationships at both strategic and tactical levels.

• Excellent written and verbal communication skills, including the ability to simplify complex concepts.

• Demonstrated project management experience, with a track record of successfully leading complex onboarding or implementation projects.

• Solid understanding of digital marketing tools, data workflows, and how modern marketing teams operate.

• Knowledge of retail and eCommerce business needs, processes, and best practices.

• Highly organised and detail-oriented, with the ability to manage competing priorities in fast-moving environments.

• Technical aptitude to support client onboarding and troubleshoot issues.

• A proactive, solution-oriented mindset with the ability to think strategically while executing tactically for both your customers and your team.

Bonus Points For

• Previous experience in SaaS, MarTech, analytics, or eCommerce platforms.
• Background in customer success, account management, or professional services.

Our Values

• We Are Customer Obsessed: From our mission to every detailed project, everything we do is designed to create a positive impact for our customers.
• We Move (Very!) Quickly: The speed at which we work, iterate, and deliver value is our most competitive advantage. 
• We Are Trustworthy: Candor, directness, and honest communication helps us learn, grow and improve so we can win together. 
• We Are Curious: We extend beyond our comfort zone and ask questions that guide us towards new, creative, and bold paths.
• We Act Like A Mensch: We act with honor, integrity and empathy, and have deep respect for our customers and each other.

Perks

• Greatest Team: A world-class team of the brightest and most talented out there! Work with fun, hardworking, kind, nice people who are passionate about what they do
• Compensation: Competitive salary, benefits, and equity
• Time Off: Generous PTO. We want you to relax when you need to relax!
• Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.