Implementation Manager

Job Description

The Implementation Manager (IM) develops a deep understanding of our Transportation Management Software application, understands the transportation and logistics business requirements of customers, and translates those as business-related technical requirements for developers. The IM uses these skills to lead the client’s implementation of the software. Our team enjoys a professional, modern, pleasant office environment and is supplied with the tools they need to succeed. We offer competitive compensation with excellent medical and dental benefits, life insurance, 401k and long-term disability.

Skills Required

  • Bachelor’s degree in business logistics, computer science, engineering, or a related discipline
  • Experience with SDLC
  • Experience leading Customer Implementations
  • Understanding of B2B integration
  • Highly organized
  • Customer service oriented
  • Strong oral and written skills

Skills Preferred

  • Understanding of basic supply-chain and logistics business processes in large enterprises
  • Understanding of enterprise technology such as ERP systems

Job Tasks

  • Lead the customer implementation projects onto our Transportation Management Software product
  • Understand customer business requirements at very detailed level
  • Document business requirements for the implementation project
  • Organize and update project tickets and tasks
  • Make sure project remains on schedule and keep management informed of schedule risks or road-blocks
  • Work with customer to train them on system and solve implementation and go-live issues
  • Manage communication between client and development team
  • Update client, as needed, regarding change requests and product updates
  • Communicate issues reported by client to development team (E.g., Create tickets and Change Requests)
  • Respond to any requests from client and follow up as needed
  • Work with customer and internal staff to develop rollout plans for software implementation. This includes coordinating internal release planning and customer-related milestones, creating training materials, coordinating user acceptance testing, and ensuring end user training is completed.
  • Ensure that out of scope work is properly documented in a Change Request (CR)
  • Track project schedule using project management tool
  • Provide go-live coaching—help clients become accustomed to the software and solve go-live issues working with users
  • Provide technical support for existing clients
  • Understand customer issues and assist customers in solving the issues using knowledge of the UltraShipTMS system
  • Test new software to ensure it meets customer requirements
    Obtain proper sign-offs from Customer for requirements, Change Requests, and implementation completion.

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