Every Sedna product we sell is semi-custom. That is a strength commercially and a bottleneck in delivery. Our Implementation Managers are excellent at taking a customer from signature to live, but the technical edge cases inherent in a semi-custom build (a tagging model that won't behave, an integration that won't connect, a configuration question with no standard answer) pull them off the critical path while they wait on other teams for help.

This role removes that bottleneck. You are the senior technical engine of the Delivery team: a hands-on, broad-spectrum engineer who solves the hardest implementation problems wherever they sit. Your time is split roughly evenly:

• 50% customer facing: you own complex implementation work directly with the customer. This includes the non-standard projects our implementation team isn't set up to deliver, where you also act as product manager, supported by our Product and Engineering teams. You lead it end to end: the customer relationship, the plan, the timeline and the build, working with the customer's IT and operations teams and their third-party vendors.
• 50% internal facing: you are the technical lead and coach for our Implementation Managers, many of them early in their careers. On their projects they keep ownership of the customer, plan and timeline. You unblock them on complex tasks. You sit inside Delivery, you report to the Head of Delivery, and you are measured on the same outcomes as the rest of the team. That is deliberate: your incentives are aligned with speed to value. You win when the team ships launches faster, not when a ticket is closed somewhere else.

What this role is, and what it isn't

This role IS

This role is NOT

• A senior engineer customers trust with their hardest implementation problems.
• A force multiplier and coach for the Implementation Managers: you make the whole team faster and more capable.
• Hands on the build: configuration, tagging, auto-email-taggers, integrations, APIs and scripting.
• The first line of technical resolution, so problems get solved inside Delivery.
• Not a takeover of the Implementation Managers' projects. When you support them, they keep owning the customer relationship, plan and timeline.
• Not limited to standard work. Non-standard projects the implementation team isn't set up to deliver are yours, with Product and Engineering behind you.
• Not a people manager. This is a senior individual contributor role with no direct reports.
• Not a Product or Engineering function. You live and are measured inside Delivery.

Own complex and non-standard implementations directly with customers (around 50%)

• Take complex implementation work end to end: agree scope and plan with the customer, manage the timeline and communication, and deliver the technical solution yourself.
• Take on the non-standard projects the implementation team isn't set up to deliver, and both product and project manage them: define the requirement with the customer, shape the solution with our Product and Engineering teams, and drive it through to go-live.
• Run technical discovery and design sessions where a requirement has no standard configuration, and turn them into a configuration or integration design that works in practice.
• Deliver the build yourself: workflows, mailboxes, Microsoft 365 tenant and permission setup, key settings, category and job tags, auto-taggers, and the scripts or API calls needed to make a semi-custom solution work.
• Lead email, VMS, API and job-reference integrations, including connections to third-party chartering and voyage-management systems. Troubleshoot them, and write specifications that customers, vendors or Engineering can act on.
• Working with the Customer Success Manager, review live customers whose workflow isn't delivering value (category tag overload, job tag pollution, sub-voyage tagging, mis-operated setups) and lead the redesign with the customer.
• Be credible in front of senior technical and operational stakeholders, including in difficult or escalated conversations.

Lead and level up the Implementation Managers (around 50%)

• Be the first technical resolver for the Implementation Managers. When an implementation hits a technical wall (a configuration edge case, a tagging model that won't behave, an integration that won't connect, an "is this a bug or a config?" question) they come to you, and you get them moving again.
• Coach Implementation Managers through complex tasks rather than taking them over, so each one can handle a wider range of problems over time.
• Run configuration reviews on complex launches before go-live, covering key settings, mailbox configuration and auto-tagger logic, so problems are caught early.
• Turn recurring roadblocks into reusable assets (playbooks, templates, scripts, tooling) so the same problem never stops the team twice.
• Hold the escalation boundary. Decide what can be solved inside Delivery and what genuinely needs Engineering. When it does, go directly to engineering leads with a problem that is specified, reproducible and ready to act on.
• Feed recurring patterns back to Product and Engineering so root causes are fixed at source rather than solved again on every account.

