Customer Integrations Lead

Job Description

Zeus is a fast-growing component of the Washington Post that is helping publishers optimize their digital advertising and level the playing field as they compete for ad dollars with digital native social and search giants, using the same technology and strategy as the Washington Post.

The Customer Integrations Lead is responsible for the team, technology and processes that facilitate implementation and management of Zeus software on publisher customer sites. You'll be responsible for managing a team of onboarding specialists who work directly on implementation projects. You'll ensure implementations are successful by bringing together your team, experts from our organization and publisher teams. In addition to managing customer implementations, you'll collaborate with product and engineering teams to develop technology and procedures that improve the quality, speed and efficiency of implementation projects.

This position is remote-friendly for work in the US.

Zeus is a new business that is growing quickly, so you must be able to manage your team, in addition to building processes and procedures to help our organization scale.

While not an engineering or product management role, an understanding of core product development and engineering concepts is critical as you'll engage directly with those teams to ensure our software properly supports our customer integrations.

  • Lead the team that leads the customer and Zeus teams through each implementation project.
  • Establish and maintain a vision and roadmap for more efficient onboarding processes.
  • Advocate for onboarding team and customer onboarding interests as a stakeholder/initiator in product, engineering, partner management and BI initiatives.
  • Identify and enforce scope boundaries between the Zeus and client teams throughout the onboarding process. Identify opportunities to clarify those boundaries throughout the sales/implementation process.
  • Ensure high quality project plans and detailed instructions are being delivered across multiple customer implementation projects.
  • Hire and train team members and work with Sales to manage, communicate and plan capacity for client onboarding projects.
  • Maintain documentation that explains the onboarding process and plans to internal teams and customers.
  • Create and maintain onboarding processes and supporting collateral including tools (Slack, Notion, etc.) we use to facilitate customer implementations.
  • Establish testing and quality expectations across teams to ensure high quality customer implementations and partner integrations.
  • Collaborate with product, partner management, BI and engineering teams to ensure proper personnel support of onboarding projects from our internal teams.
  • Convene cross-functional teams to address critical customer onboarding or maintenance issues/improvements.
  • Collaborate with Sales and Account Management teams to ensure smooth transitions of customer relationships.
  • Develop expertise on the Zeus product and the Ad Tech space to facilitate detailed conversations with customers.
  • Identify unique features of each client implementation project and engage additional Zeus teams to ensure our products incorporate a scalable solution for future implementations.
  • Support rollout of new products by advocating for customers and Integrations team during development and testing.

  • Bachelor's Degree or equivalent work experience
  • Minimum experience 10 years in B2B software operations or product management
  • Proven experience measuring and implementing repeatable processes with cross-functional teams
  • Basic project management skills, with a strong focus on identifying and streamlining cross-team dependencies
  • Proven ability interacting with customers and all organizational levels and leading cross-functional teams
  • Experience in publishing and/or digital advertising technology (ad tech) preferred
  • Strong organizational, creative problem-solving, and collaborative skills
  • Ability to work well in a dynamic group environment and under deadline pressures
  • Strong analytical, oral and written communication, and presentation skills

The Post strives to provide its readers with high-quality, trustworthy news and information while constantly innovating. That mission is best served by a diverse, multi-generational workforce with varied life experiences and perspectives. All cultures and backgrounds are welcomed.

The innovation doesn't end in the Newsroom - dozens of teams power The Washington Post. We are now hiring the next innovator - how will you Impact Tomorrow?


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