Sr. Implementation Specialist

Job Brief

The Sr. Implementation Specialist is a customer-facing leadership role that requires a unique blend of advanced implementation expertise and exceptional customer management skills.

At DHL, our people are our greatest asset! Everyone’s contribution drives us to be the world's #1 logistics company.

Certified as a Great Place to Work, we're dedicated to fostering a positive, collaborative, and supportive environment for all. Our commitment and engagement with Our People ensure we continuously build a workplace we're all proud of. Plus, with competitive compensation and exceptional perks, we make sure your personal life shines just as brightly as your career.

JOB SUMMARY:  

The Sr. Implementation Specialist is a customer-facing leadership role that requires a unique blend of advanced implementation expertise and exceptional customer management skills. This individual will take the lead in the onboarding process, mentoring and guiding Implementation Specialists, while fostering an environment that promotes continuous improvement, enhances consistency, and reduces customer pain points. Strong communication skills, a customer-centric mindset, and the ability to manage complex customer setups and multiple projects simultaneously are essential for success in this position. Acting as the primary liaison between all departments within DHL eCommerce and the customer, the Senior Implementation Specialist ensures a seamless onboarding experience for new business.           ESSENTIAL DUTIES & RESPONSIBILITIES: 

• Lead and oversee the customer onboarding process from start to finish, ensuring adherence to established procedures while prioritizing competing projects. 
• Provide training and mentoring to new Implementation Specialists on processes, tools, and best practices to ensure consistency and quality in customer service. 
• Manage larger and more complex customer setups, ensuring all requirements are met effectively and efficiently. 
• Collaborate with customers to understand their business objectives and key success measures, translating these into sustainable solutions. 
• Communicate regularly with customers, providing frequent updates on progress and escalating complex or unresolved issues to higher-level support or management as necessary. 
• Proactively identify, manage, and mitigate risks throughout the onboarding process to ensure a smooth experience. 
• Assist in pre-sales efforts by conducting kick-off meetings and scheduling regular progress meetings with stakeholders. 
• Utilize relevant project management tools and methodologies to standardize workflow tasks and improve efficiency. 
• Equip customers with the knowledge and tools needed to make informed decisions regarding their onboarding process. 
• Keep all project documentation up to date and ensure timely communication with relevant stakeholders. 
• Maintain sensitive customer master data within applicable corporate systems. 
• Develop and maintain strong relationships with key stakeholders to enhance collaboration and support. 
• Provide training to customers on applicable processes and systems to facilitate effective use of our products. 
• Actively participate in cross-functional planning sessions to improve the overall implementation experience.  
• Maintain customer service knowledge base and FAQs for Implementation topics.

KEY SUCCESS METRICS 

• Maintain an average onboarding quality score within the established KPIs, reporting monthly on performance. 
• Achieve and sustain an average onboarding time within the established KPIs, with monthly performance reporting. 
• Limit the escalation rate of unresolved issues, reflecting effective problem-solving and risk management. 
• Ensure error rate of less than 2% on post-implementation cases, demonstrating the effectiveness of the onboarding process. 
• Conduct regular reviews of completed onboarding projects to verify customer requirements were met.

EDUCATION AND/OR EXPERIENCE:  

• Bachelor’s degree or equivalent work experience. 
• 5+ years of experience in customer onboarding, project management, or customer service experience preferred. 
• Proficient in Microsoft Office (Excel, PowerPoint). 
• Experience with CRM tools required (Salesforce, Microsoft Dynamics, etc.). 
• Knowledge of DHL eCommerce products, services, and policies preferred.

REQUIREMENTS/SKILLS: 

• Demonstrate DHL Leadership attributes: Being Results Oriented, Leveraging Strengths, Providing Purpose, Having and Creating Trust, Focusing on Clear Priorities and Being
• Positive about Challenges, Uncertainty and Change. 
• Exceptional written and verbal communication skills, with the ability to engage and influence stakeholders at all levels. 
• Strong ability to prioritize tasks and manage multiple customer needs while maintaining attention to detail. 
• Quick comprehension of DHL eCommerce products and services to develop and recommend effective solutions.  
• Demonstrated passion for technology and a strong aptitude for learning new technologies in a customer-facing environment.  
• Commitment to continuous learning and adaptability in a fast-paced, dynamic setting. 
• Solid analytical, critical thinking, time management, teamwork, and organizational skills. 
• Strong follow-up skills to ensure customer needs and expectations are consistently met.  
• Proactive problem-solving abilities with a solutions-oriented approach. 
• Team-oriented with a collaborative mindset, effectively working with cross-functional teams to achieve common goals.

PHYSICAL DEMANDS:  

• Physical demands are consistent with a professional office setting. 
• Regular sitting at workstation for 25 – 75% of the work shift. 
• Travel required (up to 15%).  As a leading logistics company in one of the fastest growing industries, at DHL eCommerce, we offer our employees, and their dependents benefits and incentives to make them successful at work and home.
• Competitive Pay
• Bonus Programs
• Retirement Savings - 401k with company match
• Medical, Dental, Vision, Well-being programs
• FSA/HSA availability
• Tuition Reimbursement
• Paid Time Off including vacation and sick time
• Company Paid Holidays and Floating Holidays
• Paid Parental Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Short Term and Long-Term Disability
• Life Insurance

Annual Salary per location is listed below:

$85,950-$112,600=AL, AR, AZ, ID, IN, ME, MO, MS, NE, NH, NM, OH, OK, SC, TN, WV $94,5750-$117,795=CO, CT, DC, FL, GA, IA, KS, KY, MI, MN, NC, NV, OR, PA, TX, UT, VA, WI $98,775-$122,115=DE, IL, MD, RI, WA $103,125-$127,000=CA, MA, NJ, NY

This compensation range is provided as a reasonable estimate of the salary range for this role. Factors that may be used to determine your actual salary may include but are not limited to your specific skills, your work location, how many years of experience you have, and comparison to other employees already in this role.

To be considered for this role, applicants must be legally authorized to work in the United States and not require employer sponsored work authorization now or in the future.

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

Equal Opportunity Employer - Veterans/Disability

Bachelor's degree or equivalent experience; 5+ years customer onboarding, project management, or customer service experience preferred; proficiency in Microsoft Office (Excel, PowerPoint); CRM tools (Salesforce, Microsoft Dynamics) required; legal authorization to work in the US without sponsorship.

Key Responsibilities

• leading onboarding process
• mentoring implementation specialists
• managing customer setups

Skills & Tools

Microsoft Excel, Microsoft PowerPoint, Salesforce, Microsoft Dynamics

Job Details

• Category: Project and Program Management
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — United States
• Salary: USD 85,950 – 127,000 / year
• Languages: English

Benefits

• 401k matching
• Generous paid time off
• Tuition reimbursement
• Retirement plan
• Generous parental leave

About DHL eCommerce

A logistics company providing e-commerce solutions and customer onboarding services. — Industry: Transportation and Logistics