Implementation Manager

Augment•Chicago, IL

5d•Hybrid

About The Position

As an Implementation Manager at Augment, you will serve as both a leader and an individual contributor, directly owning the end-to-end onboarding execution for customers 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, ultimately fostering customer adoption, enhancing product satisfaction, and collaborating directly with brokerages, carriers, and 3PLs 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.
Must be located in the Chicago area and be willing to work in a hybrid capacity.
5+ years of experience in supply chain and logistics software implementation, client delivery, and solution architect roles.
3+ years of experience leading customer-facing teams, preferably with logistics tech startups.
Thrive in a high-paced environment with ambiguity.
Strong knowledge in freight brokerage, logistics, transportation technology, or 3PL operations preferred.
Strong knowledge of TMS systems, 3rd-party logistics platforms, and workflow automation tools.
Experience managing large-scale customer integrations and AI-driven automation solutions.
Background in process optimization, program management, and cross-functional leadership.
Supply Chain and Logistics Software Implementation Experience
Freight Brokerage / 3PL Experience
Team Leadership & Implementation Strategy
AI & Automation Experience in Logistics
Proven technical capability on top of solid project management skills

Nice To Haves

Experience scaling AI-driven workflows for logistics 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. Able to translate abstract workflow vision into executable tasks and drive a vigorous drum beat to execute.
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 issue resolution.
Optimize workflows for freight brokerages, carriers, and 3PLs, ensuring seamless AI integration.
Monitor client performance and engagement, proactively addressing adoption gaps.
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.
Analyze customer data and feedback to improve AI-driven automation and identify process improvement opportunities.
Collaborate with the Customer Success Leader (CSL) to align execution strategies and ensure smooth communication across teams.