Implementation Engineer

Implementation Engineer

This position is located at our headquarters in Santa Barbara, CA or Remote in the continental U.S. 

About ShipHawk

ShipHawk is on a mission to become THE operating system for eCommerce operations.

Join us as we transform the shipping industry into a transparent and efficient market, benefiting both retailers and consumers.  

4 Reasons Why You Want to Work with Us:

1. You want to work with the best. The ShipHawk implementation team is accomplished, experienced, and passionate.  Collaboration and teamwork are the hallmarks of our approach. 
2. You want to be part of an organization that is in a rapid growth stage.  ShipHawk already has a solid customer base and is now ready to soar.
3. You want to share in a culture that is healthy and fun.  
4. You want to join in an experience that is an opportunity to take your career to the next level.

What We’re Looking For In You:

We are looking for an all-star skill set. 

We want you to:

• Dive into the product and quickly become a subject matter expert.
• Delight your customers.  Manage your implementations efficiently and with rigorous attention to detail. Motivate your customers to be part of the implementation partnership.
• Immerse yourself in the collaborative ShipHawk culture.  Whether your team mate needs information, a helping hand with configuration, or just a smile…be a resource for your fellow implementers. 
• Give us the benefit of your experience and viewpoint.  We learn faster together.
• Build the vision with us.  We have been persevering to realize the ShipHawk mission.  We need other elite implementers alongside us.

About the Opportunity:

Reports to: Director, Professional Services

Department: Professional Services

The Implementation Engineer (IE) guides customers through the implementation of ShipHawk transportation management software.  The role includes project management, solution design, configuration, testing, and troubleshooting.

While onboarding services are almost always delivered remotely, certain customers may require on-site services from time to time.  

The IE is capable of managing as many as 10 implementation projects at a time.  

Responsibilities:

• Establish a regular communication cadence with the customer to execute the configuration tasks that will get the customer shipping on the tms platform.
• Discover and document customer use cases to ensure business requirements are met.
• Manage implementation timelines, driving the customer towards realizing return on their investment.
• Vocalize risks and mitigations to internal and external stakeholders in a timely fashion.
• Surface software defects internally and engage in the internal process for their remedy.
• Own the customer experience from closed deal to live and shipping customer 
• Become a subject matter expert on ShipHawk’s products and services
• Document project details in Salesforce/GuideCX.
• Train superusers prior to go-live (train the trainer)

Qualifications:

• 1-2 years experience in customer-facing software implementation or related experience in B2B SaaS.
• Proven track record of reference-able customers.
• Strong verbal and written communication, especially in technically challenging situations.

What will set you apart:

• 1-2 years experience in transportation/shipping software implementations.
• Experience with NetSuite or Acumatica.
• Knowledge of APIs, including using tools like Postman.
• Bachelor's degree in Computer Science, Technology Management, Logistics Engineering or similar.

Salary Range: $75,000 - $85,000

ShipHawk provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.