Autura

Implementation Specialist

• Manage multiple concurrent implementation projects for new and upgrading customers, ensuring timely and successful deployment of Autura’s TMS solutions.
• Conduct discovery sessions to understand customer operations, define success criteria, and tailor implementation plans accordingly.
• Set clear expectations with customers and internal stakeholders regarding timelines, responsibilities, and escalation paths.
• Coordinate cross-functional collaboration between product, support, and customer teams to ensure alignment and transparency.
• Deliver training sessions and empower customers to use the system autonomously, following best practices and implementation roadmaps.
• Monitor post-launch usage and ensure a successful handoff to Support Services and Customer Success.
• Provide technical support and troubleshooting during the implementation phase to ensure a smooth customer experience.
• Most implementations are conducted remotely, but occasional travel (up to 25%) may be required for key customer engagements, primarily for on-site training and go-live support.

Implementation Manager

Operations

• Own the post-sale activation pipeline for TowPay cross-sell opportunities across the customer base
• Directly drive activation with assigned accounts while equipping and enabling other Customer Ops team members to do the same at scale
• Develop repeatable playbooks, messaging, and objection-handling frameworks to accelerate time-to-live
• Track and report on activation rates, identify bottlenecks, and drive continuous improvement
• Once customers are live, drive adoption of TowPay across transaction types, locations, and workflows
• Partner with other customer facing teams to embed payments into customer habits and workflows
• Identify underutilizing accounts and develop targeted engagement strategies to increase volume and depth of use
• Serve as the subject matter expert on TowPay best practices for the broader Customer Ops team
• Act as the primary liaison between Autura's finance team and customers on chargeback disputes, fraud flags, and risk escalations
• Help customers understand their risk exposure and adopt practices that reduce chargebacks and protect their payment standing
• Work cross-functionally to ensure Autura's risk policies are communicated clearly and applied consistently
• Partner with sales teams across Autura's product lines to ensure TowPay booking estimates are grounded in realistic activation assumptions
• Support smooth customer handoffs from sales to implementation by establishing clear expectations around the payments onboarding process
• Provide deal-level input on payment-related questions and customer readiness
• Synthesize customer feedback and field observations into structured, actionable input for the product team
• Serve as the voice of the customer on payments — surfacing friction points, feature gaps, and competitive context that should inform roadmap priorities

Implementation Manager

Payment Operations Manager