Agent Success Associate

Armstrong Transport Group; United States; Remote; USD 55,000 - 85,000; Full time

Job summary

Armstrong Transport Group (ATG) seeks an Agent Success Specialist to own onboarding, training, and day-to-day agent relationship management within our Agent Success team. You will coordinate with Shared Capacity, Product, and external partners to ensure agents are supported and engaged.

The role requires autonomous, organized professionals who can manage a diverse portfolio with minimal supervision, build trust across the agent network, and develop training materials and SOPs to scale agent

Qualifications

• Strong organizational and time-management skills.
• Demonstrated ability to work autonomously and self-direct daily workload.
• Excellent written and verbal communication skills.
• Experience building structured processes, documentation, and SOPs.
• Proficiency with CRM and business platforms (e.g., Salesforce, TMS).

Responsibilities

• Serve as a primary point of contact for assigned agents and manage onboarding and training.
• Coordinate cross-functionally with Product, Shared Capacity, and external partners.
• Develop and maintain training materials and SOPs.
• Grow agents' books of business and identify growth opportunities.
• Create marketing materials and partner one-pagers for agent initiatives.

Skills

Organizational skills

Time management

Written & verbal communication

Autonomy / self-direction

Cross-functional collaboration

CRM experience

Tools

Salesforce

TMS platforms

Job description

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.

Key Responsibilities

This position is built around ATG's Five Pillars of Agent Success:

• 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.
• Training
• 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.
• Agent Growth
• 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.

Qualifications

• 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.

What Success Looks Like

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 processes, and be seen by agents and internal partners alike as a reliable, organized, and proactive point of contact.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Armstrong Transport Group’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.