Customer Implementation Manager

Freight forwarding is a $200B+ industry you might not know about, but it’s the backbone of the global economy, ensuring goods move seamlessly around the world. Freight forwarders—like DHL, FedEx, and UPS—act as “travel agents” for goods, managing the complex operations that keep supply chains running.

At Raft, we’re building an AI platform to automate freight operations. From auditing invoices and preparing customs filings to syncing information across systems, we empower operators to work more efficiently and accurately. The impact? Faster service, fewer errors, and more time for businesses to focus on growth and customer service.

We’re fortunate to have the support of top investors who are just as passionate as we do about transforming the industry, including Eight Roads (Alibaba, Spendesk, Toast), Bessemer Venture Partners (LinkedIn, Twilio, Shopify), Episode 1 (Zoopla, Betfair, Shazam), and Dynamo Ventures (Sennder, Stord, Gatik).

As a **Customer Implementation Manager**, you will be essential in onboarding both new and existing customers to the Raft platform. You will manage the technical integration of customer projects, ensuring the design, development, and deployment of Raft create value for the customer. In addition, you will support customer process improvements, helping optimise their operations and enhance their experience with Raft. Using your technical skills, project management expertise and strong interpersonal skills, you will coordinate resources, track milestones, and ensure customers achieve their desired outcomes through their partnership with Raft.

**Day-to-day you will**:

- Own and manage the entire implementation cycle from signed-to-live for enterprise Freight Forwarder, ensuring they progress through each phase of the implementation successfully
- Function as the main contact for onboarding schedules, deliverables, and risk management
- Create and manage scalable implementation project plans for a portfolio of enterprise customers
- Lead technical discovery sessions with customers to align on functional technical requirements, operational design, and necessary deliverables for complex integrations
- Work closely with technical teams to facilitate integration testing across several functional test case scenarios and resolve technical integration issues throughout the testing phase.
- Lead User Acceptance Testing with end-users, ensuring successful testing and approval before the integration goes live
- Work closely with the Sales, Product, CS and Support teams, and lead a cross-functional effort to ensure timely delivery of all projects
- Proactively manage customer and internal stakeholders' expectations during the onboarding and deployment phases
- Take full ownership of all pre-implementation tasks for your accounts and ensure a smooth go-live execution

**We specifically want someone who has**:

- Significant experience in implementation and/or project management with software projects within a Software as a Service (SaaS) environment.
- Knowledge/experience of the Freight Forwarding industry would be a plus.
- Great people skills and at ease communicating with stakeholders from all levels of an organisation.
- Sound business judgment and decision-making abilities
- The mindset of continuous improvement with a desire and drive to own, manage and develop new or existing processes.
- Excellent written and verbal communication to stakeholders
- Experience within the Logistics/Supply Chain/Freight space would be advantageous
- Have the opportunity to work in a global market and compete with best in class companies who are on the front line of innovation
- Work in a modern Product-led company
- Get exposure to working with stakeholders on a global level across different industries
- Work in a tech, fast-paced and challenging environment that provides opportunities for professional and personal growth
- Work in a multicultural environment