Implementation Manager – Distribution

• As an Implementation Manager at Augment, you will serve as both a leader and an individual contributor, directly owning end-to-end customer onboarding while simultaneously coaching and developing a team of Customer Success Representatives (CSRs).
• Your objective will be to manage workflow go-lives through meticulous project planning and technical implementation—driving adoption, improving product satisfaction, and collaborating directly with B2B distribution organizations (e.g., distributors, wholesalers, and manufacturers) to integrate AI-driven automation into their operational workflows.
• Be proactive about scoping, executing, and coordinating all implementation activities with external and internal stakeholders with minimal oversight.
• Manage, mentor, and develop a team of CSRs to drive customer adoption and satisfaction.
• Oversee customer go-live and hypercare processes, ensuring fast response times and effective issue resolution.
• Standardize training and best practices to help CSRs enhance customer onboarding and ongoing support.
• Collaborate with the Customer Success Leader (CSL) to align execution strategies and ensure smooth communication across teams.

• 5+ years of experience in B2B distribution/supply chain software implementation, client delivery, and solution architect roles.
• 3+ years of experience leading customer-facing teams, preferably with B2B SaaS or distribution-focused tech startups. Thrive in a high-paced environment with ambiguity.
• Strong knowledge of B2B distribution operations preferred (wholesale/distribution workflows, order management, pricing, inventory/availability, customer service, fulfillment coordination, master data, etc.).
• Strong knowledge of ERP systems and related platforms/tools (e.g., OMS, WMS, EDI/integration tooling, workflow automation).
• Experience managing large-scale customer integrations and AI-driven automation solutions.
• Background in process optimization, program management, and cross-functional leadership.

Demonstrates expertise in B2B distribution operations and software implementation, with a strong focus on customer onboarding, team leadership, and project management. Proficient in managing large-scale integrations and driving customer satisfaction through effective communication and process optimization.

• B2B Distribution Operations
• Customer Success Management
• Project Management
• ERP Systems Knowledge
• AI-Driven Automation Solutions

• B2B Software Implementation
• Solution Architecture
• Process Optimization
• Program Management
• Workflow Automation

• Team Leadership
• Coaching
• Collaboration
• Problem Solving
• Communication

• Customer Onboarding
• Fulfillment Coordination
• Order Management
• Pricing
• Inventory Management

• OMS
• WMS
• EDI
• Integration Tooling