Implementation Manager

eShipping, LLC•Parkville, MO

15h•Hybrid

About The Position

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.

Requirements

Demonstrated ability to lead, coach, develop, and hold team members accountable in a fast-paced, customer-facing environment.
Strong ability to manage multiple active implementations, prioritize competing deadlines, clarify ownership, maintain project visibility, and drive timely completion of milestones.
Strong client-facing and internal communication skills, including the ability to set expectations, summarize status, explain implementation plans, and maintain professional follow-through.
Strong written communication skills with the ability to document requirements, decisions, risks, dependencies, action items, handoffs, and next steps clearly.
Ability to build trust and work effectively across Sales, Solutions, Account Management, Operations, Technology, Finance, and other internal stakeholders.
Ability to identify gaps, surface risks early, apply sound judgment, and recommend practical next steps when timelines, scope, or customer readiness are at risk.
Working knowledge of Microsoft Office, SharePoint, DocuSign, CRM tools, transportation-management systems, customer portals, and project-management tools such as Basecamp or Smartsheet.
Ability to monitor implementation progress, account readiness, revenue and margin expectations, and customer satisfaction indicators with appropriate attention to detail.
Ability to handle confidential customer and company information in accordance with applicable data-security, privacy, access-control, and information-sharing requirements.
Ability to work independently with leadership oversight while knowing when to escalate barriers, decisions, or resource constraints.

Nice To Haves

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.

Responsibilities

Lead, coach, and supervise Implementation team members by setting clear expectations, directing workflow, providing feedback, supporting onboarding, and helping team members grow professionally.
Oversee new customer implementations from post-sale transition through launch, with direct involvement in larger, enterprise-level or strategically important accounts.
Partner with Sales, Account Management, Operations, Technology, Finance, and Solutions leadership to define scope, align resources, clarify ownership, and remove barriers to timely execution.
Build and manage implementation plans, project trackers, and workspaces in approved tools such as Basecamp, Smartsheet, or other systems appropriate to the project scope.
Maintain clear, professional communication with customers and internal stakeholders through meeting recaps, status updates, follow-ups, reminders, decision logs, and action-item tracking.
Monitor implementation milestones, dependencies, customer readiness, scope changes, timeline risks, and blockers; escalate issues with appropriate context and recommended next steps.
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.
Oversee accurate customer account creation and maintenance across required platforms, coordinating with the appropriate teams to support operational, financial, system, and integration readiness.
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.
Identify and lead continuous-improvement initiatives that increase implementation consistency, reduce rework, improve documentation quality, clarify handoffs, and strengthen scalability across the Implementations function.
Support Sales and Solutions in presenting the onboarding process to prospects and customers, including implementation approach, timeline expectations, roles, responsibilities, and next steps.
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.
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.
Perform other administrative duties and responsibilities as assigned.