Implementation Manager

Job Description

Job Description

Position Summary

The Implementation Manager leads the Implementations function within the Solutions team, overseeing the successful onboarding of new and enterprise-level customers while developing the people, processes, tools, and cross-functional routines needed to deliver a consistent launch experience. This role combines people leadership, hands-on project management, customer-facing communication, operational readiness, and continuous improvement to ensure implementations are delivered on time, within scope, and aligned to customer expectations. This individual partners closely with Sales, Account Management, Operations, Technology, Finance, and Solutions leadership to translate sold solutions into clear launch plans, manage risks and dependencies, maintain project and contract visibility, and support a clean transition to ongoing account ownership. Success in this role is measured by implementation quality, customer satisfaction, team performance, milestone completion, documentation discipline, account readiness, and the ability to improve scalable onboarding practices as eShipping grows.

Essential Duties and Responsibilities

Duties include but are not limited to the following:

• People leadership and team development: Lead, coach, and supervise Implementation team members by setting clear expectations, directing workflow, providing feedback, supporting onboarding, and helping team members grow professionally.

• Implementation strategy and execution: Oversee new customer implementations from post-sale transition through launch, with direct involvement in larger, enterprise-level or strategically important accounts.

• Cross-functional coordination: Partner with Sales, Account Management, Operations, Technology, Finance, and Solutions leadership to define scope, align resources, clarify ownership, and remove barriers to timely execution.

• Project planning and visibility: Build and manage implementation plans, project trackers, and workspaces in approved tools such as Basecamp, Smartsheet, or other systems appropriate to the project scope.

• Customer and stakeholder communication: Maintain clear, professional communication with customers and internal stakeholders through meeting recaps, status updates, follow-ups, reminders, decision logs, and action-item tracking.

• Scope, timeline, and risk management: Monitor implementation milestones, dependencies, customer readiness, scope changes, timeline risks, and blockers; escalate issues with appropriate context and recommended next steps.

• Contract and documentation ownership: Manage the customer contract approval process, send contracts through DocuSign, and maintain organized contract records, implementation notes, customer documentation, and supporting materials in SharePoint and other required systems.

• Account and system readiness: Oversee accurate customer account creation and maintenance across required platforms, coordinating with the appropriate teams to support operational, financial, system, and integration readiness.

• Performance tracking: Track implementation performance against short- and long-term goals, including milestone completion, on-time launch, open-item resolution, projected revenue and margin expectations, and customer satisfaction.

• Process improvement: Identify and lead continuous-improvement initiatives that increase implementation consistency, reduce rework, improve documentation quality, clarify handoffs, and strengthen scalability across the Implementations function.

• Prospect and customer support: Support Sales and Solutions in presenting the onboarding process to prospects and customers, including implementation approach, timeline expectations, roles, responsibilities, and next steps.

• Post-launch handoff: Participate in post-launch reviews and transition discussions to confirm open items, document lessons learned, and support a smooth handoff to Account Management and operational ownership.

• Mission and culture: Build cross-functional relationships and work effectively with eShipping teams and individuals in a manner consistent with the Mission, Core Values, and Five E’s Philosophy.

• Other responsibilities: Perform other administrative duties and responsibilities as assigned.

Required Skills and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• People leadership: Demonstrated ability to lead, coach, develop, and hold team members accountable in a fast-paced, customer-facing environment.

• Implementation and project management: Strong ability to manage multiple active implementations, prioritize competing deadlines, clarify ownership, maintain project visibility, and drive timely completion of milestones.

• Customer-facing communication: Strong client-facing and internal communication skills, including the ability to set expectations, summarize status, explain implementation plans, and maintain professional follow-through.

• Documentation and detail orientation: Strong written communication skills with the ability to document requirements, decisions, risks, dependencies, action items, handoffs, and next steps clearly.

• Cross-functional collaboration: Ability to build trust and work effectively across Sales, Solutions, Account Management, Operations, Technology, Finance, and other internal stakeholders.

• Problem solving and escalation: Ability to identify gaps, surface risks early, apply sound judgment, and recommend practical next steps when timelines, scope, or customer readiness are at risk.

• Business and systems fluency: Working knowledge of Microsoft Office, SharePoint, DocuSign, CRM tools, transportation-management systems, customer portals, and project-management tools such as Basecamp or Smartsheet.

• Data and performance awareness: Ability to monitor implementation progress, account readiness, revenue and margin expectations, and customer satisfaction indicators with appropriate attention to detail.

• Confidentiality and professionalism: Ability to handle confidential customer and company information in accordance with applicable data-security, privacy, access-control, and information-sharing requirements.

• Independence and judgment: Ability to work independently with leadership oversight while knowing when to escalate barriers, decisions, or resource constraints.

Minimum Education and Experience

Required:

• Five or more years of progressively responsible experience in logistics, transportation, customer onboarding, implementation, project management, account management, operations, or a related customer-facing role.

• Experience leading complex workstreams, coordinating cross-functional resources, and communicating project status to internal and customer stakeholders.

• Experience leading people, directing team workflow, coaching others, or supporting employee development.

• Bachelor’s degree or an equivalent combination of education and relevant experience.

Preferred:

• Experience within a transportation provider, third-party logistics company, shipper, supply chain organization, or implementation-focused service environment.

• Experience using Basecamp, Smartsheet, CRM systems, DocuSign, SharePoint, transportation-management systems, customer portals, or related implementation tools.

• Experience supporting enterprise-level customer accounts, system integrations, contract routing, process improvement, or post-launch handoff activities.

Measures of Success

• Builds a strong, engaged Implementation team with clear priorities, consistent coaching, effective workflow management, and visible development over time.

• Delivers implementations on time, within agreed scope, and with clear ownership of milestones, dependencies, risks, and open items.

• Creates a consistent customer onboarding experience that builds confidence with customers, Sales, Account Management, Operations, Technology, and leadership.

• Maintains accurate project plans, contract records, CRM updates, customer documentation, SharePoint folders, and implementation handoff materials.

• Identifies and escalates customer readiness issues, timeline risks, team capacity constraints, and account performance concerns early enough to support effective action.

• Improves implementation processes, tools, communication routines, and handoffs in ways that reduce rework, improve scalability, and support customer retention and growth.

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.

• Physical Demands: While performing the duties of this job, the employee is regularly required to remain in a stationary position for at least 50% of the time. The employee needs to occasionally move about inside the office to access file cabinets, office machinery, etc. The general level of physical activity would be defined as sedentary. The employee is regularly required to operate a computer and other office productivity machinery, such as a calculator, telephone, copy machine, and printer. Some movements of the hands, arms, and wrists may involve repetitive motions. Specific vision abilities required by this job include the ability to detect, determine, perceive, identify, recognize, judge, observe, inspect, estimate, and assess various activities and surroundings.

• Cognitive/Mental Requirements: While performing the duties of this job, the employee is regularly required to comprehend and use basic language, either written or spoken, to communicate simple and complex information, ideas, and information. The employee is also required to use logic to define problems, collect information, establish facts, draw valid conclusions, interpret information, and deal with abstract variables for unique or unfamiliar situations. The employee must use problem-solving skills to formulate and apply appropriate courses of action for routine or familiar situations. The employee may be required to perform numerical operations including basic counting, adding, subtracting, multiplying, and dividing or more complex quantitative calculations.

• Work Environment: While performing the duties of this job, the employee is inside a central heat and air-conditioned office building or in their home office environment. The noise level in the work environment is minimal.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of an employee. Duties, responsibilities, and activities may change at any time with or without notice. 

eShipping LLC is an equal opportunity employer.