Implementation Specialist

We are Manifest.eco, a high-growth, sustainable third-party logistics start-up, shaking up the fulfillment industry by offering eco-friendly logistics solutions for eCommerce brands and pioneering Third Wave Fulfillment.

At Manifest, we believe that our Product is order fulfillment and the white-glove service that supports it. We focus most on what’s fundamentally important to our growing brand and design, implement, and deliver solutions to meet those needs.

Implementation, or the onboarding of new accounts, is critical to facilitating success of our partnerships with brands, both at the onset as well as long term. And the single biggest driver of a successful onboarding is how well a merchant understands the way we work: our workflows, our processes, our SLAs, and what we need from them to hit them.

The Implementation Specialist is Manifest’s merchant-facing educator, the person on the call with a screen shared, walking a brand’s team through how orders flow, how inventory is received, what our SLAs mean in practice, and how to work with us day to day. This is a teaching role rather than a project management role. The Head of Implementation owns onboarding plans and timelines, and this role owns whether the merchant actually understands how to work with us. It reports directly to the Head of Implementation.

The Implementation Specialist’s mandate is twofold:

• Merchant Education & Enablement: leading live training calls, working sessions, and walkthroughs that teach merchants Manifest’s workflows, processes, SLAs, and system expectations, plus building the training materials, guides, and recorded sessions that scale that teaching
• High-Touch Early-Stage Account Support: acting as a primary point of contact for merchants during onboarding and early shipping, answering the day-to-day questions and reinforcing good habits until the account graduates to Account Management

The Manifest Implementation Specialist is, above all, an outgoing communicator. They genuinely enjoy being on calls, they are comfortable leading a room they don’t own, and they can make a warehouse process or an SLA definition land with a founder, an ops manager, or a customer service rep. They are patient teachers who can say the same thing three different ways until it clicks, and organized enough to keep training on track across several merchants at once.

The Implementation Specialist will develop a strong working knowledge of Manifest’s warehouse operations and workflows, particularly as they relate to the prescriptive use of our warehouse management system (WMS), ShipHero. That knowledge needs to run deep enough to teach it, not just use it. They will also become familiar with the merchant-side platforms that connect to us, including online storefronts (e.g. Shopify), inventory management systems and ERPs (e.g. NetSuite), and EDI platforms for wholesale (e.g. SPS Commerce, Orderful), enough to explain to a merchant how information moves between their systems and ours. Manifest’s technical team owns the build and configuration of those integrations.

The Implementation Specialist works two days per week in our San Marcos, Texas fulfillment center and three days per week remote. They report directly to the Head of Implementation .

The Day-to-Day:

• Lead Merchant Training Calls: Run the live sessions that carry an onboarding, including kickoffs, workflow walkthroughs, WMS and portal training, SLA reviews, go-live readiness checks, and post-launch check-ins. Expect to spend a large share of your week on video with merchants.
• Teach Manifest’s Processes & SLAs: Make sure every merchant team member who touches fulfillment understands how we receive inventory, how orders release and ship, what our SLAs commit to, what falls outside them, and how to submit a request the right way the first time.
• Build Enablement Content: Create and maintain the training assets behind the calls, such as SOPs, integration guides, quick-reference one-pagers, recorded walkthroughs, and FAQ libraries, and improve them based on the questions merchants actually ask.
• Confirm Merchant Readiness: Verify that a merchant is genuinely prepared before go-live, with the right people trained and the right expectations set, and flag gaps to the Head of Implementation early.
• Support Merchants Through Early Shipping: Stay close after launch, answering questions, correcting habits, and reinforcing training until the account is stable and ready to hand off.
• Process Improvement & Scaling: Feed recurring merchant confusion, friction points, and questions back to the Head of Implementation as input for better process, better documentation, and clearer training.

We’re Looking For People Who…:

• Are outgoing and energized by people. They pick up the phone, start the call, and would rather talk it through than trade five emails.
• Teach naturally: they can explain a technical or operational process to a non-technical audience and know when someone hasn’t actually understood yet.
• Are comfortable leading a call with a room of merchant stakeholders, including executives, and keeping it on track.
• Build trust quickly and hold a firm line kindly, including when the answer is “that’s outside our SLA, here’s what we can do instead.”
• Are patient and persistent, and don’t mind repeating themselves until it lands.
• Write clearly. A good guide saves ten calls.
• Pick up new software quickly and can learn a system well enough to teach it.
• Stay organized enough to keep training moving across several merchants at once.
• Thrive in a fast-paced, high-growth startup environment, embracing continuous improvement and process refinement.
• Embrace and expect change, and maintain composure and confidence under stress.
• Possess grit.
• Think critically to identify root causes of problems.
• Champion merchants while advocating for the internal team.
• Prioritize action over words, and don’t let perfect hinder progress.
• Step up and do the necessary work, and demonstrate a willingness to keep learning.

What You’ve Done Prior to Manifest:

• 2+ years in a customer-facing role such as Customer Success Manager, Onboarding or Enablement Specialist, Trainer, Support Lead, Implementation Specialist, or Solutions Consultant, preferably in a SaaS, B2B, or Logistics environment.
• Demonstrated experience running live training, onboarding sessions, or customer-facing demos, along with building the materials behind them.
• A track record of teaching non-technical audiences to use software or follow an operational process correctly.
• Familiarity with e-commerce platforms (e.g., Shopify, BigCommerce, Magento) and/or ERP systems is highly desirable.
• Hands-on experience using a Warehouse Management System (WMS) is a significant asset.
• Comfort with CRM/CS platforms and everyday collaboration tools.
• The ability to self-motivate while being a team player, working toward individual performance goals as well as team goals.
• A strong willingness to contribute in collaborative group settings.

Pay & Benefits

• $70,000-$80,000 per year in On-Target Earnings (OTE) depending on experience
• Full-time employment
• Medical, dental, vision insurance coverage
• 401k