Implementation Scoping Specialist

Description

REPORTS TO: Director, Implementations

Serve as the primary point of contact for newly nominated customers within the Implementation team, responsible for fully defining the scope of work, identifying all required system interfaces, capturing reporting requirements, and compiling all necessary information for a seamless handoff to the Implementation Specialist.

• Serve as the initial Professional Services point of contact upon customer nomination, establishing rapport and setting expectations for the scoping process.
• Lead comprehensive scoping sessions to fully define the customer's operational requirements and business objectives prior to implementation.
• Document customer workflows, origin cargo management processes, and existing operational procedures.
• Identify gaps between current customer processes and system capabilities, escalating complex scenarios to appropriate internal resources.
• Develop and maintain detailed Scope of Work (SOW) documents for each customer engagement, capturing all agreed-upon deliverables, timelines, and responsibilities.
• Ensure the SOW is reviewed and approved by both the customer and internal stakeholders before handoff.
• Clearly communicate scope boundaries to prevent scope expansion during implementation.
• Based on the full discovery document and discussions, generate a proposed timeline for a go-live which works for both customer target, customer resources, and internal priorities.
• Identify and call out any customer blocks/possible delays (other customer projects, lack of customer tech resources, peak season, etc) which may slow the implementation staying on schedule.

• Identify and document all system interface requirements necessary for customer onboarding, including data sources, file formats, transmission protocols, and integration points.
• Collaborate with the customer's IT and/or operations teams to gather technical specifications and samples for each required interface.
• Identify any 3rd party engagement needed (carriers, brokers, audit companies, transloaders, etc) and obtain requirements and contact details for efficient hand-off.

• Conduct structured discovery sessions to capture all reporting requirements requested by the customer, including standard and custom reports.
• Document report names, data elements, frequency, distribution methods, and intended recipients.
• Identify report formats and delivery mechanisms (e.g., email, portal, EDI, API).
• Identify gaps in data and reporting not currently available within VIZIV.
• Categorize and prioritize reporting requests based on customer operational needs and go-live criticality.
• Clearly communicate which reports are available out-of-the-box versus those requiring custom development.

• Partner closely with the Sales team to ensure that scoped services, interfaces, and reporting requirements are accurately reflected in customer pricing and contract terms prior to execution.
• Review nominated account details and Sales-provided context to identify any gaps between what was sold and what the customer is requesting during discovery.
• Communicate findings to Sales promptly so that pricing adjustments or addendums can be addressed before implementation begins.
• Identify and document scope creep throughout the scoping process, flagging requests that exceed the original agreement and coordinating with Sales to determine the appropriate course of action.
• Ensure customers understand the commercial implications of expanded scope, and support Sales in presenting change order options when applicable.
• Serve as a liaison between Sales and the Implementation Team to ensure a smooth transition from the sales cycle to the scoping engagement, maintaining continuity of customer expectations and commitments.

• Compile all gathered information — scope of work, interface requirements, addendum, reporting requirements, operational SOPs, and outstanding action items — into a comprehensive handoff package for the Implementation Specialist.
• Ensure all documentation is complete,…