Implementation Specialist​/Coordinator

Reports To

Implementation Manager

• 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.

• 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.

• 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.

• 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.

• Experience in a SaaS, software, or technology company.
• Familiarity with project management methodologies and implementation best practices.
• Experience with CRM platforms (e.g., Salesforce, Hub Spot) 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.
• Stakeholder Communication & Collaboration
• Software Adoption
• Attention to Detail
• Problem Solving
• Process Improvement
• Technical Aptitude

• 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

This role can lead to positions such as Lead Implementation Specialist, Customer Success Manager, or Implementation Manager.