Implementations Lead

Description

About Portless:

Portless is a dynamic and innovative 3PL provider revolutionizing the way businesses manage their Direct Supply chain. We offer innovative logistics solutions, empowering our clients to optimize their operations and achieve significant growth. We pride ourselves on building strong, collaborative partnerships with our merchants, ensuring seamless and efficient fulfillment processes.

About the Role:

We are seeking a highly motivated and experienced Lead Implementations Engineer to join our growing team. In this pivotal role, you will not only be responsible for the technical onboarding of new clients, ensuring seamless integration of their systems with Portless's fulfillment platform, but also for leading and mentoring a team of Implementations Engineers. You will serve as a senior technical point of contact during the implementation phase, guiding clients through complex data mapping, system configuration, and API integrations, while also providing strategic oversight and technical leadership to your team. The ideal candidate will possess a strong technical background, an in-depth understanding of fulfillment logistics, hands-on experience with e-commerce and ERP systems, and proven leadership abilities. You will be a critical player in ensuring our clients' successful launch and ongoing operational efficiency, as well as the growth and development of the implementation team.

Responsibilities:

Leadership & Team Development:

• Provide technical leadership, mentorship, and guidance to a team of Implementations Engineers.
• Assist in the hiring, onboarding, and training of new team members, fostering a high-performance and collaborative environment.
• Conduct reviews and provide constructive feedback to ensure high-quality integrations and adherence to best practices.
• Contribute to the development of team processes, tools, and best practices to enhance efficiency and consistency.

Technical Implementation & Integration:

• Lead the technical discovery and scoping for new client implementations, gathering complex requirements and defining advanced integration strategies.
• Configure and set up client accounts within Portless's fulfillment platform, ensuring accurate data mapping and intricate system settings.
• Design, develop, and troubleshoot complex API integrations between client systems (e.g., Shopify, ERPs) and Portless's platform, including custom solutions.
• Oversee and optimize data migration efforts, including product catalogs, inventory, and order historical data for large-scale clients.
• Conduct thorough testing of all integrations and configurations to ensure data integrity and operational functionality, including performance and scalability.

Client Onboarding & Strategic Support:

• Act as the senior technical liaison for clients during the implementation phase, providing expert guidance, technical support, and strategic advice for complex scenarios.
• Educate clients on Portless's system capabilities, advanced integration patterns, and proactive troubleshooting techniques.
• Develop and maintain comprehensive technical documentation, including integration guides, FAQs, and best practice manuals, contributing to a knowledge base for the team and clients.
• Provide post-launch technical support, assisting clients with any integration-related issues and ensuring smooth ongoing operations, often handling escalated matters.

Process Improvement & Cross-Functional Collaboration:

• Collaborate closely with Sales, Account Management, Fulfillment Operations, Engineering, and Product Development teams to ensure a seamless and optimized client onboarding journey.
• Proactively identify and lead initiatives to optimize, automate, and scale implementation processes, tools, and methodologies.
• Provide strategic feedback to the Product Development team on client needs, system enhancements, and market trends.
• Stay up-to-date on industry trends, new technologies, and evolving best practices in e-commerce integrations and 3PL fulfillment, sharing knowledge with the team.

Qualifications:

• Fluent in English (written and spoken).
• Preferred candidate located in North American (EST-PST) time zones.
• Proven track record of 5+ years in a technical implementation, solutions engineering, or similar role, with at least 2+ years in a lead or senior capacity, preferably within a SaaS or logistics environment.
• Demonstrable advanced experience in 3PL and fulfillment logistics
• Extensive hands-on experience with leading e-commerce platforms, particularly Shopify, including advanced API integration, custom app development considerations, and the broader app ecosystem.
• Strong understanding and extensive experience integrating with various complex ERP systems.
• Direct, in-depth experience with Pipe17 integration platform, including advanced configurations and troubleshooting, is a significant advantage.
• Expert proficiency in API concepts (REST, GraphQL) and data formats (JSON, XML), with experience in designing and optimizing API interactions.
• Exceptional analytical, problem-solving, and debugging skills, capable of addressing highly complex technical challenges.
• Excellent communication, interpersonal, and presentation skills, with the ability to effectively communicate complex technical concepts to diverse audiences, including senior stakeholders.
• Proven ability to lead multiple simultaneous implementation projects, manage competing priorities, and drive results in a fast-paced, dynamic environment.
• Familiarity with SQL and database concepts, with an understanding of data architecture and optimization.

Values:

• Demonstrated ability to lead, mentor, and empower a team to achieve exceptional technical implementations and client satisfaction.
• Strong commitment to building long-term client partnerships through technical excellence and strategic insight.
• Ability to work as an extreme-owner & as part of a kind-&-caring team, fostering a culture of accountability and support.
• Comfortable working in a fast-paced, dynamic 0-to-1 environment, capable of navigating ambiguity and driving solutions.
• Knows when to employ strategic-boldness & think outside of the box when there’s measured value, pushing for innovative solutions.