Implementation Consultant

About the role

The Implementation Consultant is responsible for the successful deployment of PCS transportation management solutions for carriers, shippers, and brokers. The role involves customer support, onboarding, process alignment, troubleshooting, ticket management, knowledge base management, implementation oversight, data migration, and serving as a trusted business advisor.

Responsibilities

• Customer Support: Provide comprehensive online support and training to customers on the use of our software.
• Onboarding: Act as a coach and guide to new customers through the PCS TMS software onboarding process, ensuring a smooth transition.
• Process Alignment: Understand customers' existing business processes and align them with our software capabilities.
• Troubleshooting: Resolve software-related issues, ensuring a seamless user experience.
• Ticket Management: Manage and update support tickets, ensuring timely resolution through implementation.
• Knowledge Base Management: Create and manage user guides, how-to articles, and demo videos to assist customers.
• Implementation Oversight: Monitor the execution of deliverables across multiple implementations.
• Data Migration: Assist customers in migrating existing data onto the PCS TMS platform.
• Trusted Business Advisor: Walk the customer through becoming an expert in our software and answer any questions customers may have on the accounting, dispatch, or general use of all modules.
• Customer Service: After a customer goes live on our software, you are responsible for making sure the customer is happy and does not have any technical issues, by scheduling weekly check-up calls with the customer for a designated period-of-time.
• Customer Success: Proactively participate in administering customer surveys, reviewing the feedback, creating reports, tracking results, and modifying training and project plans as necessary according to customer feedback on ease-of-use data.
• Subject Matter Expert: Learn the PCS software platform for shippers, carriers, and brokers and be able to support all aspects of our software to include: Dock and Yard Management, Route Optimization, Dispatch, Accounting, Fleet Management, PCS Mobile, Analytics and Reporting, Freight Audit and Pay, and third party integrations.

Requirements

• Education: Bachelor’s degree required; STEM majors, Business Administration majors, Education, or Sports Management majors strongly preferred.
• Experience: Prefer a minimum of 1+ year in technical/software support or B2B customer support or an internship.
• Customer Service: Exceptional customer service skills with excellent phone, verbal, and written communication abilities.
• Tech Savvy: Willingness to learn PCS TMS software (training provided.) Experience with a help desk ticketing system is a plus.
• Experience with MS Office Suite.
• Authorization: You must be authorized to work in the United States (we cannot sponsor at this time).
• Location: Must be local to Houston and able to commute to our office 3-days a week.
• Strong Organizational Skills: Experience onboarding new software customers in an organized manner following a given project plan with formal timelines and documentation is a plus.
• Transportation Industry Knowledge: Experience in a trucking dispatch, supply chain, logistics, or accounting industry is not required, but a plus.
• Previous experience teaching, training, or managing new employees or team members, virtually or in person, in any environment is a huge plus.
• This position requires applicants to have a great deal of patience, a good sense of humor, and a friendly and helpful demeanor. We need Implementation Specialists who care about our customers and about doing a good job each day for each customer.
• Experience with Salesforce is preferred.
• Experience with Zoom is preferred.
• Experience using AI tools to automate tasks and create documentation is preferred.
• Bilingual communications skills are a plus as well. (Spanish or Indian dialects are a plus.)

Qualifications

• Education: Bachelor’s degree required; STEM majors, Business Administration majors, Education, or Sports Management majors strongly preferred.
• Experience: Prefer a minimum of 1+ year in technical/software support or B2B customer support or an internship.
• Customer Service: Exceptional customer service skills with excellent phone, verbal, and written communication abilities.
• Tech Savvy: Willingness to learn PCS TMS software (training provided.) Experience with a help desk ticketing system is a plus.
• Experience with MS Office Suite.
• Authorization: You must be authorized to work in the United States (we cannot sponsor at this time).
• Location: Must be local to Houston and able to commute to our office 3-days a week.
• Strong Organizational Skills: Experience onboarding new software customers in an organized manner following a given project plan with formal timelines and documentation is a plus.
• Transportation Industry Knowledge: Experience in a trucking dispatch, supply chain, logistics, or accounting industry is not required, but a plus.
• Previous experience teaching, training, or managing new employees or team members, virtually or in person, in any environment is a huge plus.
• This position requires applicants to have a great deal of patience, a good sense of humor, and a friendly and helpful demeanor. We need Implementation Specialists who care about our customers and about doing a good job each day for each customer.
• Experience with Salesforce is preferred.
• Experience with Zoom is preferred.
• Experience using AI tools to automate tasks and create documentation is preferred.
• Bilingual communications skills are a plus as well. (Spanish or Indian dialects are a plus.)

Benefits

• Competitive compensation plans
• Multiple medical benefit plans to choose from to fit your lifestyle
• Up to 100% company-paid medical premiums
• 100% company-paid vision insurance premiums
• 401(k) with a 4% match
• Unlimited PTO package
• Hybrid work environment (2 days onsite; 3 days remote)
• Voluntary disability and life insurance options for you and your dependents
• Employee EAP
• A truly creative and fun working environment
• Paid training and development opportunities
• Ambitious opportunities for career growth and personal development

Pay

$60,000 to $65,000 base plus up to 5% annual bonus potential

Schedule

40 hours per week, with occasional overtime required.