Job Summary
This role will be supporting the COMPASS (Customer Onboarding, Migration Planning, and Support Services) team. The Manager, Commercial Technologies Management leads OptiFreight’s customer onboarding and technical account management function, the team responsible for turning new customers into successful, long-term platform users. This is a relationship-first leadership role built around two core motions: getting customers live quickly and confidently and ensuring they stay that way. You will own the full post-sale customer journey across OptiFreight’s technology platforms (Shipment Navigator, Tracking Beacon), from technical implementation through ongoing account health. You’ll also partner closely with Sales in the pre-sale process, acting as the voice of technical feasibility and customer fit during discovery.
The COMPASS (Customer Onboarding, Migration Planning, and Support Services) team is the technical implementation and customer success hub for OptiFreight’s platform portfolio. The team operates across the full customer lifecycle:
- Pre-sale: Partnering with Sales in customer discovery to validate technical fit and translate business requirements into platform solutions.
- Onboarding & Migration: Leading end-to-end implementation for new customers and migrations from legacy platforms (e.g., Transtream) to modern solutions, including requirements gathering, system configuration, training, and hypercare.
- Post-Go-Live: Managing ongoing customer health, proactive engagement, and Tier 2 technical escalations — serving as the central coordination point during service events.
Responsibilities
Customer Onboarding & Time-to-Value
- Own the end-to-end onboarding journey for new customers and migrations from legacy platforms, ensuring fast, high-quality go-lives.
- Continuously refine onboarding playbooks, implementation SOPs, and training materials to reduce time-to-value and scale team capacity.
- Define and track onboarding KPIs including time-to-go-live, onboarding completion rate, and early customer satisfaction signals.
Technical Account Management & Customer Health
- Drive proactive account management practices: identify at-risk customers early, coordinate internal resources, and intervene before issues escalate.
- Establish a customer health framework with leading indicators that enable the team to act on signals rather than react to complaints.
- Serve as an escalation point for complex post-go-live technical issues and act as the primary communication hub during service outages (SRT events).
Pre-Sale Partnership
- Partner with Sales during discovery and pre-sale to assess technical feasibility, understand customer business needs, and set accurate expectations.
- Ensure the team translates customer requirements into scoped, achievable implementation plans — setting Sales and customers up for successful onboarding.
Team Leadership & Resource Management
- Lead, mentor, and develop a team of technical consultants and product systems analysts.
- Balance team capacity between long-term implementation projects and daily escalation workflows (ServiceNow), ensuring neither is deprioritized.
- Build a team culture rooted in customer empathy, technical credibility, and continuous improvement.
Cross-Functional Collaboration
- Act as the primary liaison between Sales, Tier 1 Customer Care, Tier 3 Engineering, and external vendors (WiseTech, Key Software).
- Surface customer feedback and implementation friction as product insights to inform platform roadmap priorities.
Qualifications
- Bachelor’s degree in related field, or equivalent work experience, preferred
- 8-12 years of experience, preferred
- 3–5+ years leading Technical Account Management, Customer Success, or Technical Onboarding teams in a SaaS or technology platform environment, preferred
- Demonstrated track record of improving time-to-value and customer health metrics at scale.
- Experience managing complex software onboarding and migration programs, including requirements gathering, system configuration, user training, and post-go-live support
- Comfortable balancing project-based implementation work with reactive escalation management (ITSM tools such as ServiceNow)
- Strong cross-functional communicator — equally effective with Sales, Engineering, and executive stakeholders
- Domain experience in logistics, supply chain, transportation management, or healthcare technology strongly preferred
- Ability to travel 5-10%
Location
- Ideal candidates will be based near the Dublin, OH office
- Will be expected to go to the Dublin, OH office as needed
What is expected of you and others at this level
- Manages department operations and supervises professional employees, front line supervisors and/or business support staff
- Participates in the development of policies and procedures to achieve specific goals
- Ensures employees operate within guidelines
- Decisions have a short term impact on work processes, outcomes and customers
- Interacts with subordinates, peers, customers, and suppliers at various management levels; may interact with senior management
- Interactions normally involve resolution of issues related to operations and/or projects
- Gains consensus from various parties involved
Anticipated salary range: $105,100-$165,110
Bonus eligible: Yes
Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.
- Medical, dental and vision coverage
- Paid time off plan
- Health savings account (HSA)
- 401k savings plan
- Access to wages before pay day with myFlexPay
- Flexible spending accounts (FSAs)
- Short- and long-term disability coverage
- Work-Life resources
- Paid parental leave
- Healthy lifestyle programs
Application window anticipated to close: 07/26/2026 *if interested in opportunity, please submit application as soon as possible.
The salary range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate’s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.
#LI-SP1
