Enterprise Implementation Manager

Summary

Join Nash, a cutting-edge last-mile logistics infrastructure provider, as an Enterprise Implementation & Success Manager. You will be responsible for driving the success of our largest customers, building strong relationships, and ensuring customer satisfaction. This role requires a proactive approach, deep understanding of logistics operations, and the ability to translate technical features into business benefits. You will manage customer accounts, oversee platform implementation, and collaborate with cross-functional teams. The role offers opportunities for growth and additional responsibilities as Nash expands. We are seeking a highly skilled professional with proven experience in customer success, logistics, and SaaS environments.

Requirements

• 5+ years of experience in consulting, customer success, product management, or related roles in a SaaS or logistics environment
• Bachelor’s degree in Engineering, Business, Logistics, Supply Chain Management, or a related field; MBA or advanced degree is a plus
• Proficiency with CRM (e.g. Salesforce), analytics (e.g.Tableau/Mode), and diagnostic tools (e.g. Datadog)
• Willingness to travel as needed to meet with customers and attend industry events

Responsibilities

• Build and maintain strong, long-lasting relationships with enterprise customers
• Serve as the primary point of contact for assigned accounts, ensuring their satisfaction and success
• Conduct regular business reviews to assess customer needs, objectives, and challenges
• Develop and implement tailored success plans to drive adoption and utilization of our platform
• Lead the scoping process to understand customer requirements and tailor solutions accordingly
• Oversee the implementation of our platform, ensuring seamless integration with customer systems and processes
• Coordinate with internal and external stakeholders to ensure timely and successful deployment
• Provide hands-on support during the implementation phase to address any technical or logistical challenges
• Leverage your deep understanding of logistics operations to provide insights and solutions that meet customer needs
• Act as a trusted advisor, translating technical features and capabilities into business value for customers
• Collaborate with cross-functional teams (Product, Engineering, Sales, Support) to address customer issues and ensure timely resolution
• Stay updated on industry trends, best practices, and emerging technologies in logistics and SaaS
• Develop and deliver onboarding programs to ensure customers are fully leveraging our platform as quickly and efficiently as possible
• Identify opportunities for upselling and cross-selling to maximize customer value and revenue growth
• Monitor customer usage and engagement metrics, proactively addressing any signs of churn risk
• Advocate for customer needs and feedback within the company to drive product improvements and innovation
• Track and report on key customer success metrics, including adoption rates, satisfaction scores, and retention rates
• Prepare and present regular reports to internal stakeholders on account status, opportunities, and challenges
• Continuously improve customer success processes and strategies to enhance overall performance and efficiency

Preferred Qualifications

• Deep technical expertise - maybe you’ve spent some of your career as an engineer, product manager, or just love getting under the hood with tech. You should be able to write basic SQL queries, advise on integration architecture, and troubleshoot configuration issues
• Proven commercial track record - you’ve managed large, complex customer relationships and can demonstrate driving successful commercial outcomes like closing new business, contract renegotiations, or project management for implementations
• Excellent communication, interpersonal, and presentation skills - you communicate quickly, clearly, and concisely. You’re as comfortable building relationships with engineering teams as executives
• Operational acumen and logistics experience - you have an interest, or experience, working in logistics/shipping
• Ability to thrive in ambiguity and doing things for the first time - we’re going through a period of explosive growth, and you will need to balance moving quickly and building for the future

Benefits

• Fully remote culture - work from home (or wherever!)
• Quarterly in-person events to bond with teammates
• Competitive compensation
• Flexible paid time off
• Other great perks, such as a home office stipend