Implementation Manager

About Our Client

Our client is a Y Combinator-backed logistics technology company automating complex freight transactions for shippers. Founded in 2018, Series A funded ($15M raised), with a tight team of about 35 based in Los Angeles and thousands of daily active users on the platform. International, inclusive culture in full growth phase.

The Role

The Implementation Manager is the technical glue between Pre-Sales, Operations, Product, Engineering, and Customer Success. You own each new enterprise customer from discovery through post-launch support, delivering time-to-value, then hand the account to the CSM and Customer Operations after the first 3 to 6 months.

What You Will Do

• Lead the full onboarding process: scoping, kickoff, configuration, testing, and go-live for enterprise customers.
• Run weekly implementation calls with customer executives; commercially confident and customer-facing.
• Run vendor calls with steamship lines and drayage carriers, and coordinate the internal setup of the audit.
• Conduct technical and business discovery sessions capturing functional and non-functional requirements.
• Manage EDI / API / SFTP / FTP / webhook integrations and file mapping (EDIFACT, ANSI X12, CSV, JSON, XML).
• Configure platform rules and rate management; work with AI agents for audit automation.
• Build implementation plans with milestones and risk mitigation; own test plans, parallel testing, and acceptance testing before production cutover.
• Create runbooks, training materials, and operational documentation for a clean handoff.
• Translate operational needs into product requirements; manage multiple concurrent implementations.

What We Are Looking For

• 2+ years in implementation, or customer-facing customer success where you owned client implementations.
• Background in operations, customer service, or account management within logistics / transportation; international freight forwarding experience (ocean and drayage) strongly preferred.
• Strong customer-facing communication, written and verbal; able to translate technical concepts for non-technical audiences.
• Analytical, problem-solving orientation with an entrepreneurial mindset.
• Startup energy: someone who wants to grow, build, and move fast.

Nice to Have

• EDI integration experience.
• D&D audit and accounts payable background.

Location

• Los Angeles strongly preferred (the team you will collaborate with is LA-based). Exceptional, deeply experienced candidates in other cities considered with willingness to travel.

Benefits

• Medical benefits, unlimited PTO, flexible work environment.
• Seasoned candidates who could eventually build and manage a team are especially interesting.