Implementation Specialist

Remote (United States)

About the Role

This opportunity is for an Implementation Specialist who will guide newly signed customers from post-sale through go-live. The role focuses on customer onboarding, product setup, implementation planning, technical coordination, training, documentation, and ongoing communication to help customers launch successfully.

This is a customer-facing role within a growing Customer Success environment. The position is ideal for an organized planner who can understand customer goals, build project plans, coordinate implementation steps, train users, support launch activities, and manage multiple projects at the same time while keeping customer success as the main priority.

This remote role welcomes applicants from all U.S. time zones, with a preference for candidates based in Eastern time zones.

Job Type: Full Time

Annual Salary: $60,000 - $80,000 per year

What You’ll Do

• Complete implementation and setup steps for newly signed customers within the product.
• Interpret customer agreements to properly set up the implementation process.
• Work closely with the development team on technical integrations and configurations as needed.
• Create documentation and training materials to support customers and product end users.
• Support the Customer Success function by contributing to overall strategy and scalable success processes.
• Work cross-functionally with internal teams to align implementation work with business goals.
• Respond to customer questions in a timely and accurate way by phone, email, or chat.
• Maintain regular and proactive contact with integration customers.
• Serve as the main point of contact for customer questions during implementation and integration work.
• Report on project progress with a focus on meeting or exceeding milestone timelines.
• Coordinate multi-partner relationships to support seamless integrations and meet new customer expectations.
• Work effectively with other departments to meet or exceed customer expectations.
• Coordinate feedback about customer experiences.
• Provide updates and facilitate customer questions, enhancement requests, and related follow-up.
• Drive internal business owners toward thoughtful and timely resolutions and responses.
• Use Salesforce to track customer interactions, initiatives, and delivery of contractual obligations.
• Manage multiple projects concurrently while adapting to changing priorities.
• Train different users within the product and assist with customer communication and launch activities.

Qualifications

• High school diploma or equivalent required.
• Minimum of 3 years of experience in a customer-facing role.
• Proficiency with Microsoft Office Suite.
• Deep experience onboarding customers in an API environment is required.
• Excellent verbal and written communication skills.
• Strong presentation skills.
• Customer-oriented approach with the ability to provide exceptional service by phone and email.
• Detail-oriented work style with the ability to multitask and manage time effectively.
• Ability to work independently while being a proactive team member.
• Excellent project management, problem-solving, influencing, and interpersonal skills.
• Ability to manage short-term and long-term projects that drive successful product integration.
• Ability to report on project progress and meet or exceed implementation timelines.

You Will Enjoy This Role If

• You enjoy working with a wide range of different clients.
• You enjoy learning technical skills related to API integrations.
• You are comfortable coordinating with multiple departments and customer stakeholders.
• You like helping customers move from onboarding to successful product launch.

This Role May Not Be the Right Fit If

• You expect to manage only one specific book of business, since the workload may vary.
• You do not enjoy being a cross-departmental communicator.

Benefits and Perks

• Remote work environment with a flexible work schedule to support work-life balance.
• Annual company offsite.
• Generous leave package, including a flexible time off policy.
• 13 paid holidays.
• Paid sick leave.
• Paid parental leave.
• Medical, dental, and vision insurance for employees and their families.
• Company-funded FSA and HSA options, depending on the selected medical plan.
• 401(k) plan with company match.
• One-time workspace reimbursement to help set up an effective remote workspace.