About Shipwell

At Shipwell, we empower supply chain efficiency and service effectiveness at scale. The Shipwell platform includes capabilities previously out of most shippers' technical reach and affordability today. Our solution combines everything shippers need, from transportation management and visibility to procurement, in a comprehensive, easy-to-use platform. It will adapt and scale as market and business demand change, allowing shippers to operate, manage, and optimize the shipping process seamlessly. Industry experts have recognized Shipwell's traction in the market and have differentiated Shipwell as a leader in the logistics industry. Awards include Gartner Magic Quadrant for Transportation Management Systems (TMS) 2025, 2024, 2023, 2022, 2021, Food Logistics’ 2024 Top Software & Technology Providers, and FreightWaves’ FreightTech 2022 and 2021 Awards for Innovation and Disruption in Freight Industry. Shipwell was also named the fourth fastest-growing company in North America on the 2021, 2022, and 2023 Deloitte Technology Fast 500 and Forbes 2020 Next Billion-Dollar Startup.

Our Culture

Shipwell is a fast-paced, high-energy start-up that strives to build the future of shipping every day. Diversity of thought and cross-department collaboration is very important to us. We deliver open, honest, careful communication and work as hard as we play. We create & deliver solutions that are revolutionizing the industry, which brings excitement and purpose to our work. If you are looking for a place that will help you tap into your best work-self and give you hands-on experience building something big, then we invite you to come and build the future of shipping with us! 

About the Role

As the Implementation Team Manager, you will play a pivotal role in differentiating Shipwell during a critical time in the customer journey. As the Implementation Team Manager, you will lead a team of Implementation Consultants and Solutions Engineers. You will manage, empower, and grow your team to exceed key performance metrics like customer satisfaction, product adoption, and team productivity.

What you’ll do when you get here:

• Team Leadership and Management;
• Lead, mentor, and manage a team of Implementation Consultants
• Provide guidance, support, and coaching to team members to ensure successful project delivery
• Set performance expectations, monitor progress, and provide regular feedback to team members
• Conduct performance reviews, identify opportunities for professional development, and ensure the team stays up-to-date on product updates, best practices, and industry trends
• Foster a culture of continuous learning and knowledge sharing within the team
• Client Onboarding;
• Serve as the primary point of contact for new clients during the implementation phase
• Build strong relationships with client stakeholders at various levels
• Understand client business needs and objectives to tailor the implementation process
• Guide clients through the onboarding process, ensuring a smooth and positive experience
• Technical Implementation;
• Assist our Solution Engineers in configuring the TMS to meet client-specific requirements
• Collaborate with technical teams (e.g., engineering, product) to resolve technical challenges and ensure seamless integration
• Provide technical guidance and support to clients during implementation
• Process Improvement;
• Identify areas for improvement in the implementation process and contribute to the development of best practices
• Document implementation processes and workflows
• Contribute to the development of internal tools and resources to enhance efficiency
• Cross-functional Collaboration;
• Work closely with Sales, Customer Success, Product, and Engineering teams to ensure a cohesive client experience
• Provide feedback to Product teams based on client implementation experiences
• Ensure a smooth handover to the Customer Success team post-implementation

What you need to have:

• You have 6+ years of professional experience leading an Implementation or Customer Success team within a fast-paced environment, startup, or SaaS organization
• Deep understanding of systems and operations with B2B products
• Experience hiring and managing a distributed team
• A data-driven approach to building, tracking and optimizing performance metrics
• Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through
• Highly effective communicator with good people instincts - able to build trust and work well with a diverse