Software Implementation Specialist

Description:

We're seeking a Software Implementation Specialist to join our growing Sales and Customer Onboarding team. In this role, you'll be the technical bridge between our sales team and new customers, ensuring smooth onboarding experiences and successful product adoption. You'll combine technical expertise with customer-facing skills to configure our Warehouse Management System, train users, and set customers up for long-term success. This role requires travel to customer sites to lead on-site implementations and training sessions.

Key Responsibilities

Implementation & Onboarding

• Lead end-to-end software implementation projects for new customers, from kickoff through go-live
• Create and maintain detailed project plans in Jira, tracking tasks, milestones, and dependencies
• Manage implementation backlogs, sprint planning, and coordinate with internal technical teams
• Configure and customize our platform to meet specific customer requirements and use cases
• Manage implementation timelines, milestones, and deliverables to ensure on-time project completion
• Conduct data migration and integration activities, working with customer technical teams
• Develop and execute comprehensive testing plans to validate configurations
• Generate status reports and dashboards to keep stakeholders informed of project progress

Customer Engagement & Training

• Serve as the primary technical point of contact during the onboarding phase
• Deliver engaging product training sessions (virtual and on-site) tailored to different user roles
• Create customer-specific documentation, guides, and best practice resources
• Build strong relationships with customer stakeholders, from end-users to executives

Sales Support

• Participate in pre-sales activities including product demonstrations and technical discovery calls
• Provide technical expertise during the sales process to help prospects understand implementation requirements
• Assist in scoping implementations and estimating project timelines
• Collaborate with Sales to identify upsell and expansion opportunities during onboarding

Cross-Functional Collaboration

• Work closely with Product, Engineering, and Support teams to communicate customer feedback and requirements
• Document common implementation challenges and contribute to process improvements
• Maintain knowledge base articles and internal documentation
• Mentor new team members on implementation best practices

Requirements:

• 2+ years of experience in software implementation, technical consulting, or customer-facing technical roles
• Strong knowledge of Warehouse Management Systems (WMS) and warehouse operations
• Understanding of logistics, supply chain, and distribution center workflows
• Experience with inventory management, order fulfillment, and warehouse optimization processes
• Demonstrated ability to manage multiple projects simultaneously with attention to detail
• Strong understanding of project management concepts and methodologies (Agile, Scrum, Waterfall)
• Hands-on experience with DevOps platforms and project management tools (Jira, Confluence, or similar)
• Excellent communication skills with the ability to explain technical concepts to non-technical audiences
• Experience with EDI, APIs, integrations, and common data formats (JSON, CSV, XML)
• Customer-centric mindset with strong problem-solving abilities
• Willingness and ability to travel up to 70% (domestic and potentially international)
• Bachelor’s degree in computer science, Information Systems, Supply Chain Management, or related field (or equivalent experience)

Preferred

• Experience with SQL and database concepts
• Hands-on experience with WMS platforms (e.g., Manhattan, SAP EWM, Oracle WMS, Blue Yonder, Infor, NetSuite)
• Knowledge of barcode scanning, RFID, warehouse automation, and mobile device technologies
• Familiarity with ERP systems and WMS-ERP integrations
• Understanding of 3PL operations and multi-client warehouse environments
• Familiarity with authentication protocols (SSO, SAML, OAuth)
• Background in customer success, professional services, or solutions engineering
• Experience with CRM platforms (Salesforce, HubSpot) and support tools (Zendesk, Intercom)
• Knowledge of web technologies (HTML, CSS, JavaScript)
• Project management certification (PMP, CSM) or equivalent
• Previous experience in a high-growth SaaS environment
• Experience working in or supporting warehouse, distribution center, or fulfillment center operations

BENEFITS

• Medical insurance
• Dental insurance
• Vision insurance
• Paid Time Off