**Mission** The **CIM Team Lead** plays a central role in transforming the Implementation function into a true **consulting practice** within the Customer Organization. They guide CIMs in evolving from execution\-driven implementers to **consultative experts** who deliver measurable client success, efficiency, and value. As part of this transformation, the CIM Team Lead supports the Head of CIM in shifting the team from a **cost center to a business unit**, focused on efficiency, impact, and margin optimization. ### **Operational Excellence \& Delivery Oversight** * Validate **quotes vs. scope** to ensure services are correctly defined and aligned with client expectations. * Guarantee **handover completeness** before kickoff, verifying all key information from Sales or CAM. * Drive **delivery efficiency** (*aim to deliver in 4 days what was previously scoped for 6, without compromising quality).* * Oversee **project allocation and prioritization** within their region. ### **Consulting Transformation \& Capability Building** * Coach CIMs to transition from implementation specialists to **consultant partners**. * Identify and address **training needs** to build consulting, engagement, and advisory skills. * Analyze performance data to identify high\-engagement CIMs, document their practices, and share learnings across teams. * Promote adoption of **best practices and benchmarking** to continuously elevate the delivery standard. ### **Performance Management \& Service Value** * Monitor **engagement scores** (Gold vs. Silver) to track client performance and satisfaction. * Collaborate closely with **Sales, CAMs, and the Solution Design team (SD)** to ensure the right service positioning in proposals. * Provide insight and data to support Sales in **articulating service value** and securing correct pricing. * Validate service proposals for new business opportunities to ensure accurate scoping and profitability. ### **Cross\-Functional Collaboration** * Partner with the **Head of CIM** on business performance reviews, efficiency tracking, and margin optimization. * Work with **Marketing** to highlight successful client use cases and best practices. * Share insights with **Sales and Product** teams to refine offerings and strengthen alignment between service delivery and client needs. * Collaborate with **CAM Team Leads** to ensure a seamless client journey from setup to adoption and renewal. * Partner with the **CAM and Product teams** to align on **Exhibitor Marketplace** adoption strategies, ensuring setup execution directly contributes to broader revenue and engagement goals. ### **Profile \& Background** * Strong background in **implementation, consulting, or solution delivery**, ideally within a SaaS or event tech environment. * Proven ability to manage **complex project portfolios** and coach technical or consulting teams. * Strong business acumen — able to connect delivery quality to **financial performance** (margin, charge per day, utilization). * Skilled in stakeholder communication, process design, and performance tracking. * Fluent in balancing **client satisfaction, operational efficiency, and business profitability**. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.