Summary/Objective: The Senior Implementation Manager is responsible for leading the successful onboarding and integration of new clients, projects, and solutions within our 3PL network. This role ensures that operational, technical, and customer-specific requirements are met through effective project management, cross-functional collaboration, and process optimization. The Senior Implementation Manager will serve as the primary liaison between clients, internal teams, and external partners, ensuring seamless execution from project initiation through go-live and post-implementation support.
Essential Functions:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Oversee the entire client onboarding process, from discovery and planning through execution, testing, and go-live, ensuring projects are delivered on time, within scope, and on budget.
- Serve as the main point of contact during implementation, providing proactive communication, managing expectations, and ensuring client satisfaction.
- Develop detailed project plans, timelines, and milestones. Coordinate cross-functional teams including Operations, IT, Warehouse, Transportation, and Customer Service.
- Collaborate with technical teams to integrate WMS, TMS, and other logistics platforms with client systems, ensuring accuracy and efficiency.
- Identify potential issues early, develop contingency plans, and resolve problems to minimize impact on timelines and deliverables.
- Create training materials and facilitate sessions for internal teams and clients on new processes, systems, and workflows.
- Capture lessons learned, recommend process enhancements, and standardize best practices for future implementations.
- Monitor key implementation KPIs, prepare status reports, and present progress updates to leadership and stakeholders.
Core Behaviors:Demonstrate to comply with Custom Goods' Core Behaviors:
- Servant Leadership
- Passion for Excellence
- Integrity
- Resilient
- Intense Safety Focus
- Trust
Required Education and Experience- Bachelor's degree in Supply Chain Management, Business Administration, or related field (Master's preferred).
- 5+ years of experience in project management or client implementation within a 3PL, logistics, or supply chain environment.
- Strong understanding of WMS, TMS, EDI, and related logistics technologies.
- Proven track record of leading complex, multi-stakeholder projects in a fast-paced environment.
- Exceptional communication, negotiation, and relationship-building skills.
- Proficiency in project management tools (e.g., MS Project, Smartsheet, Asana).
- PMP or Six Sigma certification is a plus.
