Implementation Manager

Tru Identity helps custom brokerages and importers automate customs compliance workflows, specifically preparing the data needed to file imported shipment with U.S. Customs and Border Protection. This is a highly regulated industry with many complex rules, one where technology has been underused, providing a massive market opportunity for Tru.

You’ll be Tru’s first implementation hire. You’ll own enterprise implementations from late-stage sales through go-live, and build the process every future implementation follows. Your goal is simple: customers get live fast, with no surprises.

Responsibilities

• Partner with sales to scope implementations, align expectations, and identify risks, data requirements, integrations, and resource needs before close.
• Lead customer onboarding from handoff through go-live, managing stakeholder alignment, project plans, data onboarding, integrations, training, and success criteria.
• Manage timelines, scope changes, and escalations to keep implementations on track and customers informed.
• Build and improve implementation processes, playbooks, and best practices as the company scales.
• Gather customer feedback and share insights with product and GTM teams to improve the product and customer experience.

What we’re looking for

• 3 to 5 years of experience owning enterprise B2B SaaS implementations end to end.
• Experience scoping services or writing statements of work.
• Experience building a process from scratch.
• Comfort with customer data and systems, such as ERPs, APIs, and data exports.
• Trade, logistics, or ERP experience is a plus. We’ll teach the customs side.

Details

• Full-time employment
• Paid time off
• Equity
• Performance bonus
• Healthcare: 100% reimbursed
• Location / work model: NYC preferred, hybrid