Agent Success Associate

<p>Armstrong Transport Group (ATG) is seeking a Agent Success Specialist to join our Agent Success department. This role serves as a primary point of contact and advocate for ATG's agent network, owning agent onboarding and training, day-to-day agent relationship management, and coordination between agents and internal teams including Shared Capacity, Product, and external partners. The ideal candidate is highly autonomous, self-directed, and organized, capable of managing a full portfolio of responsibilities with minimal oversight while building strong, trust-based relationships across the agent community.</p> <p><strong>Key Responsibilities</strong></p> <p><strong>This position is built around ATG's Five Pillars of Agent Success:</strong></p> <ol> <li><strong> Inbound Support</strong></li> </ol> <ul> <li>Serve as a responsive point of contact for assigned agents, addressing questions and troubleshooting issues as they arise.</li> </ul> <ol> <li><strong> Outbound Engagement</strong></li> </ol> <ul> <li>Proactively reach out to and manage relationships across an assigned agent portfolio to strengthen engagement and retention.</li> </ul> <ol> <li><strong> Training</strong></li> </ol> <ul> <li>Own and facilitate agent onboarding and system training sessions.</li> <li>Work cross-functionally with the Product team to stay current on platform releases and incorporate updates into training content.</li> <li>Maintain organized, up-to-date training materials and documented standard operating procedures (SOPs).</li> <li>Develop working knowledge of the major vendor/carrier portals used across the agent network — including load scheduling and dispatch portals, carrier capacity and load-matching portals, and supply chain visibility portals — to field agent questions on portal navigation and functionality.</li> </ul> <ol> <li><strong> Agent Growth</strong></li> </ol> <ul> <li>Support agents in developing their books of business and identify opportunities to help them grow within the ATG platform.</li> </ul> <ol> <li><strong> Department Liaison</strong></li> </ol> <ul> <li>Act as the liaison between agents and internal departments.</li> <li>Manage relationships with external partners.</li> <li>Develop marketing materials and partner one-pagers in support of agent-facing initiatives.</li> </ul> <p><strong>Qualifications</strong></p> <ul> <li>Strong organizational and time-management skills, with the ability to independently manage multiple priorities and deadlines.</li> <li>Demonstrated ability to work autonomously and self-direct daily workload without close supervision.</li> <li>Excellent written and verbal communication skills, with experience presenting to and training external stakeholders.</li> <li>Experience building and maintaining structured processes, documentation, and SOPs.</li> <li>Comfortable working cross-functionally with Product, Shared Capacity, and external partner teams.</li> <li>Prior experience in freight brokerage, third-party logistics (3PL), or a related agent/customer success role preferred.</li> <li>Proficiency with CRM and business platforms (e.g., Salesforce, TMS platforms) preferred.</li> </ul> <p><strong>What Success Looks Like</strong></p> <p>A successful Agent Success Specialist will run their portfolio with management oversight, ensure no training or onboarding commitments are dropped, maintain clear and current documentation for all recurring proc