Zaelab

- Solution Architecture: Lead the end-to-end architecture and design of ServiceNow Order Management solutions, including order capture, decomposition, orchestration, and fulfillment workflows aligned to client business needs. - Requirements & Discovery: Facilitate discovery workshops with client stakeholders to gather and translate business and technical requirements into scalable OM design patterns and solution blueprints. - Platform Configuration & Oversight: Guide and oversee the configuration of ServiceNow OM modules including order decomposition rules, fulfillment tasks, SLA management, and catalog-driven order flows. - Integration Design: Define integration strategies between ServiceNow OM and external systems such as CRM, ERP, billing, and provisioning platforms, leveraging REST/SOAP APIs and IntegrationHub. - Technical Leadership: Provide hands-on technical leadership to development and configuration teams, conducting design reviews, enforcing platform governance, and ensuring adherence to ServiceNow best practices. - Stakeholder Engagement: Act as the primary technical point of contact for client architects, product owners, and business stakeholders, communicating solution design decisions clearly and confidently. - Continuous Improvement: Identify opportunities to optimize order lifecycle processes, recommend platform enhancements, and contribute to the development of internal OM accelerators, templates, and reusable assets.

• Drive strategic direction of accounts and participate in quarterly and annual planning processes. • Be directly accountable for the revenue on all Zaelab accounts within your portfolio. • Be a consultative partner to our clients, identifying areas of their business that require transformation or modernization. • Work closely with and coordinate multiple organizational layers and stakeholders both internally and externally.

Role Description The Director of Client Partner acts as the strategic lead across a portfolio of roughly $10M+ of complex enterprise B2B accounts, reporting directly to the SVP of Client Experience. This role is responsible for shaping and driving strategic account plans, delivering exceptional consulting solutions, and ensuring the long-term success of client relationships. The Director of Client Partner is the trusted advisor and advocate for clients, responsible for aligning client business objectives with Zaelab’s capabilities and driving account growth through cross-functional collaboration. This includes developing multi-year digital roadmaps and guiding clients through modernization initiatives across platforms such as commercetools, SAP, ServiceNow, and BigCommerce. Your Key Responsibilities: - Account Leadership: - Drive strategic direction of accounts and participate in quarterly and annual planning processes. - Effectively forecast and manage the business for growth and profitability. - Assess any potential risks in collaboration with teams internally and find ways to mitigate risk. - Partner with Zaelab leadership and team leads to influence solutions driving toward a shared direction. - Showcase business capabilities and product presentations to drive innovative thought leadership. - Partner with leadership to tell the Zaelab story as the market and our capabilities evolve. - Account Management: - Be directly accountable for the revenue on all Zaelab accounts within your portfolio. - Oversee the management of all portfolio accounts, participating directly in servicing clients where needed. - Monitor client satisfaction and ensure that the optimal team is servicing each account. - Supervise all ongoing forecasting and monthly invoicing activities. - Serve as the client lead within the portfolio. - Ensure the work meets client objectives and exceeds their expectations. - Negotiate and secure profitable account compensation. - Successfully onboard new clients when any new business is won. - Partner closely with delivery teams to ensure strong margin performance and alignment with client expectations. - Business Strategy: - Be a consultative partner to our clients, identifying areas of their business that require transformation or modernization. - Leverage strategic thinking to seek out new growth opportunities within your client portfolios. - Maintain an active backlog of strategic pursuits to drive pipeline and organically build revenue. - Connect technology investments to measurable business outcomes. - Develop executive-ready recommendations and business cases to guide long-term decision making. - Collaboration: - Work closely with and coordinate multiple organizational layers and stakeholders both internally and externally. - Foster collaborative working relationships with internal business groups and interface with clients and external stakeholders. - Collaborate cross-functionally with business development, marketing, experience, technology, and engineering leaders. Qualifications - 8+ years of experience in consulting, account management, or strategic client services roles. - Proven experience managing complex, multimillion-dollar accounts and working with C-suite stakeholders. - Demonstrated expertise in driving strategic growth within a portfolio of existing or new accounts. - Strong decision-making skills and the ability to have difficult conversations with confidence and poise. - Comfortable operating in a high growth, entrepreneurial environment. - Demonstrated knowledge of and passion for the industry. - Ability to confidently persuade, present, and champion ideas. - Exceptional written and verbal communication skills. - Solid negotiation skills. - Experience structuring strategic engagements across various models. - The ability to travel is required. - Bachelor's degree, preferably in business management or related fields. Benefits - Unlimited Vacation/PTO - Full Health Benefits and 401k Fixed Percentage Plan (USA only) - RRSP (Canada) - Fully remote and distributed teams - Paid Parental Leave - Ongoing training and education opportunities - 0% Bureaucracy Culture - Focus is on responsibilities, not title

