Customer Service & Support Jobs in Virginia (Now Hiring) — 20,861 open — Page 119

Description

REPORTS TO: Director, Implementations

Objective: Serve as the primary point of contact for newly nominated customers within the Implementation team, responsible for fully defining the scope of work, identifying all required system interfaces, capturing reporting requirements, and compiling all necessary information for a seamless handoff to the Implementation Specialist.

Client Engagement & Scope Definition

• Serve as the initial Professional Services point of contact upon customer nomination, establishing rapport and setting expectations for the scoping process.
• Lead comprehensive scoping sessions to fully define the customer's operational requirements and business objectives prior to implementation.
•  Document customer workflows, origin cargo management processes, and existing operational procedures.
•  Identify gaps between current customer processes and system capabilities, escalating complex scenarios to appropriate internal resources.
• Develop and maintain detailed Scope of Work (SOW) documents for each customer engagement, capturing all agreed-upon deliverables, timelines, and responsibilities.
•  Ensure the SOW is reviewed and approved by both the customer and internal stakeholders before handoff.
•  Clearly communicate scope boundaries to prevent scope expansion during implementation.
• Based on the full discovery document and discussions, generate a proposed timeline for a go-live which works for both customer target, customer resources, and internal priorities.
• Identify and call out any customer blocks/possible delays (other customer projects, lack of customer tech resources, peak season, etc) which may slow the implementation staying on schedule.

Interface & Systems Requirements

• Identify and document all system interface requirements necessary for customer onboarding, including data sources, file formats, transmission protocols, and integration points.
• Collaborate with the customer's IT and/or operations teams to gather technical specifications and samples for each required interface.
• Identify any 3rd party engagement needed (carriers, brokers, audit companies, transloaders, etc) and obtain requirements and contact details for efficient hand-off.

Reporting Requirements Gathering

• Conduct structured discovery sessions to capture all reporting requirements requested by the customer, including standard and custom reports.
• Document report names, data elements, frequency, distribution methods, and intended recipients.
• Identify report formats and delivery mechanisms (e.g., email, portal, EDI, API).
• Identify gaps in data and reporting not currently available within VIZIV.
• Categorize and prioritize reporting requests based on customer operational needs and go-live criticality.
•  Clearly communicate which reports are available out-of-the-box versus those requiring custom development.

Sales Coordination & Pricing Alignment

• Partner closely with the Sales team to ensure that scoped services, interfaces, and reporting requirements are accurately reflected in customer pricing and contract terms prior to execution.
•  Review nominated account details and Sales-provided context to identify any gaps between what was sold and what the customer is requesting during discovery.
•  Communicate findings to Sales promptly so that pricing adjustments or addendums can be addressed before implementation begins.
• Identify and document scope creep throughout the scoping process, flagging requests that exceed the original agreement and coordinating with Sales to determine the appropriate course of action.
• Ensure customers understand the commercial implications of expanded scope, and support Sales in presenting change order options when applicable.
• Serve as a liaison between Sales and the Implementation Team to ensure a smooth transition from the sales cycle to the scoping engagement, maintaining continuity of customer expectations and commitments.

Implementation Handoff & Coordination

• Compile all gathered information — scope of work, interface requirements, addendum, reporting requirements, operational SOPs, and outstanding action items — into a comprehensive handoff package for the Implementation Specialist.
•  Ensure all documentation is complete, accurate, and stored in the appropriate project repository prior to transition.
•  Conduct a formal handoff meeting with the Implementation Specialist to review all materials and address outstanding questions.
• Assess and assign an implementation complexity tier to each engagement based on the volume of interfaces, reporting requirements, operational complexity, and customer size, to ensure appropriate resource planning and timeline expectations.
•  Small — 1-2 standard interfaces, standard reporting needs.
•  Medium — moderate-volume customers requiring several interfaces, some custom reporting, and defined but manageable operational complexity.
•  Large — high-volume/Champion customers with numerous interfaces, significant custom development needs, 3PL party engagement, complex reporting requirements, and extended go-live timelines.
•  X-Large — Ambassador-level customers with highly complex integrations, extensive custom development, multiple business units or geographies, and dedicated cross-functional implementation resources.
• Serve as a resource to the Implementation Specialist during the early phases of implementation to clarify scoping decisions and provide customer context.
• Collaborate with the Implementation Specialist during implementation on any new asks.
• Assess the original estimation of scope/size once live.

Process Improvement & Cross-Functional Collaboration

• Continuously evaluate and refine the scoping process based on lessons learned from customer engagements and feedback from the Implementation team.
• Work cross-functionally with Sales, Customer Success, and Implementation teams to ensure alignment on customer expectations from nomination through go-live.
• Contribute to the development and maintenance of scoping templates, checklists, and best practice documentation to improve consistency and efficiency across the Professional Services team.

Team Contribution

• Be a leader within the organization, assisting other departments (ASRs, ACMs, SIAs, Century Origin Offices, etc.) to improve overall team knowledge, efficiency, and customer satisfaction.
• As a Senior Analyst, share your knowledge and expertise with other team members. Provide coaching and teaching to support their advancement and to grow team capabilities.
• Establish a tone of cooperation and sharing, ensuring that actions are guided first and foremost by the company's mission and value statements.
• Facilitate effective team interaction.
• Acknowledge and appreciate each team member's contributions.

Quality Customer Service

• Always conduct job duties with service and quality in mind. Respond to all inquiries (phone, email, and other) in a courteous, prompt, and efficient manner.
• Assist Century in meeting the company's mission to create the most responsive and customized logistics services available in the market.
• Be a Century advocate, both internally and externally, projecting a professional image of self and the Company.
• Take on special projects as needed or requested.
• Foster a positive working environment by actively demonstrating an attitude of collaboration, teamwork, and quality.
• Build and enhance Century's customer relationships by establishing positive rapport with each account's key contacts.

Requirements

• Strong ability to understand the company’s business operations and how technology supports key workflows, system integrations, and business processes. Detailed technical or development expertise is not required, but the candidate must be comfortable working across business and technical teams.
• Familiarity with VIZIV, or experience working with similar logistics, supply chain, workflow, or business operations platforms, is strongly preferred.