Customer Implementation Manager Jobs in Naperville, IL

Why This Role, Why Now

OneTrack is a profitable, growth-stage AI company redefining warehouse and logistics technology. We've proven product-market fit, signed marquee enterprise accounts, and are now scaling deployments across dozens of sites. The gap between "sold" and "successful" is where this role lives-and it's the single highest-leverage hire we can make right now. We need a leader who can build the delivery engine that turns every contract into a measurable client outcome, while standing up the methodology and playbook the team will run for years to come.

About the Role

As Senior Implementation Manager, you will own the client journey end-to-end - from contract signature through steady-state value realization. This is not a role where you hand off a deck and move on. You will quarterback cross-functional workstreams, drive real operational outcomes on warehouse floors, and be accountable for the results long after go-live.

The work is genuinely complex: multi-site rollouts with interdependent hardware-software deployments, change management spanning frontline floor staff and C-suite executives, and the constant challenge of translating cutting-edge AI into measurable value inside physical operations. You will work alongside sales, hardware engineering, software engineering, and field service teams to deliver on our promise to every client.

Requirements

Responsibilities

1. Lead complex, multi-site implementations. Deploy OneTrack's integrated hardware and SaaS platform across enterprise client environments-managing hardware-software dependencies, site readiness, and go-live sequencing. Ensure every site is trained, supported, and delivering measurable value with a clear articulation of outcomes achieved.
2. Own long-term commercial outcomes, not just deliverables. Navigate individual engagements and full client portfolios with an eye toward the interconnected outcomes clients are driving. You are accountable for value realization-not project completion.
3. Build the delivery methodology and implementation playbook. Design, codify, and continuously improve our end-to-end delivery framework-covering onboarding, site activation, change management, escalation paths, and steady-state transition. Draw on best-in-class consultative frameworks to create repeatable, scalable processes that grow with the business.
4. Quarterback cross-functional execution. Serve as the central point of coordination across hardware, engineering, field service, and customer stakeholders. Drive timely resolution of dependencies and blockers to keep multi-workstream engagements on track.
5. Drive change management across every level. Ensure adoption from the warehouse floor to the executive suite. Build enablement plans that account for diverse user personas, organizational dynamics, and the realities of rolling out new technology in complex physical environments.
6. Monitor and optimize system performance. Track deployed sensors, hardware devices, and software telemetry. Document root causes and drive corrective actions to maintain reliability and client confidence.
7. Innovate with AI. Stay at the forefront of artificial intelligence and continually introduce smarter, more efficient operating practices across the implementation function.
8. Develop the team. Mentor and guide junior team members. Build scalable systems for tracking, reporting, and continuous improvement across the service function.

Experience & Qualifications

• 7+ years of experience in implementation, delivery, or engagement management within SaaS, IoT, or hardware/software hybrid environments-ideally with exposure to multi-site, enterprise-scale rollouts
• Background in technology consulting, systems integration, or deploying and optimizing technology solutions in warehouse, manufacturing, logistics, or physical operations settings; familiarity with structured delivery methodologies is strongly preferred
• Proven executive stakeholder management skills with experience owning C-level and VP-level relationships at enterprise clients, navigating escalations, and driving alignment across complex, multi-workstream engagements
• Demonstrated experience managing people-whether direct reports or cross-functional project teams-with a track record of developing talent and scaling service functions
• Proven ability to operate independently, build repeatable delivery processes from scratch, and bring structure where none exists
• Highly organized, persistent in follow-through, and comfortable working in ambiguity during a high-growth stage
• Bonus: Direct experience in supply chain, logistics, or warehousing technology environments

Benefits

We are predominantly located in New York and Chicago but remain open to remote employees. Compensation packages will depend on experience. Compensation will be commensurate with experience and is estimated to range from $145,000 to $165,000. The role is eligible for a performance-based cash bonus and equity awards.