• Lead e-commerce projects using Agile / Waterfall techniques that have been adapted to the best practices we have developed to meet our clients' needs. • Facilitate the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility. • Work alongside an offshore development team leading sprint planning, daily standups, and other project activities as needed. • Primary point of contact for client stakeholders, executives, and internal team members. • Maintain the tools and documentation required for Zaelab's implementation projects • Report project performance using appropriate tools and techniques • Successfully manage the relationship with the client and team members • Collaborate within Project Management team to continuously improve our solutions and processes • Strive to understand the technology systems and e-commerce industry that Zaelab supports

• Support and lead e-commerce projects using Agile/Waterfall techniques that have been adapted to the best practices we have developed to meet our clients' needs. • Assist in defining project scope and objectives, involving relevant stakeholders and ensuring technical feasibility. • Work alongside an offshore development team participating in sprint planning, daily standups, and other project activities as needed. • Serve as a key point of contact for client stakeholders and internal team members. • Maintain the tools and documentation required for Zaelab's implementation projects. • Report project performance using appropriate tools and techniques. • Build and manage relationships with clients and team members. • Collaborate within the Project Management team to continuously improve solutions and processes. • Strive to understand the technology systems and e-commerce industry that Zaelab supports.

As a Business Analyst you will be aligning the program's strategic vision and business outcomes with the delivered results. You will lead group workshops to identify strategic drivers and develop use cases, requirements, and policies. Besides, you will provide analytical expertise to identify cost-effective eCommerce solutions that meet business objectives and user needs. Your Responsibilities - Focus on ensuring that strategic vision and desired business outcomes of the program are in constant alignment to what is being delivered - Lead group workshops to identify strategic drivers and develop required use cases, functional requirements, and technical requirements - Documenting future state business processes and assisting in the development of policies and procedures - Facilitating the alignment of stakeholders to develop future state vision/value definitions - Provide expertise in the functional use of Shopify (Plus, B2B suite) and optionally BigCommerce, including app ecosystem, headless/composable setups, multi-store architecture and custom storefront flows. - Ensure quality and relevance of user requirements, functional specifications, technical specifications, data models, and process flow diagrams to control engagement scope, maintain high delivery quality and ultimately deliver project successfully - Provide expertise on the functional use of Commerce platforms and tools - Collaborate with project manager to ensure business objectives are aligned with the project plan - Provide consultation to client stakeholders on modern Shopify-native commerce architectures: product catalog modeling within Shopify metafields and headless structures, inventory sync, subscription & bundled products, multi-market configurations, B2B user roles, app integrations (ERP, PIM, OMS), conversion optimization, as well as optional BigCommerce-specific capabilities. - Act as a bridge between the client, technical and creative teams; facilitating internal, technical and client design reviews; and ensuring that delivered application remains true to the creative design - Leverage Shopify Analytics, GA4 and third-party data tools to identify growth opportunities (AOV, upsell funnel efficiency, checkout conversion across markets). If applicable, interpret BigCommerce analytics as a secondary data source.

• Focus on ensuring that strategic vision and desired business outcomes of the program are in constant alignment to what is being delivered • Lead group workshops to identify strategic drivers and develop required use cases, functional requirements, and technical requirements • Documenting future state business processes and assisting in the development of policies and procedures • Facilitating the alignment of stakeholders to develop future state vision/value definitions • Provide expertise in the functional use of Shopify (Plus, B2B suite) and optionally BigCommerce, including app ecosystem, headless/composable setups, multi-store architecture and custom storefront flows. • Ensure quality and relevance of user requirements, functional specifications, technical specifications, data models, and process flow diagrams to control engagement scope, maintain high delivery quality and ultimately deliver project successfully • Provide expertise on the functional use of Commerce platforms and tools • Collaborate with project manager to ensure business objectives are aligned with the project plan • Provide consultation to client stakeholders on modern Shopify-native commerce architectures: product catalog modeling within Shopify metafields and headless structures, inventory sync, subscription & bundled products, multi-market configurations, B2B user roles, app integrations (ERP, PIM, OMS), conversion optimization, as well as optional BigCommerce-specific capabilities. • Act as a bridge between the client, technical and creative teams; facilitating internal, technical and client design reviews; and ensuring that delivered application remains true to the creative design • Leverage Shopify Analytics, GA4 and third-party data tools to identify growth opportunities (AOV, upsell funnel efficiency, checkout conversion across markets). If applicable, interpret BigCommerce analytics as a secondary data source.

