Implementation Manager

Job Description

The Implementation Manager serves as the primary owner of customer onboarding and implementation activities for new business. They ensure a seamless transition from Sales to Operations by translating customer requirements into scalable operational, systems, and compliance solutions. Acting as the central coordinator across internal teams and external stakeholders, they drive implementation readiness, manage project timelines, and proactively resolve risks before go-live. They play a critical role in establishing successful long-term customer relationships and operational execution. Working closely with Sales, Operations, IT, Finance, and customers, they ensure commitments made during the sales process are accurately implemented and supported.

Responsibilities

• Own end-to-end implementation strategy and execution for new domestic and international freight forwarding customers from kickoff through handoff.
• Serve as the primary point of contact between Sales, Operations, IT, Finance, customers, and external partners throughout implementation.
• Gather, assess, and document customer requirements and operational needs, translating them into detailed plans, milestones, risk assessments, etc.
• Lead cross-functional implementation meetings to ensure alignment on scope, timelines, deliverables...

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