You will work day to day with Implementation Managers, Customer Success, Engineering leads, and customer IT and operations teams.

In your first 90 days, you can expect

This role is hands on from day one. The first three months move you from learning our platform to owning complex implementations and technical support for the team.

• Weeks 1 to 4: Get deep on the Sedna products: product architecture, the tagging model, auto-taggers and the integrations relevant to each live project. Shadow live implementations and configuration reviews, and meet the Delivery, Customer Success and Engineering teams.
• Weeks 4 to 8: Take on your first complex customer requests directly, and lead your first configuration reviews and workflow redesigns. Become the go-to technical contact for the Implementation Managers.
• Weeks 8 to 12: Own your first complex implementations end to end with the customer, and run a regular technical clinic for the Implementation Managers.
• By day 90: You have a documented, repeatable approach to configuration review, integration requirements and technical troubleshooting that the team uses, plus a first set of playbooks covering the most common blockers.

Success Metrics

• Time to live: average implementation time reduced by 10% on accounts where you are involved, measured from kickoff to go-live.
• Customer-facing delivery: complex implementations you own go live on the agreed plan, with positive feedback from the customer's technical and operations teams.
• Time to unblock: median time to resolve an Implementation Manager's technical blocker under 2 working days.
• Resolved in Delivery: a rising share of technical blockers resolved inside Delivery without an Engineering ticket, and anything escalated is reproducible the first time.
• First-time-right configuration: under 20% of launches need tagging or workflow reconfiguration after go-live. Baseline to be established in month one.
• Team capability: a growing set of playbooks and tools in active use, and Implementation Managers handling more problem types on their own each quarter.

Essential

• Seniority: 6+ years in technical implementation, solutions engineering, integration or professional services in B2B SaaS or enterprise software, much of it working directly with customers.
• Hands-on build: a track record of configuring and integrating enterprise software for customers yourself, not only specifying it.
• Technical depth: comfortable writing scripts (Python or JavaScript) to call REST APIs, transform data and automate fixes. Working knowledge of OAuth, JSON and SQL. Able to read logs and reproduce issues.
• Integrations: practical experience with APIs, data mapping and third-party system integrations, and the ability to write requirements that customers, vendors or engineers can act on.
• Customer credibility: confident leading technical sessions with customer IT and operations stakeholders at large enterprises, including in difficult conversations.
• Project ownership: able to run a complex implementation end to end, managing scope, plan and timeline with the customer.
• Coaching: experience mentoring less experienced colleagues, and the patience to teach rather than take over.
• Product sense: able to turn a customer need our products don't yet cover into a clear requirement, and shape the solution with Product and Engineering.
• Engineering credibility: able to engage engineering leads directly and get issues understood and prioritised.
• Bias to repeatability: an instinct to turn one-off solutions into templates, standards and documentation.

Strongly preferred

• Hands-on experience with Microsoft Graph and Microsoft Entra ID (app registrations, permissions and consent, mailbox access).

Desirable

• Exposure to maritime, shipping, commodities or logistics.

Our Values

Finally, culture is important to us, so we also look for candidates who share our values:

Stay Ahead, Stay Agile

• We don’t just adapt-we anticipate change and act with confidence.
• Curiosity, data, and customer insights help us stay ahead of the curve.
• We embrace challenges as opportunities and remain resilient under pressure.
• By staying open to new ideas and ways of working, we lead the future.

Execute With Focus

• We turn strategy into action, delivering measurable results that matter.
• Every initiative counts-discipline and ownership drive business impact.
• We make smart decisions with speed, balancing pace and precision.
• Clear priorities keep us focused on what moves the needle.

Work Together, Win Together

• Collaboration is our superpower-we succeed as one team, internally and with customers.
• We co-create solutions, seek feedback, and build the future of the OS together.
• Strong relationships are built on trust, respect, and shared goals.
• By aligning across teams and with customers, we unlock greater impact.