OverviewAs an Implementation Manager at Augment, you will serve as both a leader and an individual contributor, directly owning the end-to-end onboarding execution for customers while simultaneously coaching and developing a team of Customer Success Representatives (CSRs). Your objective will be to manage workflow go-lives through meticulous project planning and technical implementation, ultimately fostering customer adoption, enhancing product satisfaction, and collaborating directly with brokerages, carriers, and 3PLs to integrate AI-driven automation into their operational workflows.
What You'll Do- Biased for action; be proactive about scoping, executing, and coordinating all implementation activities with external and internal stakeholders with minimal oversight. Able to translate abstract workflow vision into executable tasks and drive a vigorous drum beat to execute.
- Do what it takes; We meet our customers where they work. Leverage multiple tools and communication conduits to drive internal and external success for our customers.
- Manage, mentor, and develop a team of CSRs to drive customer adoption and satisfaction.
- Oversee customer go-live and hypercare processes, ensuring fast response times and issue resolution.
- Optimize workflows for freight brokerages, carriers, and 3PLs, ensuring seamless AI integration.
- Monitor client performance and engagement, proactively addressing adoption gaps.
- Standardize training and best practices to help CSRs enhance customer onboarding and ongoing support.
- Act as an escalation point for customer concerns, working cross-functionally with engineering and product teams to resolve challenges.
- Analyze customer data and feedback to improve AI-driven automation and identify process improvement opportunities.
- Collaborate with the Customer Success Leader (CSL) to align execution strategies and ensure smooth communication across teams.
Experience- Ability to roll up your sleeves and personally handle customer interactions-this is not just a leadership role, it's a doer role.
- Must be located in the Chicago area and be willing to work in a hybrid capacity.
- 5+ years of experience in supply chain and logistics software implementation, client delivery, and solution architect roles.
- 3+ years of experience leading customer-facing teams, preferably with logistics tech startups. Thrive in a high-paced environment with ambiguity.
- Strong knowledge in freight brokerage, logistics, transportation technology, or 3PL operations preferred.
- Strong knowledge of TMS systems, 3rd-party logistics platforms, and workflow automation tools.
- Experience managing large-scale customer integrations and AI-driven automation solutions.
- Background in process optimization, program management, and cross-functional leadership.
What We're Looking For- Supply Chain and Logistics Software Implementation Experience
- Freight Brokerage / 3PL Experience
- Team Leadership & Implementation Strategy
- AI & Automation Experience in Logistics
- Proven technical capability on top of solid project management skills
Bonus Points For:- Experience scaling AI-driven workflows for logistics teams
- Hands on experience working with API technology, SQL, Postman, and logging/observability software like Langfuse or Kibana
- Background in both program management and customer operations
Why Join Us?- Competitive Salary + Stock Options
- Comprehensive Health, Vision, and Dental Benefits
- Flexible PTO
- On-site Gym
