Implementation Manager

About Loop

Loop is on a mission to unlock profits trapped in the supply chain and lower costs for consumers. Bad data and inefficient workflows create friction that limits working capital and raises costs for every supply chain stakeholder.

Loop's modern audit and pay platform uses our domain-driven AI to harness the complexity of supply chain data and documentation. We improve transportation spend visibility so companies can control their costs and power profit. That is why industry leaders like J.P. Morgan Chase, Great Dane, Emerge, and Loadsmart work with Loop.

Our investors include J.P. Morgan, Index Ventures, Founders Fund, 8VC, Susa Ventures, Flexport, and 50 industry-leading angel investors. Our team brings subject matter expertise from companies like Uber, Google, Flexport, Meta, Samsara, Intuit, Rakuten, and long-standing industry leaders like C.H. Robinson.

About the Role

We are looking for an Implementation Manager to collaborate across Sales, Pre-Sales, Engineering and Customer Success to help provide clients with a seamless onboarding experience. The Implementation Manager is responsible for deep discovery of client needs to configure Loop's system and project managing each implementation through post-launch hypercare to ensure internal and external timelines are met. The Implementation Manager partners with operations and engineering to ensure the configured end product accurately addresses client needs and is appropriately supported by operations for ongoing servicing. The Implementation Manager will support client implementations both onsite and virtually in order to provide product and operations expertise to configure the client's instance to support their needs while suggesting best practices that may require change management.

Key Responsibilities

• Facilitate project management for solution scoping and implementations, including, but not limited to:
• Lead the onboarding process for new clients, ensuring a smooth transition from sales to implementation. Collaborate closely with the sales team to understand client needs and requirements.
• Leading kick-off calls - remote (sometimes on-site) sessions providing an overview of Loop's solution
• Develop and execute comprehensive implementation plans for each client, including timelines, milestones, and deliverables. Coordinating with cross-functional teams to ensure all implementation aspects are completed on time.
• Work directly with Loop's technical architect to scope use cases for Loop's product & roadmap.
• Weekly status meetings - client calls to review progress, obstacles, upcoming tasks, etc.
• Identifying and consulting with clients on business process transformation, optimization, and best-practice initiatives, testing, training, managing go-live, hyper-care, and system cutovers
• Post-implementation handoff - ensure the implementation is a success, before transitioning the account to our customer success team
• Responsible for multiple projects at once, with varying stages of implementation; must be highly organized with a strong sense of urgency to meet deadlines
• Owns functional requirements that must be clearly documented, are comprehensive, and easily trackable. Must have relevant experience to lead detailed discovery sessions on business and technical requirements.

Experienced Required

• 3-5 years of customer-facing experience in one or more of the following:
• Supply chain/logistics technology integrations, or
• Project/Account Management, in the logistics or transportation industry
• 3+ years of direct involvement in the Transportation, Logistics, Brokerage and/or Supply Chain Industries
• Ability to lead large groups of people to meet critical goals
• Ability to proactively identify and communicate risks and opportunities
• Ability to lead process mapping, whiteboard sessions on workflows for implementations, create internal & external user facing documentation for workflows and standard operating procedures
• Ability to adapt quickly to changing needs/timelines
• Proven presentation or training experience
• Excellent communication skills, both written and verbal, with the ability to effectively communicate technical concepts to non-technical stakeholders
• Highly organized with strong attention to detail and the ability to multitask in a fast-paced environment
• Proficiency in project management tools and software
• Ability to travel up to 20%
• This is a hybrid role based in Chicago with the expectation of being in the office three days a week

Benefits & Perks

• This role is eligible for Loop's health insurance, dental insurance, vision insurance, 401(k) plan, paid time off, paid holidays, parental leave, and other company-sponsored benefits.

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