Implementation Manager

Our client are an online SaaS logistics software company which combines dynamic route optimisation, vehicle tracking, real-time progress monitoring and customer ETA messaging. Their Transport software helps their customers, delivery and field service companies, build excellent consumer experience, focus on customer service and efficiently utilize their fleet.
Company Introduction/ Background
Our clients product, first hit the market in 2012, when the team saw an opportunity to develop and introduce a cloud-based solution that offered the optimisation functionality of traditional on-premise systems, but in a more flexible way. As a result, our client was born, and since 2012 the business has gone from strength to strength and now have over 400 customers running distribution and service fleets using our clients generated plans every day.
Their mission is to help distribution and service businesses to dramatically transform their operations by removing the everyday challenges and complexities of route optimisation.

Due to expansion they are looking for a Transport Implementation Manager to join their team.
This is a very hands-on, technical role, that is much broader than a typical system configuration position.
If you are driven by understanding how things work, committed to delivering a great customer experience, and able to digest and explain complex topics, their implementations team is right for you.
You will manage Implementation projects from sales handover to go-live ensuring key milestones are met in a structured way and escalating effectively when delays or obstacles are encountered. Using your extensive knowledge of the software and logistics, you will identify inefficiencies in the client process and design solutions to overcome and streamline operational bottlenecks. You will communicate with key stakeholders at the client side overcoming objections with elegant solutions.

Your experience in change management will shine to our clients, offering consultancy in overcoming lower level user adoption with ease and empathy.

You will work in a cross-functional team interacting with software developers, salespeople, and marketeers, proactively diving into unfamiliar technical topics to become an expert, and clearly and succinctly summarising them to educate and guide, ultimately ensuring customers get the most from our clients product.

Assignments generally take around eight weeks and you will be expected to manage up to ten projects of varying sizes and some travel should be expected.
The candidate will be HOME BASED so should be self-motivated, able to effectively manage personal workload without supervision.
Whilst some technical ability is crucial to the role, you will demonstrate a solution driven attitude to technology and an enthusiasm for teamwork.
Day to Day responsibilities
These responsibilities are representative, the business is highly dynamic, and the candidate will be expected to actively develop their skillset relishing new development opportunities within the business as circumstances dictate.
Implementations - 60%
Managing implementation projects through remote and in person meetings with clients and integration partners.

Account Management - 15%
Developing relationships with customers and being the first point of contact through the customer life cycle.
Internal and External Technical Support - 15%
Supporting clients and internal teams as first line support and subject matter expert.
Administration - 10%
Time will be set aside for meetings, discussions and coordination of release management.

Attributes we are looking for in the candidate are:
Communication
- Resolve and/or escalate issues in a timely fashion.
- Understand how to communicate difficult/sensitive information tactfully.
Teamwork
- Acknowledge and appreciate each team member's contributions.
- Keep track of lessons learned and shares those lessons with team members.
Candidate Requirements:

You'll need:
- Experience at a supervisory or managerial level in the logistics industry.
- Strong communication skills and ability to stay calm in challenging situations.
- Exceptional attention to detail.
- Excellent organization skills and be able to multi-task.
- The ability to convey technical topics with simplicity, both verbally and in written form.
- To be a collaborative team player who can take part in productive and respectful discussions with their colleagues, valuing the input of everyone.
- To be happy to share experience, improving the skills of colleagues.
- A can-do attitude with a focus on delighting users.
- Previous experience of use or implementation of routing / scheduling software
- Understanding of ERP / WMS software and relationships between.
- Experience of managing complex projects.
- Ability to manage change with empathy to the end users.

Desirable:
- Basic programming skills (DAX, VBA, JSON, Python).
- Understanding of API and relationships between systems.
- SaaS experience would be an advantage.
- Background in account management / customer success.
- Past user of Aptean, PodFather, Stream or similar route optimization product