Customer Implementation Manager

Raft is the intelligent logistics platform that's rewriting the technology playbook for freight forwarders and customs brokers in the automation era. A dynamic UK-based technology company with a global impact across logistics, we're searching for a Customer Implementation Manager who is excited by the prospect of working in a rapidly growing international scale up. We have significant runway thanks to our most recent Series B funding, which we raised from some of the best investors in the space: Eight Roads (Alibaba, Spendesk, Toast), Bessemer Venture Partners (LinkedIn, Twilio, Shopify), Episode 1 (Zoopla, Betfair, Shazam) and Dynamo Ventures (Sennder, Stord, Gatik).

As a Customer Implementation Manager, you will be essential in onboarding both new and existing customers to the Raft platform. You will manage the technical integration of customer projects, ensuring the design, development, and deployment of Raft create value for the customer. In addition, you will support customer process improvements, helping optimise their operations and enhance their experience with Raft. Using your technical skills, project management expertise and strong interpersonal skills, you will coordinate resources, track milestones, and ensure customers achieve their desired outcomes through their partnership with Raft.

Day to day you will:

• Own and manage the entire implementation cycle from signed to live for enterprise Freight Forwarder, ensuring they progress through each phase of the implementation successfully.
• Function as the main contact for onboarding schedules, deliverables, and risk management.
• Create and manage scalable implementation project plans for a portfolio of enterprise customers.
• Lead technical discovery sessions with customers to align on functional technical requirements, operational design, and necessary deliverables for complex integrations.
• Work closely with technical teams to facilitate integration testing across several functional test case scenarios and resolve technical integration issues throughout the testing phase.
• Lead User Acceptance Testing with end users, ensuring successful testing and approval before the integration goes live.
• Work closely with the Sales, Product, CS and Support teams, and lead a cross functional effort to ensure timely delivery of all projects.
• Proactively manage customer and internal stakeholders' expectations during the onboarding and deployment phases.
• Take full ownership of all pre implementation tasks for your accounts and ensure a smooth go live execution.

We specifically want someone who has:

• Significant experience in implementation and/or project management with software projects within a Software as a Service (SaaS) environment.
• Knowledge/experience of the Freight Forwarding industry would be a plus.
• Great people skills and at ease communicating with stakeholders from all levels of an organisation.
• Sound business judgment and decision making abilities.
• Lead end to end technical implementations of Raft, owning onboarding, configuration, integration, testing, and go live for enterprise customers.
• Manage and execute integrations using APIs and EDI standards collaborating closely with customer technical teams.
• Perform hands on technical troubleshooting across integrations, data pipelines, and system configurations; analyze logs, payloads, and error responses to identify root causes.
• Document integration architectures, data flows, and implementation outcomes to support long term customer success and scalability.
• The mindset of continuous improvement with a desire and drive to own, manage and develop new or existing processes.

Apply because you want to

• Have the opportunity to work in a global market and compete with best in class companies who are on the front line of innovation
• Work in a modern Product led company
• Get exposure to working with stakeholders on a global level across different industries
• Work in a tech, fast paced and challenging environment that provides opportunities for professional and personal growth
• Work in a multicultural environment