OverviewAs an Implementation Manager at Augment, you will serve as both a leader and an individual contributor, directly owning end-to-end customer onboarding 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-driving adoption, improving product satisfaction, and collaborating directly with B2B distribution organizations (e.g., distributors, wholesalers, and manufacturers) 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. Translate the abstract workflow vision into executable tasks and drive a vigorous execution cadence.
- 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 effective issue resolution.
- Optimize workflows for B2B distribution teams to ensure seamless AI integration across order-to-cash, customer service, inventory/availability, fulfillment coordination, and related operational processes.
- Monitor client performance and engagement, proactively address adoption gaps, and identify opportunities to increase value realization.
- 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 and unblock delivery.
- Analyze customer data and feedback to improve AI-driven automation and identify process improvement opportunities across implementation and ongoing success motions.
- 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.
- Ideally located in the Chicago area, and are willing to work in a hybrid capacity?
- 5+ years of experience in B2B distribution/supply chain software implementation, client delivery, and solution architect roles.
- 3+ years of experience leading customer-facing teams, preferably with B2B SaaS or distribution-focused tech startups. Thrive in a high-paced environment with ambiguity.
- Strong knowledge of B2B distribution operations preferred (wholesale/distribution workflows, order management, pricing, inventory/availability, customer service, fulfillment coordination, master data, etc.).
- Strong knowledge of ERP systems and related platforms/tools (e.g., OMS, WMS, EDI/integration tooling, workflow automation).
- 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- B2B Distribution / Supply Chain Software Implementation Experience
- B2B Distribution / Wholesale Operations Experience
- Team Leadership & Implementation Strategy
- Software Change Management Experience in B2B Distribution
- Proven technical capability on top of solid project management skills
Bonus Points For- Experience scaling AI-driven workflows for B2B distribution 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
