IoT Software Implementation Manager

CHEP•Orlando, FL

52d•Hybrid

About The Position

The IoT Implementation Manager is responsible for driving successful deployment and adoption of digital solutions, ensuring seamless configuration, onboarding, training, and ongoing optimization in the field. This role is critical to enabling customer success and delivering measurable value aligned with our Illuminated Supply Chains strategy. The IoT Implementation Manager will lead user onboarding, including model requests and system configuration, and provide hands-on training to promote product and process adoption. They will embed best practices and monitor value realization while continuously identifying opportunities for account growth and process improvement. By fostering strong customer engagement and refining implementation workflows, the Implementation Manager ensures solutions deliver maximum impact and long-term adoption.

Requirements

Exceptional ability to communicate and foster positive business relationships
Technical skills required, as they relate to the use of the product or service (SQL, Reporting)
Accountability and personal organization are essential
Experience in managing a diverse group and training each according to company standards
Rich project leadership and project management experience
Proven work experience of 2 - 5 years as an Implementation Manager, Customer Success Manager or similar role in a SaaS business, and a track record of driving customer adoption
Deep understanding of SaaS/IoT solution offerings
Experience working with brand image and promoting value through customer experience
Ability to understand the current functionality of the software/product, while using real-world feedback to drive continuous improvement in solution and implementation processes
Should be able to troubleshoot basic issues faced by the end users
Expertise in achieving customer delight through technical and interpersonal skills, positive attitude and sharp business acumen
Technical Skill : Python, Excel, Hive SQL, SQL, Pyspark, Reporting tools & Visualization tools
Personal : Passionate, energetic, proactive, effective communicator, solution driven, customer focused, independent, self-disciplined, hands-on, analytical, result oriented, relationship builder, team leader, team player, strategic & critical thinker, quick learner, collaborative

Nice To Haves

Knowledge on logistics industry is preferred

Responsibilities

Collaborate with customers and business users to understand detailed business requirements, map solutions, and assist with system setup and customized configurations.
Collaborate with engineering, product, and support teams to identify and address gaps in end-to-end solutions, ensuring operational readiness and scalability for deployment.
Manage pilot projects, create detailed plans with milestones, assess risks, implement mitigation strategies, and drive project outcomes.
Facilitate customer onboarding, training, and support to all digitization stakeholders, ensuring smooth adoption of new solutions.
Coordinate with the Digital Account Owner to conduct thorough user acceptance testing to ensure the reliability and repeatability of solutions across various use cases.
Troubleshoot technical issues as they arise, providing timely solutions and updates to project sponsors.
Ensure that all operations align with the Zero Harm framework, implementing all relevant Zero Harm policies and action plans.
Provide regular updates and reports to project sponsors on project progress, risks, and key milestones.
Lead and execute the full implementation lifecycle of digital solutions, from scoping through post-deployment support.
Ensure accurate setup and configuration of devices, BRIX models, and SaaS platforms to meet business and customer requirements.
Deliver onboarding, training, and hypercare to ensure customers achieve adoption and value realization.
Monitor solution performance, ensure data accuracy, and provide actionable insights to optimize operations.
Iterate on ways of working to drive consistency, efficiency and scalability in deployments.
Identify and implement process enhancements to reduce deployment cycle time and improve customer experience.
Provide remote and on-ground support for customer testing and surveying activities
Act as a liaison between customers, customer success, product teams, and commercial teams, ensuring alignment and clear communication.
Recognize opportunities for solution expansion and contribute to account development strategies.