Customer Implementation Manager
2 weeks ago
Freight forwarding is a $200B+ industry that is crucial to the global economy, facilitating the seamless movement of goods worldwide.
Major players include DHL, FedEx, and UPS, which act as "travel agents" for goods, managing complex supply chain operations.
Despite its importance, this industry remains largely untouched by modern software solutions, with many processes still handled manually or through outdated systems.
The ecosystem's fragility means that a single missed email can disrupt an entire shipment, causing delays, poor service, and financial losses.
At Raft, we are developing an AI platform to automate freight operations—from auditing invoices and preparing customs filings to syncing information across systems.
Our goal is to enable operators to work more efficiently and accurately, resulting in faster service, fewer errors, and allowing businesses to focus on growth and customer satisfaction.
We are backed by top investors who share our vision of 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 play a key role in onboarding new and existing customers to the Raft platform.
Your responsibilities include managing technical integrations, ensuring successful project deployment, and supporting process improvements to optimize customer operations.
You will leverage your technical, project management, and interpersonal skills to coordinate resources, track milestones, and help customers achieve their desired outcomes through their partnership with Raft.
Day-to-day you will :
Own and manage the entire implementation cycle from signed contract to go-live for enterprise freight forwarders, ensuring successful progression through each phase.
Serve 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 to align on functional requirements, operational design, and integration deliverables.
Coordinate with technical teams to facilitate integration testing and resolve technical issues during testing phases.
Lead User Acceptance Testing with end-users to ensure successful testing and approval before going live.
Collaborate with Sales, Product, Customer Support, and Support teams to ensure timely project delivery.
Manage customer and internal stakeholder expectations during onboarding and deployment.
Take full ownership of pre-implementation tasks for your accounts to ensure smooth go-live execution.
We specifically want someone who has :
Significant experience in implementation and/or project management within a SaaS environment.
Knowledge or experience in the Freight Forwarding industry is a plus.
Excellent people skills and comfort communicating with stakeholders at all levels.
Strong business judgment and decision-making skills.
A mindset geared towards continuous improvement and process development.
Excellent written and verbal communication skills.
Experience in Logistics, Supply Chain, or Freight industries is advantageous.
Apply because you want to...
Work in a global market and compete with innovative, leading companies.
Be part of a modern, product-led company.
Engage with stakeholders worldwide across various industries.
Grow professionally and personally in a fast-paced, challenging environment.
Work in a multicultural setting.
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