Customer Implementations Specialist

Summary

Join Roadie, a UPS company, as a Customer Implementation Specialist and be the primary point of contact for new customers during their onboarding. You will deliver a best-in-class onboarding experience, ensuring customers effectively use Roadie within their first 90 days. This role requires exceptional communication, attention to detail, and a consultative approach to set up new customers for long-term success. You will manage the entire onboarding process, develop implementation plans, deliver training, and proactively address any roadblocks. You will also maintain accurate records, contribute to process improvement, and collaborate with cross-functional teams. Finally, you will ensure a successful handoff to the Customer Operations Partner after onboarding.

Requirements

• 2+ years of experience in customer implementation, project management, or customer success/operations roles
• Excellent analytical and troubleshooting skills, with the ability to think creatively to resolve issues efficiently
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders
• Highly organized, detail-oriented, and capable of managing multiple projects and priorities simultaneously
• A strong passion for customer success, with the ability to build positive relationships and ensure a high level of customer satisfaction
• Effectively manage ambiguity with minimal guidance

Responsibilities

• Serve as the main point of contact through the entire onboarding and expansion process, defining and executing on project plans for a successful product or service launch
• Develop a deep understanding of the customer’s business needs, ensuring onboarding and implementation process meets their success criteria
• Create a configured implementation plan and solution to meet their specific needs, including systems integration and technical setup, training, and other supporting materials to ensure successful service launch
• Deliver training to customers, either through one-on-one sessions, training calls, or documentation, ensuring customers understand the functionality and value of the product
• Own project management for each implementation proactively communicating timelines, updates, and next steps to internal teams and clients
• Continuously monitor sender progress and performance, proactively address potential roadblocks, and resolve issues promptly by working closely with the customer, internal technical teams, and support teams
• Maintain accurate records of the implementation process, customer requirements, and progress and pain points, as well as operational and analytical reports
• Contribute to the continuous improvement of the customer implementation process by providing feedback on recurring issues, identifying best practices, and helping to create and update training materials
• Align early with business development teams and prospective customers to appropriate scope implementation and set correct expectations
• Work cross-functionally with internal teams, including Technology, Product, Marketing, and Customer Support, to create a cohesive and seamless experience
• Flexibility for occasional travel to onsite customer meetings as needed, ensuring successful implementation execution and customer satisfaction
• Manage a successful handoff to the Customer Operations Partner after onboarding period is complete

Benefits

• Competitive compensation packages
• 100% covered health insurance premiums for yourself
• 401k with company match
• Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)
• Flexible work schedule with unlimited PTO
• Monthly 3-day weekends
• Monthly WFH stipend
• Paid sabbatical leave- tenured team members are given time to rest, relax, and explore
• The technology you need to get the job done