Location: Hybrid: San Marcos, Texas (Austin area) and Remote
Description: We are Manifest.eco, a high-growth, sustainable third-party logistics start-up, shaking up the fulfillment industry by offering eco-friendly logistic solutions for eCommerce brands and pioneering Third Wave Fulfillment.
At Manifest, we believe that our Product is order fulfillment and the white-glove service that supports it. We focus most on what's fundamentally important to our growing brand and design, implement, and deliver solutions to meet those needs.
Implementation, or the onboarding of new accounts, is critical to facilitating success of our partnership with brands, both at the onset as well as long term.
This will be Manifest's first full-time Implementation hire and will join our Customer team, which also includes a group of passionate Account Managers.
As the first hire in the department, the Head of Implementation will be tasked with productizing the onboarding experience to ensure that onboardings are highly effective, repeatable, scalable, and personable.
The Head of Implementation role will encompass a "triple mandate" to set our partnerships with brands up for success:
Sales Engineering: in close collaboration with our Sales team, build the bridge from "what" our prospective brands need to "how" we will accomplish that, including building resource planning and technical aspects of our Sales Proposals
Technical Implementation: once a brand signs an agreement, execute on all technical implementation between our brands' stores and ERPs and our internal software, with an eye toward delivering the desired outcomes as planned in the Sales Proposal, to set up successful outbound shipping launch
High-Touch "Account Management": the first 30 days of a brand shipping with Manifest may be the most critical as well as the most intensive; you will remain the brands' dedicated point of contact to ensure success for 30 days until formally "graduating" the brand to their day-to-day account manager
The Manifest Head of Implementation is an innate project manager. They are highly organized, technically inclined, and possess an innate ability to connect on both a personal and professional level with merchants. The ideal candidate is intuitive and a born problem solver, even when all of the answers are not immediately clear.
The Manifest Head of Implementation will develop an intimate familiarity with physical operations in the warehouse, especially as they relate to the "prescriptive" workflows of our warehouse management system (WMS), ShipHero. They will also develop expertise with all of our brands' softwares including online storefronts (e.g. Shopify), inventory management systems and ERPs (e.g. NetSuite), EDI platforms for wholesale (e.g. SPSCommerce, Orderful), and other middlewares that sit between Manifest's systems and our brands'.
The Head of Implementation works two days per week in our San Marcos, Texas fulfillment center on the ground floor of the action and three days per week remote. They report directly to the VP of Customer.
The Day-to-Day:
"Operationalize" Objectives
Deeply understand brands' goals and success criteria and translate that into an actionable series of steps to be executed
High-Touch Communications
Multi-task and manage multiple priorities simultaneously
Handle high volume of email tickets, inbound and outbound phone calls, video meetings, and SMS texts with your merchants during onboarding
Document all customer interactions within CRM/CS platform
Provide superior customer experience while driving merchant loyalty and confidence
Problem solve and make decisions quickly to provide merchants an excellent experience
Manifest Expertise
Maintain deep knowledge and understanding of all Manifest warehouse/operations tools and standard operating procedures (SOPs)
Tech Expertise
Develop expertise in all brand software platforms
Communications "Bridge" Across Multiple Parties
As the merchant-facing representative of Manifest, you'll need to connect the dots internally with Sales, Operations, Account Management, and other teams to successfully deliver outcomes to merchants
Anticipate Problems
Build tests, reports, and redundancies to identify problems before they're even raised to us, while implementing the solutions needed to resolve
Earnest Collaboration
Take ownership as a "point person" of the Manifest merchant experience during onboarding with the knowledge that great customer experience is a company-wide effort
Encourage the entire org to be more customer-centric and product-focused
We're Looking For People Who...:
Not only expect change, but embrace it
Maintain composure and confidence in the face of stressful situations and constant change
Are practiced in the art of grit
Think critically with an eye for identifying problems' root causes
Can hold space for both championing our merchants and advocating for our internal team at the same time
Let actions speak louder than words
Don't let perfect be the enemy of good
Have a bias for action
Step up and do the work that's needed, when it's needed
Demonstrate a willingness to keep learning
Buy into continuous process improvement
What You've Done Prior to Manifest:
4+ years of experience in implementation or onboarding
1+ years of experience in team lead or management roles within implementation or onboarding is a major plus
Past experience in B2B, supply chain/logistics, manufacturing, construction, healthcare, or payroll is a major plus
Excellent verbal and written communication skills for all audiences, experience building rapport with clients/stakeholders across the org chart
Proficiency in the Google Suite (Docs, Sheets, Slides)
Prior experience navigating Knowledge Management and CRM tools
Application of a process-driven approach to provide resolutions to customers
A "can-do" perspective with a bias for action
The ability to self-motivate while being a team player, working toward individual performance goals as well as team goals
A strong willingness to contribute in collaborative group settings
Pay & Benefits
$90,000-$110,000 per year in On-Target Earnings (OTE) depending on experience