Director of Implementation and Success

WHO WE ARE

Pallet is a company dedicated to disrupting the logistics industry. Located in San Francisco, CA, we've secured $21 million in funding from investors, including Bain Capital Ventures and Bessemer.

Our flagship product is a Transportation Management System (TMS) and Warehouse Management System (WMS) designed to streamline business operations. We've eliminated data entry, integrated warehouse management, automated billing processes, and more. At Pallet, we provide end-to-end logistics visibility, control, and optimization. Our TMS and WMS offer the tools to enhance logistics operations, reduce costs, and improve customer satisfaction with faster and more reliable delivery times for logistic providers.

Join us on our journey to transform the logistics industry and be a part of the future of business growth with Pallet.

Remote with quarterly trips to San Francisco

ABOUT THE ROLE

We are looking for our first Director of Success and Implementation at Pallet. In this role, you will design and lead the customer success strategy, including organizational structure, hiring plans, and defining team roles. 

You'll oversee the entire implementation process for onboarding large accounts, managing data migration, training, and integrations while ensuring customer expectations are met. You'll regularly review account health, troubleshoot at-risk projects, and collaborate with sales to ensure smooth transitions from pre-sales to post-sales. 

Key responsibilities will include handling escalations, working closely with customers, and creating scalable support processes. If you're detail-oriented, thrive in fast-paced environments, and are passionate about logistics, this role is for you.

SOME THINGS YOU MAY BE WORKING ON

• Design customer success organizational structure, hiring plans, and roles responsibilities. 
• Architect the entire implementation process for onboarding large accounts including setting expectations with clients, migrating data from legacy systems, training hundreds of staff members cost effectively, executing on integrations, and more. 
• Run weekly account health review of key existing accounts to identify issues and organize resources to maintain account health. 
• Review all ongoing implementations, troubleshoot projects at risk, and lean into projects. 
• Achieve quarterly implementation goals. 
• Collaborate with sales on expectation settings, success involvement in the pre-sales process, and other communication. 
• Handle escalations from hot accounts, speak to customers regularly and create and staff plans to execute on the accounts.  
• Create internal processes for customer support, ensuring Pallet offers best in class support. 

YOU HAVE

• 8+ years of experience 
• Managed a team which performs complex implementations which take 3+ months, involve statements of work, integrations, data migration, and more. 
• 1-2+ years of experience managing a team of 25+ people, 3-5+ years of overall management experience.
• Experience creating playbooks and processes for training users on complex software, migrating large amounts of data, and validating a complex implementation. 
• Responds well to stress, able to help a team navigate upsetting situations and difficult clients.
• Detail oriented, thoughtful at building scalable organizational processes for executing complex goals.

NICE TO HAVE’S

• Start-up experience
• Logistics experience

OUR CULTURE

⚡Pallet, nestled in the vibrant heart of San Francisco. We are more than just a workplace; we're a community where transparency thrives, and we embrace a collective spirit when it comes to problem-solving. 

🚀 Our team is a diverse tapestry of top talent, with experience from companies like Ramp, Scale AI, Watershed, Rippling and a multitude of FAANG ex-employees. Their passion fuels our collaborative and industrious culture. But hey, we're not all about work—monthly happy hours, weekly paid dinners, and leisurely coffee strolls through bustling streets of the city are just a taste of the fun we add to the mix.

OUR BENEFITS

• 🩺 Health, Vision and Dental benefits 
• 🏝️ Flexible PTO
• ➕ Life Insurance and Accidental Insurance 
• ❤️‍🩹 Short-Term Disability Coverage
• 💸 Generous salary and equity for all staff
• 🪜 401k option; helping you save for the future
• 📚 Yearly learning and development stipend
• 🚌 Commuter benefits if you live in SF 
• 🚘 Fully covered uber ride home if you ever have to work late in the office 
• 🏡 Remote office home stipend 
• 🥤 Monthly happy hours; our last one was a Golden Gate Park BBQ 
• 🍲 Company paid dinners on Tuesdays and Thursdays in the office 
• 🎉 Annual Company Offsites; our last one was in Sonoma Wine Country 🍷

POSITION'S COMPENSATION RANGE

• $180,000-$200,000 plus equity 

Our company Pallet is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.