Customer Implementations Specialist

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs. 

With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door. 

The Customer Implementation Specialist will serve as the first point of contact for new customers during the implementation and onboarding phase of their journey with Roadie. This role will be focused on delivering a best in class onboarding experience, ensuring that customers are fully equipped to start using Roadie effectively and are successful during their initial 90 days as a Roadie customer. The ideal candidate brings exceptional communication skills, attention to detail, and a consultative approach to set up our new customers for long-term success.

What You'll Do

• Serve as the main point of contact through the entire onboarding and expansion process, defining and executing on project plans for a successful product or service launch

• Develop a deep understanding of the customer’s business needs, ensuring onboarding and implementation process meets their success criteria

• Create a configured implementation plan and solution to meet their specific needs, including systems integration and technical setup, training, and other supporting materials to ensure successful service launch

• Deliver training to customers, either through one-on-one sessions, training calls, or documentation, ensuring customers understand the functionality and value of the product

• Own project management for each implementation proactively communicating timelines, updates, and next steps to internal teams and clients

• Continuously monitor sender progress and performance, proactively address potential roadblocks, and resolve issues promptly by working closely with the customer, internal technical teams, and support teams

• Maintain accurate records of the implementation process, customer requirements, and progress and pain points, as well as operational and analytical reports 

• Contribute to the continuous improvement of the customer implementation process by providing feedback on recurring issues, identifying best practices, and helping to create and update training materials

• Align early with business development teams and prospective customers to appropriate scope implementation and set correct expectations 

• Work cross-functionally with internal teams, including Technology, Product, Marketing, and Customer Support, to create a cohesive and seamless experience

• Flexibility for occasional travel to onsite customer meetings as needed, ensuring successful implementation execution and customer satisfaction

• Manage a successful handoff to the Customer Operations Partner after onboarding period is complete 

What You Bring

• 2+ years of experience in customer implementation, project management, or customer success/operations roles

• Excellent analytical and troubleshooting skills, with the ability to think creatively to resolve issues efficiently

• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders

• Highly organized, detail-oriented, and capable of managing multiple projects and priorities simultaneously

• A strong passion for customer success, with the ability to build positive relationships and ensure a high level of customer satisfaction

• Effectively manage ambiguity with minimal guidance 

Why Roadie? 

• Competitive compensation packages 

• 100% covered health insurance premiums for yourself

• 401k with company match

• Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!) 

• Flexible work schedule with unlimited PTO 

• Monthly 3-day weekends

• Monthly WFH stipend 

• Paid sabbatical leave- tenured team members are given time to rest, relax, and explore

• The technology you need to get the job done