AI Customer Success Analyst

Armstrong Transport Group (ATG) is looking for an AI Customer Success Analyst, who will be responsible for driving the Agent deployment of our newly integrated AI workflows across the Armstrong umbrella. In this role, you will become the subject matter expert on all AI workflows, the existing processes they support, and individual Office complexities required to create successful implementations. You will also be the face of the project to stakeholders, working closely to align expectations, manage releases, handle feedback, and champion the changes. The AI Customer Success Analyst must be comfortable working with and translating requirements or findings to and from internal stakeholders ranging from individual contributors up to executive leadership. This role will support our engineering partner and internal engineering group in the generation of design and development requirements for a tightly coupled integration. We are seeking a technologically minded individual who loves to roll their sleaves up and work with complex processes, with a passion for customer success and the bedside manner to ensure the quality of solutions and ease of adoption for the organization.

Responsibilities

• Support the delivery of AI Use Cases


• Become a technical expert on ATG’s TMS system and the capabilities of the AI partner’s solution


• Work with Agent Office Owners to design and document local processes


• Define AI business capability requirements and translate to AI ready SOPs, working in conjunction with our AI partner


• Implement solutions at the Office level, training Agents on best practices, and educating stakeholders on the solution


• Identify and manage change management needs


• Convert feedback into actionable feature enhancements


• Act as a liaison with technology teams to ensure alignment and integration

Requirements

• Bachelor’s degree in Business Administration, Project Management, Data Science, Computer Science, or Programs Management with 5+ years experience Brokerage experience preferred


• Experience in customer success


• Experience in process improvement


• Experience with technical documentation


• Experience with implementing enterprise level initiatives


• Strong verbal and technical communication skills


• Experience with business intelligence tools preferred (Tableau, Sigma, Power BI, etc…)