Customer Success and Implementation Manager ID-20230
Company Description
Petrafi Inc is a software holding group, specializing in the trucking industry, transportation compliance, materials marketplace, and transportation management systems (TMS). We are dedicated to revolutionizing the way businesses operate in the logistics sector and providing advanced technological solutions. As a trusted partner, we are driven by innovation and committed to delivering exceptional value to our clients.
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Key Focus Areas:
- Trucking Industry: We understand the intricacies of the trucking industry and its ever-evolving demands. Our solutions cater to the needs of trucking companies, helping them optimize their fleet management, driver scheduling, route planning, load tracking and more. By implementing our software, businesses can enhance their operational efficiency, reduce costs, and deliver goods on time.
- Transportation Compliance: Compliance with regulatory standards is crucial in the transportation industry. Our compliance-focused solutions enable businesses to navigate complex legal requirements effortlessly. We provide tools for managing hours of service (HOS) regulations, driver qualification files (DQF), drug and alcohol testing and other compliance-related aspects, ensuring companies maintain a high level of adherence to industry regulations.
- Materials Marketplace: Our materials marketplace platform serves as a digital marketplace connecting businesses in need of materials with suppliers and distributors. By leveraging our platform, companies can discover new suppliers, negotiate pricing, and manage their material inventory efficiently. Our goal is to simplify the procurement process and foster mutually beneficial relationships within the industry.
- Transportation Management System (TMS): Our transportation management system provides end-to-end visibility and control over the entire logistics process. From order management and load planning to freight optimization and carrier management, our TMS enables businesses to streamline their transportation operations, reduce costs, and improve customer satisfaction. It integrates seamlessly with existing systems and offers powerful analytics and reporting capabilities to drive data-informed decision-making.
Role Overview
We are seeking a Customer Success & Implementation Manager to ensure our customers successfully adopt and maximize the value of Petrafi’s platform. This role will oversee the entire onboarding and implementation process, provide ongoing training, and ensure customer satisfaction. Additionally, this position will supervise a Customer Support Specialist, who will serve as the first line of support for customer inquiries.
Responsibilities
- Lead and oversee the implementation of our software solutions in customer environments.
- Develop plans to track progress and manage changes in implementations’ schedules and costs.
- Engage directly with customers during the onboarding process, providing guidance and support.
- Translate complex technical concepts into understandable language for both technical and non-technical stakeholders.
- Maintain a proactive approach to problem-solving and process improvement.
- Track and report on implementation progress and performance, ensuring timely and successful product launches.
- Foster strong relationships with customers, ensuring high levels of satisfaction and loyalty.
- Create and maintain comprehensive implementation documentation.
- Oversee and support the Customer Support Specialist, ensuring timely and effective issue resolution.
- Act as the escalation point for complex customer issues.
- Gather and analyze customer feedback to enhance the onboarding experience.
- Collaborate with sales, product, and engineering teams to drive customer success.
- Travel to Orlando, Tampa, West Palm Beach, Cape Coral/Naples, and Port St. Lucie for on-site customer training and implementation.
Qualifications
- A proactive, solution-oriented mindset with a focus on continuous improvement.
- Strong interpersonal and people management abilities
- Bilingual proficiency; must speak English and Spanish
- Ability to thrive in a fast-paced startup environment, wearing multiple hats when needed.
- Strong background in system implementations and project management
- Bachelor's degree in Computer Science, Engineering, Project Management, Business Administration with a focus on Technology, or Operations Management.
- Demonstrated ability to explain complex technical concepts to a varied audience.
- 2+ years of experience in customer onboarding, implementation, or SaaS customer success.
- Experience managing or mentoring support teams is a plus.
- Strong understanding of ERP systems, logistics, or trucking operations (preferred).
- Excellent communication, training, and problem-solving skills.
- Familiarity with CRM and support platforms such as Zendesk, HubSpot, or similar tools.
- Ability to manage multiple customer implementations while overseeing support operations.
- Comfortable with frequent travel within Florida.
If you are a driven individual with a passion for innovation and a commitment to excellence, we would love to hear from you. Join our team and be part of a dynamic, forward-thinking company that is shaping the future of logistics through software excellence.