As a Business Analyst you will be aligning the program's strategic vision and business outcomes with the delivered results. You will lead group workshops to identify strategic drivers and develop use cases, requirements, and policies. Besides, you will provide analytical expertise to identify cost-effective eCommerce solutions that meet business objectives and user needs. Your Responsibilities - Focus on ensuring that strategic vision and desired business outcomes of the program are in constant alignment to what is being delivered - Lead group workshops to identify strategic drivers and develop required use cases, functional requirements, and technical requirements - Documenting future state business processes and assisting in the development of policies and procedures - Facilitating the alignment of stakeholders to develop future state vision/value definitions - Provide expertise in the functional use of Shopify (Plus, B2B suite) and optionally BigCommerce, including app ecosystem, headless/composable setups, multi-store architecture and custom storefront flows. - Ensure quality and relevance of user requirements, functional specifications, technical specifications, data models, and process flow diagrams to control engagement scope, maintain high delivery quality and ultimately deliver project successfully - Provide expertise on the functional use of Commerce platforms and tools - Collaborate with project manager to ensure business objectives are aligned with the project plan - Provide consultation to client stakeholders on modern Shopify-native commerce architectures: product catalog modeling within Shopify metafields and headless structures, inventory sync, subscription & bundled products, multi-market configurations, B2B user roles, app integrations (ERP, PIM, OMS), conversion optimization, as well as optional BigCommerce-specific capabilities. - Act as a bridge between the client, technical and creative teams; facilitating internal, technical and client design reviews; and ensuring that delivered application remains true to the creative design - Leverage Shopify Analytics, GA4 and third-party data tools to identify growth opportunities (AOV, upsell funnel efficiency, checkout conversion across markets). If applicable, interpret BigCommerce analytics as a secondary data source.

The Project Management team is responsible for project delivery and overall customer success. Our Delivery team manages agile projects to deliver an e-commerce systems integration. Project Management focuses on delivering every project on time and within scope while exceeding client expectations. **Your Responsibilities** - Lead e-commerce projects using Agile / Waterfall techniques that have been adapted to the best practices we have developed to meet our clients' needs. - Facilitate the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility. - Work alongside an offshore development team leading sprint planning, daily standups, and other project activities as needed. - Primary point of contact for client stakeholders, executives, and internal team members. - Maintain the tools and documentation required for Zaelab's implementation projects - Report project performance using appropriate tools and techniques - Successfully manage the relationship with the client and team members - Collaborate within Project Management team to continuously improve our solutions and processes - Strive to understand the technology systems and e-commerce industry that Zaelab supports **Your Success will be measured by** - Your ability to drive financial performance through project profitability, budget discipline, efficient team utilization - Your ability to build strong relationships through strong communication skills - Your ability to breakdown complex technical topics into clear concepts - Your understanding of the technical roadmap - Your ability to adapt to change based on feedback and project dependencies - Your ability to create data driven status reports, using metrics to monitor project progress

The Project Management team is responsible for project delivery and overall customer success. Our Delivery team manages agile projects to deliver an e-commerce systems integration. Project Management focuses on delivering every project on time and within scope while exceeding client expectations. Your Responsibilities - Lead e-commerce projects using Agile / Waterfall techniques that have been adapted to the best practices we have developed to meet our clients' needs. - Facilitate the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility. - Work alongside an offshore development team leading sprint planning, daily standups, and other project activities as needed. - Primary point of contact for client stakeholders, executives, and internal team members. - Maintain the tools and documentation required for Zaelab's implementation projects - Report project performance using appropriate tools and techniques - Successfully manage the relationship with the client and team members - Collaborate within Project Management team to continuously improve our solutions and processes - Strive to understand the technology systems and e-commerce industry that Zaelab supports Your Success will be measured by - Your ability to drive financial performance through project profitability, budget discipline, efficient team utilization - Your ability to build strong relationships through strong communication skills - Your ability to breakdown complex technical topics into clear concepts - Your understanding of the technical roadmap - Your ability to adapt to change based on feedback and project dependencies - Your ability to create data driven status reports, using metrics to monitor project progress