Implementation Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the software implementation process for clients from the initial kickoff to the final launch, acting as the key owner of execution and delivery.

• Conduct implementation calls with clients, establish agendas, manage action items, and ensure project momentum is maintained.

• Convert client objectives and requirements into detailed implementation plans, timelines, and configuration decisions.

• Collaborate with Account Management to ensure that implementations align with client goals and contribute to account success.

• Coordinate design assets with either internal or client creative teams.

• Manage the rollout of integrations and automation in collaboration with platform engineering and product management teams.

• Collect, document, and relay client asset requirements, feedback, and requests for revisions.

• Set up and configure Brilliant’s software tools, automations, and integrations.

• Conduct testing of configurations prior to launch to ensure accuracy, functionality, and quality.

• Troubleshoot issues and modify setups throughout the client's lifecycle.

• Assist with post-launch optimization and guide clients in adopting the software.

• Coordinate resources from Design, Integrations, Product, Client Success, and technical teams to ensure high-quality launches.

• Monitor implementation progress, identify risks and dependencies, and resolve any blockers.

• Enhance implementation workflows, templates, and best practices.

• Partner with Product Management during releases and feature updates.

• Contribute to the creation of internal documentation and training materials.

• Recognize recurring client challenges, usability issues, and workflow disruptions.

• Provide organized feedback to Product and Engineering teams to guide improvements and roadmap planning.

• Offer insights on early concepts and modifications informed by implementation experiences.

⛳️ Requirements

• A minimum of 2 years of experience in software implementation, technical customer support, product specialist, business analyst, or a comparable role.

• Strong analytical thinking and problem-solving abilities in a dynamic environment.

• Exceptional verbal and written communication skills, particularly in client-facing scenarios.

• A customer-first approach aimed at delivering high-quality implementation experiences.

• Capability to quickly learn and navigate new software platforms.

• Experience using CRM tools and support ticketing systems.

• Basic knowledge of HTML and CSS; coding skills are not required.

• General understanding of APIs and technical concepts to describe integration workflows, address basic client inquiries, and troubleshoot issues.

• Comfort in working with third-party APIs and integrations.

• Must be located in the United States.

🏝️ Benefits

• Medical, Dental, & Vision benefits.

• Flexible PTO.

• Paid company holidays.

• Work from home stipend for new hires.

• Equity.

• Opportunity to collaborate with leading brands and facilitate thousands of personalized gifting experiences each year.

• Access to a cutting-edge in-house technology stack and fulfillment center.

• Engage in hands-on cross-functional collaboration.

• Provide support to clients across more than 180 countries.

• Opportunities for growth and innovation.