Implementation Specialist

You probably remember the best customer journey you’ve ever experienced, and the worst one too. But why is that? What can businesses do to keep you engaged, solve your problems, and make your life easier and more beautiful, not just in one moment, but across every interaction?

“The entire customer journey. One platform”

People move between channels, platforms, apps and physical locations without thinking about it. Wherever your journey starts and wherever it continues, our goal is simple and ambitious: “Enable growing businesses to serve, sell, interact and engage through one Global AI Powered Customer Engagement Platform. We connect conversations, customer data and payments with AI Agents, so that businesses all over the world can grow faster, together.

All our services are fully integrated within our unique business structure, consisting of four business units: Connect, Pay, Live, and Engage.

Now, we’re looking for an Implementation Specialist to join the Delivery team within the Engage Business Unit!  

What you will do

As an Implementation Specialist, you’re the one who kicks off every new customer relationship, making sure businesses don’t just use our products but truly understand and benefit from them. From technical implementations to training users, you’ll be the go-to person who ensures everything runs smoothly.

In your first 12 months, you will:

• Become a trusted product expert of our Engage (AI-SaaS) product portfolio: Mobile Service Cloud, AI Cloud (HALO/Inspire), and Marketing Cloud. You'll work closely with clients from various industries to understand their specific business needs and translate them into successful implementations. Depending on your experience, you'll progress from delivering standard configurations to architecting sophisticated, multi-product solutions.

• Serve as the primary point of contact for your customers, engaging with them in a personal, consultative, and commercial manner. You'll manage the complete project lifecycle—from scoping and kickoff through configuration, training, and go-live. Implementation timelines range from one week for focused rollouts to three months for complex enterprise transformations. You'll confidently manage multiple projects simultaneously, each with unique requirements and stakeholders.

• Design and configure AI-powered solutions that solve real business problems. From conversational flows and knowledge base integrations to more advanced custom tool configurations and API integrations, you'll help customers unlock the power of intelligent automation. Your technical depth will grow as you tackle increasingly sophisticated challenges.

• Share your knowledge through peer reviews, support colleagues on technical challenges, and identify opportunities to improve our delivery processes using AI, automation, and smart tooling. More experienced specialists will actively mentor team members and champion process innovations.

• Make decisions fast, test ideas, and learn from what doesn't work

  Operate with autonomy and agility. You'll navigate ambiguity, make informed decisions with incomplete information, and iterate quickly based on customer feedback and project learnings.

• Help shape the future of this role: As AI transforms our industry, you'll actively participate in evolving how we work. Success is measured by customer impact and value delivered, not by perfect plans or rigid adherence to process.

That’s why you ideally have

• 3+ years of working experience in a fast-paced Software, SaaS, or IT company

• Proven project management experience, preferably in a SaaS environment, managing multiple client-facing implementations from start to finish

• Natural interest and affinity for technology—you're curious about how systems work and eager to learn

• Hands-on experience with (implementing) AI solutions—whether conversational AI, automation, or intelligent workflows

• Technical knowledge such as JSON, JavaScript, APIs, or integration architectures is a strong plus

• Strong presentation and facilitation skills—you can lead discovery sessions, deliver training, and guide brainstorming workshops

• Ability to engage clients in a personal and commercial manner, building trust and long-term relationships

• Comfortable communicating through various channels: online and offline meetings, email, and phone

• Fluency in English and Dutch (written and spoken)
  

The reality at CM.com

We believe honesty creates better matches. So here it is:

• You work on-site with your team, collaboration happens face to face.

• Priorities can shift quickly as technology and insights evolve.

• AI will change how your role looks, fast. Some tasks you do today may disappear next year.

• We move before everything is finished or polished.

• For this position, we can only consider candidates who already hold a permanent work and residence permit for the Netherlands.

If that excites you, you’ll probably feel at home here. If you’re looking for predictability and fixed boundaries, this may not be the right place.

Every CM.com colleague, connects to our 4 shared values:

Drive and Lead

We value your expertise and professional judgement. You understand the mission of CM.com and feel ownership over your role and its contribution to the bigger picture. You take initiative, make decisions and recognize opportunities. Making mistakes is part of moving forward.

Grow and Learn

Growing Faster Together is not just our purpose, it’s how we work. The growth of our colleagues and our customers is our priority. Our organization is designed to support this through the CM Academy, the Young Professional Program and our own CM Business Adventure, the CMBA. But growth also comes from daily curiosity.

You enjoy stepping outside your comfort zone and you like to experiment, learn continuously and actively share knowledge and insights with others.

Together and Care

At CM.com, we work together. We believe that diverse perspectives lead to stronger outcomes. Diversity is therefore essential to us.

We value the social side of work. We trust one another, show genuine interest and care about one another’s well-being. You are looking for that connection, you prefer being together on-site, sharing ideas, meals, workouts and conversations, and you believe that energy is created by meeting in person.

Speed and Change

For more than 25 years, we have operated at the forefront of innovation. Change is not something we respond to, it’s something we actively drive.
By welcoming AI Agents into our organisation, we fundamentally change how work is done. This allows us to move faster, do more with fewer people and continuously rethink roles and responsibilities. You are comfortable with that reality and want to contribute to progress rather than maintaining the status quo.

Company Benefits

At CM.com, we believe in empowering our people to do what they love, excel at what they do, and make a meaningful impact. As a CM.com club member, you’ll have the following benefits:

• Onboarding: Join our unique 3-days Global Onboarding program in our Headquarters in Breda, a deep dive into the culture of CM.com.

• Healthy food: Daily healthy lunches and snacks to keep you energized.

• Effortless commute: The Shuttle mobility card, commuting allowance and Lease-a-bike options get you where you need to be. We have CM company cars that you can use for client visits as well.

• Invest in your future: A solid pension plan.

• Time off: Recharge with 25 vacation days, plus the option to purchase 10 additional days.

• Own your success: Become a shareholder with our Employee Share Purchase Program.

• Your Development: We support your growth and development through initiatives like the CM Academy, Udemy courses, exclusive meetups with thought leaders, the Young Professional Program, and our own CM Business Adventure (CMBA), ensuring you’re always learning and evolving

• Vitality: Our Vitality Team organizes a year-round vitality program to support a healthy body and mind for all colleagues. Think of stress prevention workshops, ergonomist visit, weekly bootcamps, yoga sessions and our CM sports day.

• Together at CM.com: Weekly drinks, board game nights, karaoke throwdowns, yearly ski trip, and more! We have something for everyone.

Our diverse perspectives fuel innovation and drive us forward. We welcome everyone, regardless of age, background, or beliefs.