Implementation Specialist

Role summary

The Implementation Specialist owns the post‑sale onboarding and rollout of the product, configuring solutions to customer requirements, coordinating timelines, and ensuring a smooth path to adoption and handoff to Customer Success. This role is more technical and project‑oriented than frontline support roles.

Key responsibilities

● Lead end‑to‑end implementation projects from kickoff through go‑live and handoff, managing scope, milestones, and risks. ● Conduct discovery to understand customer requirements, workflows, and technical environment; translate these into configuration plans. ● Configure product settings, users, permissions, integrations, and data mappings to align with customer needs.

● Coordinate data migration, testing, and validation with customer and internal technical teams. ● Run onboarding and training sessions for admins and end users, tailoring content to different audiences. ● Track implementation progress, communicate status and next steps clearly, and adjust plans when customer priorities or constraints change.

● Identify and troubleshoot rollout issues, coordinating with Support, Product, and Engineering as needed. ● Capture repeatable patterns, edge cases, and feedback to improve implementation playbooks, templates, and product roadmap inputs.

Requirements

● Product / Service Knowledge – Level 2 ● Customer Communication – Level 2 ● Technical Ability – Level 3 ● Issue Resolution – Level 3 ● Relationship Building – Level 2 ● Project / Implementation Management – Level 3 ● Data Analysis & Reporting – Level 2 ● Strategic Thinking – Level 2 ● Stakeholder Management – Level 3 ● Process Improvement – Level 2 ● Cultural Competence – Level 2 Qualifications ● 1-2 years in implementation, onboarding, professional services, or a customer‑facing technical role.

● Strong technical aptitude; experience with configurations, integrations, or APIs is a plus. ● Demonstrated project management skills (formal PM training or certifications a plus). ● Excellent communication and facilitation skills with both technical and non‑technical audiences.