Position Overview
We are seeking a detail-oriented, customer-focused professional to support the onboarding and implementation of our software solutions. This role serves as a key point of contact for customers during implementation, coordinating activities across internal teams, delivering training, and driving adoption to ensure a smooth transition from sale to active, successful product use.
The ideal candidate is highly organized and proactive, an engaging communicator who enjoys teaching others, and comfortable managing multiple projects simultaneously while delivering an exceptional customer experience.
Reports To
Implementation Manager
Key Responsibilities
Implementation & Project Coordination
• Coordinate customer implementation projects from sign-on/kickoff through go-live and CSM transition.
• Serve as a primary point of contact for customers throughout onboarding, collaborating with them to understand business processes and requirements.
• Develop and maintain implementation timelines, project plans, and documentation; track milestones and provide status updates to customers and leadership.
• Assist with software setup, configuration, data migration coordination, and user onboarding activities.
• Identify when a customer is moving away from the agreed Scope of Work and work with leadership to keep the project on track.
• Partner with internal teams to monitor progress and proactively resolve risks, issues, or delays.
• Maintain accurate records in CRM and project management systems.
Training & Education
• Deliver virtual and in-person training sessions for administrators, managers, and end users.
• Develop customized training plans and create/maintain training materials, user guides, knowledge base articles, and videos.
• Conduct train-the-trainer sessions to empower customer champions and administrators.
• Promote best practices and drive user adoption throughout implementation.
Customer Success & Relationship Management
• Maintain positive customer relationships through active, proactive communication.
• Respond to customer questions and provide guidance on system functionality and workflows.
• Monitor customer engagement, gather feedback, and share insights with Product, Support, and Customer Success teams.
• Assist with post-implementation follow-up and adoption best practices to support a successful transition to ongoing support.
• Help monitor the Implementation email inbox and pull in internal resources when additional help is needed.
• Support process improvement initiatives to enhance implementation efficiency and customer satisfaction.
Qualifications
Required
• Bachelor's degree or equivalent work experience.
• 2–4 years of experience in implementation, project coordination, customer onboarding, training, customer success, account management, or a related role.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Excellent verbal and written communication skills; ability to explain technical concepts to non-technical audiences.
• Strong presentation and facilitation skills, including experience delivering virtual training.
• Strong problem-solving and critical-thinking abilities.
• Proficiency with Microsoft Office, Google Workspace, CRM systems, and project management tools.
• Ability to work effectively in a fast-paced, customer-facing environment.
Preferred
• Experience in a SaaS, software, or technology company.
• Familiarity with project management methodologies and implementation best practices.
• Experience with CRM platforms (e.g., Salesforce, HubSpot) and project management tools (e.g., Teamwork, Asana, Jira).
• Experience creating training documentation, videos, and learning materials; familiarity with LMS platforms.
• Functional understanding of Excel for data and simple metrics.
• Basic understanding of APIs, integrations, data imports, or software configuration processes.
• Certification in training, instructional design, change management, or project management is a plus.
Key Competencies
• Customer Relationship Management
• Project Coordination & Time Management
• Training & Facilitation / Adult Learning Principles
• Stakeholder Communication & Collaboration
• Software Adoption
• Attention to Detail
• Problem Solving
• Process Improvement
• Technical Aptitude
Success Measures
• On-time implementation completion and customer onboarding success metrics
• User adoption and engagement rates
• Customer and training satisfaction scores
• Reduction in post-go-live support issues
Career Growth Opportunities
This role can lead to positions such as Lead Implementation Specialist, Customer Success Manager, or Implementation Manager.
Benefits
· Dental, Vision, and Health Insurance
· 401(k) with company matching
· Paid time off and company holidays
Pay starting at $50,000 year
