About the Opportunity:

Reports to: Director, Professional Services - WMS

Department: Professional Services, WMS

Location: Santa Barbara, CA or Fully Remote in Continental US

About ShipHawk

ShipHawk is the premier order fulfillment software for ERP connected companies. We work with high volume retail, wholesale and eCommerce companies that have outgrown basic warehouse and shipping software.

Come join us as we transform one of the last massive old-school industries into a transparent, efficient market, benefiting both retailers and consumers. Join a startup where you can make an impact, grow your career, and have a voice.

5 Reasons Why You Want to Work with Us:

1. You want to work with a team that is confident, passionate, and focused on achieving big goals.
2. You want to work on a product with the potential to grow into a billion dollar business, become a household name, and help millions of people. 
3. You want to have a voice. 
4. You want to be part of a fun and healthy culture. 
5. You want to work at a company that will provide an opportunity to get to the next level of your career.

What We’re Looking For In You:

We are looking for an all-star skill set: efficient, organized and follows through on commitments. You're intelligent, have great analytical skills and pay attention to detail. In addition, you're calm under pressure, have a great work ethic and communicate well.

The Implementation Engineer (IE) is a software onboarding expert who is a technical resource and project manager for customers as they implement ShipHawk for their business. The role includes technical project management, solution design, consulting, and technical configuration.

While onboarding services are almost always delivered remotely, certain customers may require on-site services from time to time. A successful Implementation Engineer will conduct remote onboarding, drive customer stakeholders to meet project objectives, and their primary focus is delivering a high-quality customer implementation experience that is on-time and meets or exceeds the customer’s business goals. IE’s establish a regular cadence with the customer, communicate issues and potential roadblocks to both the customer project team and the ShipHawk team, and will advocate on behalf of the customer internally to meet their needs. The IE is capable of managing as many as 5-6 warehousing or 10-12 shipping projects at a time.

Software onboarding projects can be complex, technical and require tactful problem solving, clear and strong verbal and written communication. 

Specific Responsibilities Include:

• Perform discovery with the customer to surface all relevant warehousing, packing, and shipping requirements in the customer’s business. The IE must have a deep understanding of both North American and international shipping conventions, and distribution facility material flows, including picking, packing and shipping operations.
• Convert customer requirements into ShipHawk operational flows. The IE must have a detailed knowledge of the ShipHawk system’s capabilities and must be skilled at adapting the customer’s physical operations into software configuration.
• Assess and scope any gaps in ShipHawk software that will impact the customer’s ability to optimize the software’s benefit to the customer’s business. Provide detailed information to the development team to ensure that development efforts successfully fill in the gap.
• Identify operational process changes that will allow the customer to maximize the benefit they get from using ShipHawk software. Communicate to the customer regarding these operational changes in a way that convinces them to move forward.
• Guide the customer through a full range of user acceptance testing to ensure that the customer tests every warehouse and shipping requirement surfaced during discovery.
• Review configuration and testing completeness in preparation for going live. 
• Assist the customer with information needed so the customer can train their employees on the ShipHawk solution 
• Manage the transition of the customer from implementation to ongoing customer support. Engage the customer support team to familiarize them with the customer and make the transition a seamless one.

Qualifications:

• 1-3 years implementing Software as a Service (SaaS) solutions remotely
• Curious and quick learner, with a healthy dose of initiative
• Excellent time management skills, able to efficiently prioritize tasks and remain flexible
• Excellent verbal and written communication skills, with the ability to understand and analyze problems without extensive context
• Experience working in a fast paced environment with an ability to create a positive customer experience

• Ability to multitask using a variety of different programs and platforms

What Will Set You Apart:

• Experience implementing a warehousing, shipping or logistics platform
• Experience with Oracle NetSuite
• Experience with Acumatica
• Working knowledge of any of the following HTML, CSS, APIs (including Postman), JavaScript, SQL 

What we offer:

• Engaged, remote Team
• Flexible PTO 
• 11 paid Holidays
• Options Package for all employees
• Salary Range $80,000 - $120,000 (based on Location and Experience)