As a Customer Implementation Manager, you will play a crucial role in guiding our clients through system implementations, onboarding, and new product launches while setting them up for success through collaboration with internal stakeholders. We are looking for someone with a passion for technology and continued learning all while providing an exceptional customer experience. This salary role will report to the Director of Customer Service.

DUTIES AND ACCOUNTABILITIES

• Provides subject matter expertise for implementations, products, and services.
• Facilitates training, rollout, troubleshooting, and solving issues of all technical applications to the customer.
• Conduct demos and answer technical questions related to all applications.
• Leads a collaborative customer onboarding process and new product launch projects for existing customers.
• Create a dialogue between the customer, sales team, and subject matter experts.
• Develop an implementation plan tailored to meet the needs of our customers and exceed their expectations.
• Gathers and provides data, and feedback to internal business partners.
• Aligns on the scope of work and manages throughout the onboarding process.
• Ensures project management tools are established and published.
• Routinely interfaces with external clients and internal teams
• Contributes to other onboarding, implementation, and customer success projects as needed.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Strong technical and analytical skills.
• Working knowledge of WMS, OMS, shopping cart, ticket management, freight, and billing applications.
• Experience with EDI providers such as SPS Commerce, True Commerce, Orderful, and OpenText.
• Familiar with guidelines and requirements for EDI, Marketing, Transportation, and compliance chargebacks.
• Familiarity with GS1 standards is advantageous.
• Able to work independently as well as within a team environment.
• Self-starter with a passion for problem-solving.
• Exceptional organizational and project management skills.
• Able to set goals and prioritize multiple initiatives with minimal guidance.
• Able to communicate complicated IT concepts to non-technical end-users.
• Excellent written and verbal communication skills.
• Willingness to travel when required, generally less than 10% of the time.
• Positive and professional attitude toward an ever-changing environment.
• Bi-lingual capability is a plus.

PREFERRED EDUCATION AND EXPERIENCE

• Minimum 3 years experience working in the 3PL industry.
• High school education.

PHYSICAL CAPABILITIES AND REQUIREMENTS

• Work out of a remote home location, with proximity to an airport for travel via airplane.
• Travel required; estimates may vary based on home location.
• Ability to sit for extended periods of time within an office environment.
• Ability to use hands and fingers for computer keyboarding, and answer phone calls.
• Ability to communicate via the telephone using speaking and hearing skills.

BENEFITS AND TOTAL REWARDS

• Competitive wages, and opportunities for advancement.
• Medical, Dental, Vision, Critical Illness, Accident, and Flexible Spending Plans available.
• Company-paid Short/Long-term Disability, Life Insurance, and Employee Assistance plans.
• Company-paid Time-Off (PTO), Sick Leave, and Holiday Pay.
• Retirement 401(k) Plan with Discretionary Employer Match and Profit Sharing.