Senior Implementation Analyst

Summary

Join ZigZag Global as a Senior Implementation Analyst and lead clients through the onboarding process of the ZigZag Global Returns Solution. This remote role, based in France, requires managing e-commerce clients and retailer implementations for white-label partners. You will be responsible for the entire implementation lifecycle, from requirements gathering to go-live and handover to Client Success. The position involves managing stakeholder expectations, creating implementation plans, providing training, and generating key reports. You will also contribute to pre-sales discussions, support other analysts, and identify areas for process improvement. Occasional travel to Paris is required. Fluency in French and English is essential.

Requirements

• Multiple years of experience within SaaS (Software as a Service) implementations
• Fintech experience may also be deemed as relevant
• Excellent problem-solving skills, collaborating alongside key business functions such as Sales, Marketing, Product teams
• Multiple years of Delivery/Project Management experience, especially dealing with a range of client profiles, running concurrent projects
• Aptitude for understanding technical solutions and communicating to technical and non-technical audiences
• Ability to demonstrate an understanding of API and System Integration documentation
• Fluent in written and verbal English and French is a must for this role
• Confidence when interacting with clients

Responsibilities

• Hold and maintain a deep knowledge of, and be able to communicate, the capabilities of the ZigZag Global Returns Solution, including Post Purchase Experience
• Work as part of a globally distributed team to deliver retailers, WL partners and clients from pre-sales through to BAU
• Manage the implementation of multiple complex clients onto the ZigZag Global Returns Solution
• Primary point of contact for retailers, WL partners and clients throughout the onboarding process
• Point of contact for the rest of the business for implementation queries
• Communicate proactively with clients to facilitate the implementation process, identify risks and issues, and create solutions
• Work closely with the customer facing teams and WL partners to drive client satisfaction through the implementation process
• Effectively manage client and internal stakeholder expectations
• Share progress reports with the business on implementations in flight and call out risks to go live
• Create and share KPI reporting to a wider business audience
• Develop and maintain comprehensive implementation plans to meet client objectives
• Train and educate retailers, WL partners and clients on the ZigZag Global Returns Solution
• Hold internal meetings for key areas of implementation and own key areas of process
• Analyse and review existing processes to identify areas for improvement and develop strategies to resolve issues
• Provide training and guidance to new implementation team members
• Provide support to the Implementation Manager, covering for periods of leave
• Stay informed of relevant trends and industry news

Preferred Qualifications

• Retail and/or logistics experience would be a bonus
• Empathy and Compassion: Cultivate a Human Heart by displaying empathy and compassion, fostering positive relationships with team members and customers alike
• Tenacious Problem-Solving: Exhibit tenacity in addressing challenges, embodying the value of "Be Tenacious" by persistently seeking solutions and overcoming obstacles

Benefits

• Flexible hybrid remote model: work from our Paris office or fully remotely, as long as you're within one hour of Paris time. We know that everyone has their own way of working that best fits their lifestyle and needs
• International environment: join a diverse team with 10+ nationalities where English is our official language
• People-centric company: we believe that happy and healthy collaborators can achieve great things. Investing in their wellbeing is investing in our success
• Fun workplace where connections thrive: we value human connections and a collaborative work environment. That is why we organize opportunities to spend time together, whether physically or remotely
• 4 mandatory gatherings per year : we cover your expenses to join key company-wide events, including company & team offsite, plenary session and team event in Paris
• Office events : bi-monthly lunches at a restaurant with your peers, afterworks, breakfasts, themed activities
• Remote events: quarterly virtual gatherings (e.g. cheese tasting, flower decoration) and a buddy program to connect with teammates
• 33 days of paid time off: a generous PTO policy to support your work-life balance
• Swile card: Meal vouchers and more than €500/year for green transport subsidies (public transport, bike purchases, protective gear etc.)
• Work from home set-up: Get up to €500 to create an optimal home office with a desk and/or chair