Customer Success & Implementation Specialist

Description

Join the Armour Team Today!

Are you passionate about creating exceptional customer experiences and ensuring successful customer onboarding? As a Customer Success & Implementation Specialist, you will play a key role in leading new customer implementations from sales handoff through launch and transition to ongoing support. Working closely with customers and internal teams, you'll help ensure operational readiness, seamless onboarding, and long-term customer success. If you enjoy coordinating projects, building relationships, and driving continuous improvement in a fast-paced transportation environment, we'd love to hear from you.

Location: Moncton NB
Type: Full-Time
Schedule: Monday - Friday
Salary: $45,000- $50,000

What You'll Do

• Lead customer onboarding from sales handoff through launch and transition to ongoing support
• Serve as the primary point of contact throughout the onboarding and implementation process
• Coordinate launch milestones, progress updates, and outstanding action items
• Confirm operational, billing, technology, and support readiness before the first shipment
• Conduct post-launch reviews and facilitate handoff to Customer Experience or Account Management teams
• Coordinate TruckMate account setup and validate pricing, billing, service expectations, contacts, and escalation procedures
• Work with technology teams to coordinate EDI, API, ASN, portal, and reporting requirements
• Document customer procedures and communicate requirements to terminals and internal teams
• Train customers on shipment visibility, invoicing, claims processes, and support channels
• Keep customers informed of implementation progress, risks, and next steps
• Collaborate with Sales, Operations, Customer Experience, Pricing, Billing, Claims, and Technology teams to resolve launch risks
• Maintain onboarding documentation, approvals, implementation checklists, and handoff records
• Identify opportunities to improve onboarding processes and customer experiences
• Contribute feedback and recommendations that support continuous improvement initiatives
• Support customer retention, satisfaction, and long-term growth objectives

What You Bring

• Strong organizational and project coordination skills
• Ability to manage multiple priorities in a fast-paced environment
• Excellent problem-solving and decision-making abilities
• Strong attention to detail and commitment to accurate documentation
• Customer-focused mindset with a passion for delivering exceptional service
• Effective communication, presentation, and relationship-building skills
• Adaptability and ability to work collaboratively across departments
• Knowledge of transportation and logistics operations, including LTL services and the shipment lifecycle
• Strong sense of ownership and accountability

Technical Skills

• Proficiency with Microsoft Office Suite
• Ability to work effectively across multiple systems and platforms
• Experience with transportation management systems; TruckMate experience is considered an asset
• Familiarity with EDI, API, ASN, customer portals, shipment visibility tools, and reporting systems

Education & Experience

• Experience in transportation, logistics, customer success, onboarding, implementation, account management, or customer service
• Experience leading customer implementations or cross-functional projects is considered an asset
• Postsecondary education in Business, Logistics, Supply Chain, or a related field is considered an asset
• Industry certifications or transportation-related education would be considered an asset

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.