IoT Software Implementation Manager

Description

Key Responsibilities May Include:

• Collaborate with customers and business users to understand detailed business requirements, map solutions, and assist with system setup and customized configurations.
• Collaborate with engineering, product, and support teams to identify and address gaps in end-to-end solutions, ensuring operational readiness and scalability for deployment.
• Manage pilot projects, create detailed plans with milestones, assess risks, implement mitigation strategies, and drive project outcomes.
• Facilitate customer onboarding, training, and support to all digitization stakeholders, ensuring smooth adoption of new solutions.
• Coordinate with the Digital Account Owner to conduct thorough user acceptance testing to ensure the reliability and repeatability of solutions across various use cases.
• Troubleshoot technical issues as they arise, providing timely solutions and updates to project sponsors.
• Ensure that all operations align with the Zero Harm framework, implementing all relevant Zero Harm policies and action plans.
• Provide regular updates and reports to project sponsors on project progress, risks, and key milestones.

POSITION PURPOSE

The IoT Implementation Manager is responsible for driving successful deployment and adoption of digital solutions, ensuring seamless configuration, onboarding, training, and ongoing optimization in the field. This role is critical to enabling customer success and delivering measurable value aligned with our Illuminated Supply Chains strategy.

The IoT Implementation Manager will lead user onboarding, including model requests and system configuration, and provide hands-on training to promote product and process adoption. They will embed best practices and monitor value realization while continuously identifying opportunities for account growth and process improvement. By fostering strong customer engagement and refining implementation workflows, the Implementation Manager ensures solutions deliver maximum impact and long-term adoption.

SCOPE

Number of Countries: Americas

MEASURES

• Deployment Success & Timeliness

• Customer Adoption & Satisfaction

• Data Integrity & Availability

• Training & Knowledge Transfer

• Process Improvement

• Account Growth & Value Realization

MAJOR / KEY ACCOUNTABILITIES

End-to-End Deployment

• Lead and execute the full implementation lifecycle of digital solutions, from scoping through post-deployment support.

Solution Configuration

• Ensure accurate setup and configuration of devices, BRIX models, and SaaS platforms to meet business and customer requirements.

Customer Success Enablement

• Deliver onboarding, training, and hypercare to ensure customers achieve adoption and value realization.

Data Integrity & Insights

• Monitor solution performance, ensure data accuracy, and provide actionable insights to optimize operations.

Process Improvement

• Iterate on ways of working to drive consistency, efficiency and scalability in deployments.

• Identify and implement process enhancements to reduce deployment cycle time and improve customer experience.

Field Testing

• Provide remote and on-ground support for customer testing and surveying activities

Stakeholder Collaboration

• Act as a liaison between customers, customer success, product teams, and commercial teams, ensuring alignment and clear communication.

Account Growth

• Recognize opportunities for solution expansion and contribute to account development strategies.

CHALLENGES / PROBLEM SOLVING

Problem solving relates to the requirement in the role to analyse, reason and arrive at conclusions to solve problems. This can range between routine and patterned (day-to-day within procedures) or more complex in nature requiring analytical and innovative solutions.

TRAVEL

• Up to 30% travel

KEY CONTACTS

Internal: Product, DevOps, Cloud Engineering, Support, Hardware, Supply Chain, Digitalization Stakeholders

External: Customers

QUALIFICATIONS

• Exceptional ability to communicate and foster positive business relationships

• Technical skills required, as they relate to the use of the product or service (SQL, Reporting)

• Accountability and personal organization are essential

• Experience in managing a diverse group and training each according to company standards

• Knowledge on logistics industry is preferred

• Rich project leadership and project management experience

• A Bachelors/Masters degree in any discipline

EXPERIENCE

• Proven work experience of 2 - 5 years as an Implementation Manager, Customer Success Manager or similar role in a SaaS business, and a track record of driving customer adoption

• Deep understanding of SaaS/IoT solution offerings

• Experience working with brand image and promoting value through customer experience

• Ability to understand the current functionality of the software/product, while using real-world feedback to drive continuous improvement in solution and implementation processes

• Should be able to troubleshoot basic issues faced by the end users

• Expertise in achieving customer delight through technical and interpersonal skills, positive attitude and sharp business acumen

SKILLS AND KNOWLEDGE

Technical Skill: Python, Excel, Hive SQL, SQL, Pyspark, Reporting tools & Visualization tools

Personal: Passionate, energetic, proactive, effective communicator, solution driven, customer focused, independent, self-disciplined, hands-on, analytical, result oriented, relationship builder, team leader, team player, strategic & critical thinker, quick learner, collaborative

Remote Type

Hybrid Remote

Skills to succeed in the role

Coaching, Collaboration, Conscience de soi, Direction inclusive, Établissement des priorités, Feedback, Leading Customer Centric Teams, Mener le changement, Mentorat, Motiver les équipes, Pensée disruptive

CHEP Canada invites applications from all qualified individuals. CHEP is committed to fostering workplace diversity, and, provides accommodations to applicants with disabilities throughout our hiring process. If you require this information in alternate format; require communication supports; an accommodation in applying for a posting and/or if you are selected for an interview, please contact our Recruiting Department and a recruiter assigned to the posting will work with you to meet your needs.

We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at