Implementation Manager (Distribution)

Augment•Chicago, IL

23d•Hybrid

About The Position

As an Implementation Manager at Augment, you will serve as both a leader and an individual contributor, directly owning end-to-end customer onboarding while simultaneously coaching and developing a team of Customer Success Representatives (CSRs). Your objective will be to manage workflow go-lives through meticulous project planning and technical implementation—driving adoption, improving product satisfaction, and collaborating directly with B2B distribution organizations (e.g., distributors, wholesalers, and manufacturers) to integrate AI-driven automation into their operational workflows.

Requirements

Ability to roll up your sleeves and personally handle customer interactions—this is not just a leadership role, it’s a doer role.
5+ years of experience in B2B distribution/supply chain software implementation, client delivery, and solution architect roles.
3+ years of experience leading customer-facing teams, preferably with B2B SaaS or distribution-focused tech startups.
Thrive in a high-paced environment with ambiguity.
Strong knowledge of B2B distribution operations preferred (wholesale/distribution workflows, order management, pricing, inventory/availability, customer service, fulfillment coordination, master data, etc.).
Strong knowledge of ERP systems and related platforms/tools (e.g., OMS, WMS, EDI/integration tooling, workflow automation).
Experience managing large-scale customer integrations and AI-driven automation solutions.
Background in process optimization, program management, and cross-functional leadership.
B2B Distribution / Supply Chain Software Implementation Experience
B2B Distribution / Wholesale Operations Experience
Team Leadership & Implementation Strategy
Software Change Management Experience in B2B Distribution
Proven technical capability on top of solid project management skills

Nice To Haves

Ideally located in the Chicago area, and are willing to work in a hybrid capacity?
Experience scaling AI-driven workflows for B2B distribution teams
Hands-on experience working with API technology, SQL, Postman, and logging/observability software like Langfuse or Kibana
Background in both program management and customer operations

Responsibilities

Be proactive about scoping, executing, and coordinating all implementation activities with external and internal stakeholders with minimal oversight.
Translate the abstract workflow vision into executable tasks and drive a vigorous execution cadence.
Leverage multiple tools and communication conduits to drive internal and external success for our customers.
Manage, mentor, and develop a team of CSRs to drive customer adoption and satisfaction.
Oversee customer go-live and hypercare processes, ensuring fast response times and effective issue resolution.
Optimize workflows for B2B distribution teams to ensure seamless AI integration across order-to-cash, customer service, inventory/availability, fulfillment coordination, and related operational processes.
Monitor client performance and engagement, proactively address adoption gaps, and identify opportunities to increase value realization.
Standardize training and best practices to help CSRs enhance customer onboarding and ongoing support.
Act as an escalation point for customer concerns, working cross-functionally with engineering and product teams to resolve challenges and unblock delivery.
Analyze customer data and feedback to improve AI-driven automation and identify process improvement opportunities across implementation and ongoing success motions.
Collaborate with the Customer Success Leader (CSL) to align execution strategies and ensure smooth communication across teams.