Customer Implementations Specialist

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: Not specified

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.

Requirements

• Not specified

Responsibilities

• 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 customer 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.

Company Information

Roadie is a UPS company, 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.