Implementation Specialist

This role is full-time and remote in the USA.

The Implementation Specialist (IS) leads clients through their ELC (Experiential Learning Cloud) onboarding journey, serving as the primary day-to-day point of contact from Kickoff Meeting through launch. They guide each institution through critical stages from kickoff and database setup through coaching transition and go-live, ensuring customers successfully adopt the platform and realize its value. The Implementation Specialist coordinates across internal teams (Support, Account Management), manages stakeholder expectations, and proactively identifies risks that could derail the implementation.

They combine project management discipline with customer empathy, translating complex product features into practical workflows aligned to each client's unique needs.

• Own the end-to-end onboarding timeline for multiple, simultaneous customer implementations, tracking progress through all stages of the implementation checklist

• Schedule and facilitate kickoff meetings, initial setup reviews, database review sessions, and coaching transitions ensuring all parties are aligned and informed

• Set and manage realistic go-live dates with customers, accounting for their availability, complexity, and dependencies; flag timeline risks early

• Serve as the customer's first and primary point of contact from initial kickoff through go-live, building trust and confidence in the onboarding process

• Translate customer goals and constraints into implementation scope, making trade-off recommendations when needed

• Deliver clear, regular status updates both internally and to customers highlighting progress, risks, and next steps in plain language

• Identify and escape customer frustrations, adoption blockers, or engagement gaps before they jeopardize the implementation

• Coordinate with Product and Support teams on questions, feature requests, or technical issues that arise during implementation

• Collaborate with Account Management on renewal planning and expansion opportunities post-launch

• Manage scope and expectations, protecting the implementation timeline from scope creep while advocating for reasonable customer needs

• Work with Product and customers to design the ELC database structure (student groups, placement workflows, field experience bundles) that aligns to their program's processes

• Set up and create elements of client’s database

• Conduct database reviews with customers to validate the build against their requirements and best practices

• Understand core ELC functionality (site placement, groups and assignments, data management, integrations) at a level needed to advise customers and coordinate technical setup

• Document each customer's unique configuration, go-live date, key stakeholders, and any special requirements in Jira and supporting systems

• Create or customize onboarding templates to reflect current best practices

• Contribute feedback from customer implementations to continuously improve the onboarding process

• Bachelor's degree in Education, Business Administration, Project Management, or a related field; or an equivalent combination of education and relevant experience

• 2-4 years in project management, customer success, or implementation roles in SaaS or EdTech with experience onboarding higher education institutions strongly preferred

• Demonstrated ability to manage multiple complex projects simultaneously while maintaining attention to detail and customer relationships

• Strong organizational and time-management skills; comfort with tools like Jira, spreadsheets, and project timelines

• Excellent verbal and written communication; ability to translate technical concepts for non-technical audiences

• Problem-solver and self-starter who takes ownership of challenges and collaborates across teams to resolve them

• Comfort with ambiguity and changing priorities; adaptability in a growing organization

• Experience in higher education, EdTech, or non-profit sectors

• Familiarity with instructional design, experiential learning, or field experience program models

• Experience with Atlassian tools (Jira, Confluence) or similar project management platforms

• Background in software implementation, data migration, or system integration projects

• Project Management…