Agent Success Associate

Summary

Armstrong Transport Group is seeking an Agent Success Associate to support its agent network. The role owns agent onboarding and training, manages day-to-day agent relationships, supports agent growth, and coordinates with internal departments and external partners.

Responsibilities

• Serve as a responsive point of contact for assigned agents, addressing questions and troubleshooting issues as they arise
• Proactively reach out to and manage relationships across an assigned agent portfolio to strengthen engagement and retention
• Own and facilitate agent onboarding and system training sessions
• Work cross-functionally with the Product team to stay current on platform releases and incorporate updates into training content
• Maintain organized, up-to-date training materials and documented standard operating procedures (SOPs)
• 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
• Support agents in developing their books of business and identify opportunities to help them grow within the ATG platform
• Act as the liaison between agents and internal departments
• Manage relationships with external partners
• Develop marketing materials and partner one-pagers in support of agent-facing initiatives

Skills

• Strong organizational and time-management skills, with the ability to independently manage multiple priorities and deadlines
• Demonstrated ability to work autonomously and self-direct daily workload without close supervision
• Excellent written and verbal communication skills, with experience presenting to and training external stakeholders
• Experience building and maintaining structured processes, documentation, and SOPs
• Comfortable working cross-functionally with Product, Shared Capacity, and external partner teams
• Prior experience in freight brokerage, third-party logistics (3PL), or a related agent/customer success role preferred
• Proficiency with CRM and business platforms (e.g., Salesforce, TMS platforms) preferred

Qualifications

Must Haves

• Strong organizational and time-management skills, with the ability to independently manage multiple priorities and deadlines
• Demonstrated ability to work autonomously and self-direct daily workload without close supervision
• Excellent written and verbal communication skills, with experience presenting to and training external stakeholders
• Experience building and maintaining structured processes, documentation, and SOPs
• Comfortable working cross-functionally with Product, Shared Capacity, and external partner teams

Nice to Haves

• Prior experience in freight brokerage, third-party logistics (3PL), or a related agent/customer success role preferred
• Proficiency with CRM and business platforms (e.g., Salesforce, TMS platforms) preferred