Customer research changed the payments strategy I was hired to build.

I joined Loadsmart to identify where payments could create a meaningful product advantage. Interviews with customers, prospects, and internal teams showed that mid-market shippers were already anchored in their ERPs. Replacing that workflow would demand high switching costs before Loadsmart had earned enough trust.

I was responsible for shaping the payments strategy and turning the strongest adjacent opportunity into a product workflow for finance and operations teams.

I recommended not pursuing the original payments thesis at that moment. We focused instead on freight audit, a workflow close to the existing business where automation could remove manual work and improve invoice-approval accuracy.

1. 01

   Refined the initial freight-audit plan with internal stakeholders and beta customers before committing to the workflow.

2. 02

   Added automatic approval for eligible invoices and business rules for exceptions, reducing manual review while keeping cases that required judgment visible.

3. 03

   Improved the interface so operations and finance teams could understand what the system checked, approved, or still needed them to review.

4. 04

   Adapted the SaaS capability for Managed Transportation, including NetSuite payments and OCR-assisted invoice extraction.

The product helped close important new customers, audited millions of US dollars in invoices every month, and reached 94% auto-approval in eligible workflows.

I led the product discovery and product work. The commercial and operational results were team outcomes, and the 94% figure applies only to workflows eligible for automatic approval.