Implementation Manager

Require strong experience in logistics.

Remote(Anywhere from US) but need to visit client location

Implementation Manager

Position Overview

We are looking for an experienced and customer-centric Implementation Manager to lead the successful onboarding of new customers onto our TMS platform. As the primary point of contact and trusted advisor, you will own the entire implementation project lifecycle, from post-sales kickoff to a successful go-live.

You are a master of organization, communication, and project execution. You will be responsible for defining project scope, creating detailed project plans, managing timelines, and ensuring our customers achieve their business goals with our solution. You will work in a close, collaborative partnership with a Solutions Engineer, who will handle the technical integration aspects of the project, while you drive the overall project forward.

Key Responsibilities

Project Leadership & Management: Own and manage multiple customer implementation projects simultaneously. Create and maintain comprehensive project plans, timelines, and documentation (e.g., project charters, status reports, risk logs).

Customer Relationship Management: Act as the primary, non-technical point of contact for the customer. Build strong relationships, manage expectations, and ensure a high level of customer satisfaction throughout the onboarding process.

Business Process Discovery: Lead kickoff and discovery meetings to understand the customer's business objectives, operational workflows, and success criteria. Translate these business requirements into a functional implementation plan.

Stakeholder Communication: Facilitate regular project status meetings with internal and external stakeholders. Clearly communicate progress, dependencies, risks, and upcoming activities to ensure all parties are aligned.

Internal Coordination: Serve as the project quarterback, effectively coordinating internal resources. Partner closely with the assigned Solutions Engineer to align on technical requirements and timelines. Liaise with Sales, Product Management, and Customer Support to ensure a seamless customer experience.

Configuration & Training: Guide customers through the configuration of our TMS platform to meet their specific business needs. Develop and deliver end-user training sessions to ensure successful adoption and long-term value.

Risk and Change Management: Proactively identify and mitigate project risks. Manage any changes to the project scope, schedule, and costs through a formal change control process.

Go-Live & Transition: Oversee the go-live process to ensure a smooth launch. Manage the formal handover of the customer to the Customer Success and Support teams post-implementation.

Required Qualifications & Skills

Bachelor s degree in Business, Management, or a related field, or equivalent practical experience.

3 or more years of experience in project management, implementation consulting, or customer onboarding, preferably within a B2B SaaS environment.

Demonstrated experience managing the full lifecycle of complex software implementation projects.

Exceptional organizational skills, a keen eye for detail, and the ability to manage multiple competing priorities.

Outstanding verbal and written communication, presentation, and interpersonal skills. You are comfortable leading meetings with stakeholders at all levels, from end-users to executives.

Proven ability to build strong customer relationships and act as a trusted advisor.

A proactive, problem-solving attitude and the ability to navigate ambiguity.

Preferred Qualifications & Skills

Direct experience managing Transportation Management System (TMS) or other supply chain software implementations (WMS, ERP).

Experience with major ERP or WMS platforms (e.g., CargoWise, Descartes, SAP, Oracle NetSuite, JDE, Microsoft Dynamics, Manhattan Associates, Blue Yonder).

Strong understanding of logistics and supply chain business processes (e.g., freight procurement, shipment planning, execution, freight audit & pay).

Experience working directly with technical counterparts (like Solutions Engineers or Developers) on projects involving API integrations or EDI.

Project Management Professional (PMP), PRINCE2, or a similar project management certification.

Experience with project management software (e.g., Asana, Jira, Smartsheet, MS Project).

Experience developing and delivering software training to external customers.