Technical Implementation Specialist - MakeMusic

Company Information

Help Shape the Future of Music Creation and Education at Make Music.

At Make Music, we believe music has the power to inspire, connect, and transform lives. For over three decades, we’ve been at the forefront of music technology, building tools that help musicians compose, teach, learn, and perform. Our products are trusted by Grammy-winning composers, world-class educators, and students in classrooms and homes around the globe.

With Make Music Cloud, we’ve reimagined music practice for the digital age by offering students real-time feedback, access to an extensive repertoire library, and seamless tools for educators to track progress and personalize instruction.

If you’re passionate about music, driven by innovation, and eager to create tools that empower musicians and educators around the world, then Make Music is the stage you’ve been looking for!

We would love to have you join our ever-growing team! All applicants will receive equal consideration for employment regardless of gender, race, national origin, age, sexual orientation, gender identity, physical disability, religion, or length of time spent unemployed.

General Summary

We are seeking a highly motivated and detail-oriented Technical Implementation Specialist to join our team. You will be the technical co-architect of our digital customer journey. This is a unique role designed for a 'technical humanitarian'—someone who is as comfortable automating processes to scale, writing code within Hub Spot’s custom environment, and able to jump onto a 1:1 Zoom call to patiently guide a teacher through a difficult setup.

Working hand-in-hand with the Customer Success and Sales Teams, you will design and execute the implementation and adoption plans that ensure our high-volume customer base thrives from day one through every renewal cycle.

Your mission is to ensure that every customer has a seamless, 'self-service' path to success. You are a continuous learner who views technical bottlenecks as opportunities to build elegant, automated solutions, ensuring a seamless transition from sales to product adoption. You possess a rare blend of 'Systems Thinking' and 'Human Empathy,' allowing you to architect adoption motions that never feel cold or robotic.

You value team members’ input from all levels and work across the organization to bridge the gap between software logic and the everyday needs of music educators. During our peak season, you will also assist in account order processing, ensuring our accuracy and speed remain world-class when our customers need us most.

You will sit with the Implementation team, work in close collaboration with the Customer Success team, and report to the Director, Sales.

Core Functions:

• Partner with customer success to co-design and build the end-to-end digital journey—from the moment a sale closes through every renewal cycle.
• Receive new customer handoffs and manage 'one-to-many' implementation motions, such as group setup webinars and automated email drip campaigns in partnership with the growth marketing team and education teams.
• Partner with teams to Co-Architect in-app guides and self-service configuration tools that empower customers to manage their own setup and account maintenance throughout their lifecycle.
• Standardize implementation playbooks, measuring success by reducing the average time-to-value (TTV) for new customers and increasing adoption rates of key features across the existing scaled customer base.

• Manage a high volume of simultaneous implementation projects, tracking progress within our CRM to ensure no customer—new or returning— is left behind.
• During the busy season, assist with account order processing to ensure new and renewing subscriptions are activated accurately and instantly.
• Anticipate bottlenecks in the high-volume queue and work with teams to build automated fixes that keep the implementation and renewal pipeline moving.
• Manage project timelines for multiple concurrent implementations, ensuring all milestones are met within the agreed-upon Scope of Work (SOW).

• Gather and analyze…