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Augment · 5 months ago

Implementation Manager

Chicago

Full-time

Onsite

Senior Level

5+ years exp

Augment is a company focused on transforming the logistics industry through AI-driven solutions. As an Implementation Manager, you will lead the onboarding process for customers, manage a team of Customer Success Representatives, and ensure the seamless integration of AI into operational workflows.

Artificial Intelligence (AI)Freight ServiceLogisticsTransportation

Responsibilities

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

Qualification

Supply Chain ImplementationFreight Brokerage ExperienceAI Automation SolutionsTMS Systems KnowledgeTeam LeadershipProject ManagementProcess OptimizationAPI TechnologySQLPostmanLogging Software