Implementation Specialist

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

📋 Description

• Take ownership of the entire implementation lifecycle — from gathering requirements and designing solutions to configuration, integration, data migration, testing, and post-launch evaluation — on intricate, multi-workstream, or enterprise-level projects.

• Create implementation solutions that effectively convert complex customer business needs into technically robust, scalable system configurations — considering not just the immediate setup, but also the customer's long-term workflow requirements.

• Manage customer environments with multiple stakeholders confidently — navigating competing priorities, changing requirements, and organizational complexities while ensuring project momentum and maintaining customer trust.

• Proactively manage timeline risks — identifying delays, blockers, or scope changes early on and addressing them with a structured response, rather than allowing issues to escalate.

• Address post-launch stabilization and initial adoption challenges as part of the implementation engagement — ensuring customers achieve defined value milestones prior to the formal handoff to Customer Success.

• Lead the technical solution design for complex implementations — including multi-system integrations, advanced data mapping, workflow automation, and custom configurations that necessitate understanding across the customer's entire technology stack.

• Maintain an expert-level understanding of all supported platforms, integration patterns, and configuration choices — including edge cases, advanced features, and the technical boundaries where custom solutions may be necessary.

• Assess the technical feasibility of customer requirements and clearly communicate trade-offs — providing honest, well-reasoned guidance on what can be accomplished within the project scope and what may require an alternative approach.

• Independently create and update implementation playbooks, configuration guides, data migration templates, integration documentation, and post-launch readiness checklists for the implementation team.

• Develop and sustain trusted relationships with senior customer stakeholders — including IT leaders, operations directors, and executive sponsors — ensuring the credibility and quality of communication those relationships demand.

• Collaborate with Product and Engineering on feature feedback, integration gap analysis, and release impact assessments — offering the implementation team's structured perspective on how product decisions influence customer onboarding outcomes.

• Work together with Customer Success on the transition from implementation to CS — ensuring that CS teams have a comprehensive view of the customer's configuration, known issues, success criteria, and readiness for adoption.

⛳️ Requirements

• Minimum of 5 years of experience in implementation, onboarding, or customer success roles within a SaaS or technology environment.

• Proven history of independently managing and delivering complex, multi-workstream SaaS implementations — consistently achieving on-time delivery and high levels of customer satisfaction.

• Strong technical acumen — capable of designing and troubleshooting multi-system integrations, data migrations, and advanced configurations without requiring escalation for standard technical issues.

• Experience in authoring and maintaining implementation documentation — such as playbooks, configuration guides, data migration templates, integration specifications, or onboarding frameworks.

• A track record of serving as an informal peer resource — assisting IS 1 colleagues through technically complex or scope-ambiguous scenarios with specific, actionable advice.

• Demonstrated ability to manage senior customer stakeholders — including executive sponsors and technical leads — through complex, lengthy implementations.

• Proficient in project management tools (Asana, Jira, Monday.com) and integration platforms (Salesforce, HubSpot, NetSuite) with hands-on configuration experience.

• Excellent written and verbal communication skills — capable of leading customer governance discussions, producing executive-level project documentation, and translating technical decisions into business language.

• Proven ability to identify recurring implementation patterns and transform them into process or documentation enhancements.

🏝️ Benefits

• Comprehensive Health Coverage: Coverage begins on your first day of employment.

• 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and receive a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.

• RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and receive a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.

• Flexible PTO: Enjoy unlimited paid time off to balance your work and personal life.

• 12 weeks paid leave for all employees.

• Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely.

• Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend quality time with loved ones.