Agent Success Associate

armstrongtransportgroup; United States; On-site; USD 60,000 - 90,000; Full time

Job summary

Armstrong Transport Group seeks an Agent Success Specialist to join our Agent Success team. This role serves as the primary contact and advocate for ATG's agent network, owning onboarding and training, day‑to‑day relationship management, and coordination with internal teams and external partners.

The ideal candidate is highly autonomous, organized, and capable of managing a full portfolio with minimal oversight while building trust-based relationships across the agent community.

Qualifications

• Strong organizational and time-management skills.
• Excellent written and verbal communication abilities.
• Experience building and maintaining structured processes and SOPs.
• Autonomous, self-directed work style with minimal supervision.
• Proficiency with CRM and business platforms (e.g., Salesforce, TMS).
• Experience in freight brokerage, 3PL, or agent/customer success roles preferred.

Responsibilities

• Serve as a responsive point of contact for assigned agents, addressing questions and troubleshooting issues.
• Proactively manage relationships across an agent portfolio to strengthen engagement and retention.
• Own and facilitate agent onboarding and system training sessions.
• Work cross-functionally with Product to stay current on platform releases and update training content.
• Maintain training materials and documented SOPs.
• Develop knowledge of vendor/carrier portals to field questions on navigation and functionality.
• Support agents in developing their books of business and identify growth opportunities.
• Act as liaison between agents and internal departments; manage relationships with external partners.
• Develop marketing materials and partner one-pagers for agent-facing initiatives.

Skills

Organizational skills

Time-management

Written communication

Verbal communication

Cross-functional collaboration

Autonomy

SOP development

Relationship building

Attention to detail

Tools

CRM

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:

Inbound Support

Serve as a responsive point of contact for assigned agents, addressing questions and troubleshooting issues as they arise.

Outbound Engagement

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.

Department Liaison

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.