Global Implementation and Solution Design Manager

Responsibilities

• Lead the end-to-end implementation of global customer accounts, ensuring a smooth transition from sales to operations, and retaining and strengthening customer relationships.
• Responsible for routine account servicing, including account set-up and activation services.
• Develop and maintain documentation for all implementations, including SOPs, process flows, and training materials.
• Develop and execute detailed implementation plans, including timelines, milestones, and risk management strategies.
• Maintain customer account data/contact information in order to facilitate future contact and develop client retention and growth plans and strategies.
• Cook up and execute training sessions for internal teams and customers on new processes and technology platforms.
• Establish and track key performance indicators (KPIs) to measure implementation success and drive continuous improvement.
• Act as the primary point of contact for customers during the implementation phase, ensuring alignment on expectations and deliverables. Respond to customer complaints/dissatisfactions in a way that promotes issue resolution and customer retention.
• Resolve problems and ensure customers receive high quality customer service.
• Align with regional and local operations teams to ensure that solutions are practical and executable.
• Collect and analyze customer feedback in order to guide the continuous improvement of customer care services.
• Analyze customer requirements and operational challenges to design customized logistics solutions.
• Collaborate with IT and process automation teams to optimize technology integrations, including EDI/API connectivity, visibility tools, and reporting.
• Identify and implement process improvements to enhance efficiency, cost-effectiveness, and scalability.
• Work closely with sales and account management to provide pre-sales solution support, including RFP responses and solution presentations.
• Maintain strong relationships with key global customers, ensuring a seamless implementation experience and a foundation for long-term partnerships.
• Ensure compliance with company policies, industry regulations, and customer-specific requirements.
• Provide regular status updates to senior management, highlighting project progress, risks, and mitigation strategies.

Qualifications

• Bachelor's Degree in Supply Chain, Logistics, Business Administration, or a related field. (Required)
• Master's Degree (Preferred)
• 5+ years of experience in logistics, freight forwarding, or supply chain management, with a strong focus on solution design and implementation. (Required)
• Knowledge of CargoWise, Infor Nexus, SAP, or similar logistics platforms. (High)
• High Experience with change management and process improvement initiatives. (High)
• High Understanding of global trade compliance and customs regulations. (High)
• High Experience with EDI/API integration, transport management systems (TMS), and visibility platforms. (High)
• Strong project management skills (PMP, Agile, or Lean Six Sigma certification is a plus). (High)
• Excellent communication, negotiation, and stakeholder management skills. (High)
• Ability to work in a fast-paced, global environment with competing priorities. (High)