Zencargo

Implementation Manager (One Year Maternity Contract) Department: Customer Success Employment Type: Fixed Term Contract Location: London Description The Implementation Manager is a critical pivot point between Sales and long-term Customer Success. You are responsible for the "First 90 Days" of the customer journey, ensuring that new partnerships are built on a foundation of technical excellence, data integrity, and strategic alignment. This role is not just about project management; it is about process engineering. You will own the ecosystem of our onboarding journey, utilizing tooling and AI to drive speed-to-value for our global customer base. Key Responsibilities Dual-Track Execution: Balance high-touch project management for key accounts while simultaneously building and refining the internal "playbooks" for the broader team. Stakeholder Accountability: Act as the primary point of contact for new customers, holding both internal teams and external partners accountable to aggressive launch timelines. Tech Stack: Maintain a deep understanding of the tech stack (Salesforce, Zencargo Platform, Thoughtspot) to ensure internal master data is accurate and up to date Account Setup: Own / monitor the creation of new customer accounts on the Zencargo platform with key client data. Automation & SOPs: Continuously refine and automate Standard Operating Procedures (SOPs) to reduce manual "ingestion" and administrative overhead. Data-First Implementation: Ensure all new customers are onboarded with clean data structures, enabling immediate reporting and visibility into their supply chain KPIs. Bridge to Product: Act as a feedback loop for the Product team, identifying common implementation friction points and advocating for technical solutions. Commercial Alignment: Partner closely with Sales to understand the "promised value" and with CS to ensure the "delivered value" is sustainable. Territory Accountability: Lead and own the global reporting cadence, conducting dedicated sessions with all territories to track the status of every ramping customer. You are the central source of truth for implementation health across the business. Business Visibility: Drive organizational transparency by reporting back on implementation status and risks to the broader business on a weekly cadence, ensuring that leadership is aligned on potential bottlenecks and success stories. Thematic Analysis: Host and facilitate quarterly implementation reviews to identify recurring themes, friction points, and opportunities for systemic improvement. You will translate these insights into actionable updates for our onboarding playbooks and product roadmap. Skills, Knowledge and Expertise Platform Mastery: Deep proficiency in the Zencargo platform and the ability to navigate complex technical data flows. AI & Productivity Tools: Advanced engagement with AI toolsets (e.g., Gemini, automation triggers) to enhance personal and departmental efficiency. Data Visualization: Ability to build and interpret dashboards (Thoughtspot) to demonstrate implementation progress and success to customers. CRM Excellence: Expert-level utilization of Salesforce to track implementation health and maintain organizational transparency. Intentional Communication: Ability to synthesize complex technical requirements into clear, concise, and actionable instructions for customers. Leading by Example: A "True Blue" approach to work-taking total ownership of outcomes and building trust through consistent delivery. Strategic Influence: Moving beyond "status updates" to provide genuine guidance to customers on how to optimize their own internal operations. Resilience & Pace: The ability to operate at high velocity without compromising the rigor and detail required for a successful launch.

Customer Operations Coordinator Department: Customer Success Employment Type: Permanent - Full Time Location: London Description We're hiring a data-driven, customer-obsessed superstar to join our UK CS team! If you love turning insights into action, thrive on process optimisation and want to work at the heart of freight innovation, we'd love to hear from you. Help us elevate our customers' experience through sharp analysis, seamless execution and true partnership. Key Responsibilities Customer Operational Requirements + Consistency Ensure all customer requirements are understood and translated into the SOP Origin booking requirements Intake requirements Warehouse / DC requirements Consolidation requirements SLAs (Dwell, response time, etc ) Action opportunities to standardise customer SLA requirements Work with Solutions Team to build requirements into platform Workflows for FOPs Ensure FOPs are empowered and enabled with customer requirements Monitor requirements vs. KPIs on Thoughtspot dashboards and identify and implement process improvements to enhance efficiency and customer sentiment Drive weekly calls with customers to playback progress of optimisations initiatives & triage escalations. (Shipment review related calls will be owned by FOPs) Supporting the onboarding of new customers (SOPs, SLAs, POAs etc) Own enablement of operational aspects of "TO-BE process flows" Identify customer characteristics to map against operational opportunities. For example: Lots of LCL Consolidation; Uncontrolled Freight IncoTerm Switching; Lots of D&D Intake Process; 6+ Container Per BL Reduction; Sub 70% fill rates Requirements Soft Skills Strong Communication & Interpersonal Skills: Excellent verbal and written communication, active listening, and the ability to build and maintain strong relationships with customers. Problem-Solving & Analytical Skills: Ability to analyse data, identify root causes of issues, and develop and implement effective solutions. Collaboration & Teamwork: Ability to work effectively with cross-functional teams (e.g., Solutions, Operations). Customer Focus: A strong customer-centric approach with a focus on exceeding customer expectations. Proactive & Results-Oriented: A proactive and results-driven approach with a strong desire to improve operational efficiency and customer satisfaction. Technical & Competency Skills Systems Proficiency: Proficiency in Google Suite (Docs, Sheets, Slides), the company's internal platform, and data visualisation tools like Thoughtspot. Data Analysis: Ability to analyse data and draw meaningful insights. Logistics Knowledge: Basic understanding of logistics principles and operations (e.g., Incoterms, transportation modes)

A leading logistics firm in London is seeking a Customer Operations Coordinator to enhance customer experience through data-driven insights and operational efficiency. You will ensure customer requirements are implemented and collaborate with cross-functional teams to drive improvements. The ideal candidate possesses strong communication skills, logistical knowledge, and a proactive approach to problem-solving. This permanent, full-time position comes with the opportunity to work at the heart of freight innovation.