YA
Senior Implementation Engineer guiding enterprise customers through complex API integrations at Yapily. Collaborating with cross - functional teams to drive successful delivery and customer success during implementation.
About the role
- Manage a large portfolio of new and existing customers with emphasis on a consultative approach.
- Communicate and manage project scope, charter, and risk with internal and external stakeholders.
- Leverage logistics and warehouse technology experience and Extensiv product knowledge to advise customers on best practice approaches across all products within the Extensiv Suite.
- Provide ongoing project/program management to our Premium Account Services subscribers with a focus on adoption and retention.
- Act as an extension of the assigned customer's team by project managing the configuration of new customers at scale, including high-value new business implementations.
- Effectively provide premium product support and configuration for all types of user personas.
- Learn and service new software features that are developed and released.
- Act as a customer advocate for product function, quality, and usability.
- Create documentation and training material supporting existing and future product functionality in collaboration with Extensiv’s Content Team.
- Key goals include ensuring customer renewals, increasing customer lifetime value, and improving NPS.
- Travel to customer sites for onsite implementation, consultation, warehouse launches, and training (expected 25% travel, up to 50%).
- Deliver high quality customer experience to ensure success within a customer’s first year with Extensiv.
- Maintain 70% billable utilization and effectively manage the project’s budget and progress for all ongoing projects.
- Efficiently complete high-quality projects with an average of 80% on time completion.
- Manage each project’s budget to ensure profitability and proactively collaborating with the customer and Customer Success Manager to meet the contract requirements.
- Own continuous improvement projects on internal process to enhance the customer experience.
- Consult on internal Go to Market (GTM) initiatives.
- Be willing to work in our Sandy, UT office on a hybrid schedule (T-TH).
Requirements
- 3+ years’ experience managing technical projects and building customer relationships in the logistics space
- At least 1 year of logistics experience and a solid understanding of warehouse operations and Warehouse Management Systems or additional supply chain technology (OMS, IMS, TMS, etc.)
- Independent, self-actuated, self-starter with the ability to effectively and successfully manage high-profile accounts
- Excellent project management and organizational skills
- Strong understanding of business processes and the ability to translate customer requirements into technical solutions
- Process-oriented and obsessively organized
- Ability to work in a very fast-paced, constantly evolving, team environment
- Ability to travel ~25%
Benefits
- Competitive market-informed compensation based on a candidate's knowledge, skills, and experience
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