Implementation Manager
Job Details
Full Job Description
Our client are an online SaaS logistics software company which
combines dynamic route optimisation, vehicle tracking, real-time
progress monitoring and customer ETA messaging. Their Transport
software helps their customers, delivery and field service companies,
build excellent consumer experience, focus on customer service and
efficiently utilize their fleet.
Company Introduction/
Background
Our clients product, first hit the market in 2012, when
the team saw an opportunity to develop and introduce a cloud-based
solution that offered the optimisation functionality of traditional
on-premise systems, but in a more flexible way. As a result, our
client was born, and since 2012 the business has gone from strength to
strength and now have over 400 customers running distribution and
service fleets using our clients generated plans every day.
Their mission is to help distribution and service businesses to
dramatically transform their operations by removing the everyday
challenges and complexities of route optimisation.
Due to
expansion they are looking for a Transport Implementation Manager to
join their team.
This is a very hands-on, technical role, that
is much broader than a typical system configuration position.
If
you are driven by understanding how things work, committed to
delivering a great customer experience, and able to digest and explain
complex topics, their implementations team is right for you.
You will manage Implementation projects from sales handover to
go-live ensuring key milestones are met in a structured way and
escalating effectively when delays or obstacles are encountered. Using
your extensive knowledge of the software and logistics, you will
identify inefficiencies in the client process and design solutions to
overcome and streamline operational bottlenecks. You will communicate
with key stakeholders at the client side overcoming objections with
elegant solutions.
Your experience in change management will
shine to our clients, offering consultancy in overcoming lower level
user adoption with ease and empathy.
You will work in a
cross-functional team interacting with software developers,
salespeople, and marketeers, proactively diving into unfamiliar
technical topics to become an expert, and clearly and succinctly
summarising them to educate and guide, ultimately ensuring customers
get the most from our clients product.
Assignments generally
take around eight weeks and you will be expected to manage up to ten
projects of varying sizes and some travel should be expected.
The candidate will be HOME BASED so should be self-motivated, able
to effectively manage personal workload without supervision.
Whilst some technical ability is crucial to the role, you will
demonstrate a solution driven attitude to technology and an enthusiasm
for teamwork.
Day to Day responsibilities
These
responsibilities are representative, the business is highly dynamic,
and the candidate will be expected to actively develop their skillset
relishing new development opportunities within the business as
circumstances dictate.
Implementations - 60%
Managing
implementation projects through remote and in person meetings with
clients and integration partners.
Account Management -
15%
Developing relationships with customers and being the first
point of contact through the customer life cycle.
Internal and
External Technical Support - 15%
Supporting clients and internal
teams as first line support and subject matter expert.
Administration - 10%
Time will be set aside for meetings,
discussions and coordination of release management.
Attributes
we are looking for in the candidate are:
Communication
-
Resolve and/or escalate issues in a timely fashion.
- Understand
how to communicate difficult/sensitive information tactfully.
Teamwork
- Acknowledge and appreciate each team member's
contributions.
- Keep track of lessons learned and shares those
lessons with team members.
Candidate
Requirements:
You'll need:
- Experience at a
supervisory or managerial level in the logistics industry.
- Strong
communication skills and ability to stay calm in challenging
situations.
- Exceptional attention to detail.
- Excellent
organization skills and be able to multi-task.
- The ability to
convey technical topics with simplicity, both verbally and in written
form.
- To be a collaborative team player who can take part in
productive and respectful discussions with their colleagues, valuing
the input of everyone.
- To be happy to share experience, improving
the skills of colleagues.
- A can-do attitude with a focus on
delighting users.
- Previous experience of use or implementation of
routing / scheduling software
- Understanding of ERP / WMS software
and relationships between.
- Experience of managing complex
projects.
- Ability to manage change with empathy to the end
users.
Desirable:
- Basic programming skills (DAX, VBA,
JSON, Python).
- Understanding of API and relationships between
systems.
- SaaS experience would be an advantage.
- Background
in account management / customer success.
- Past user of Aptean,
PodFather, Stream or similar route optimization product.
Implementation Manager
Freight Personnel
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