Implementation Specialist

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

📋 Description

• Implement comprehensive onboarding processes for new clients utilizing established frameworks and playbooks.

• Assist in customer configuration, setup, and training to foster early product adoption.

• Monitor onboarding progress, milestones, and readiness through internal tools.

• Proactively identify risks or obstacles and escalate them as necessary.

• Ensure a seamless transition to Commercial or Account teams upon completion of onboarding.

• Act as the primary delivery contact throughout the onboarding period.

• Address customer inquiries concerning setup, configuration, and product usage.

• Collaborate with Engineering and Product teams to resolve onboarding-related challenges.

• Adhere to established communication standards and delivery schedules.

• Gather customer feedback, usability concerns, and any defects encountered during onboarding and initial adoption.

• Document bugs and delivery issues with clear reproduction instructions, customer context, and observed effects.

• Follow defined triage and escalation procedures to engage Engineering and Delivery leadership.

• Update customers on the status of issues and next steps during the onboarding process.

• Contribute to the creation of onboarding documentation, guides, and templates.

• Assist in enhancing onboarding workflows, checklists, and internal tools.

• Collect delivery insights and customer feedback for leadership evaluation.

⛳️ Requirements

• 3–5 years of experience in implementation, onboarding, customer support, or delivery positions.

• Excellent organizational abilities and meticulous attention to detail.

• Strong written and verbal communication skills.

• Capable of working with customers and internal teams in a dynamic environment.

• Ability to adhere to structured processes while being adaptable to customer needs.

• Familiarity with SaaS tools, CRMs, or project management tools is advantageous.

• Experience in the energy sector is preferred but not mandatory.

• Background in collaborating with technical teams and familiarity with the Scrum framework.

• Exposure to SaaS or technical products is preferred but not essential.

• Must be authorized to work in the United States.

🏝️ Benefits

• Sponsored Team Lunches: Bi-monthly company-sponsored lunches linked to team demo days.

• Flexible Time Off: A flexible paid time off policy with a minimum of 20 days recommended annually.

• Parental Leave: 12 weeks of paid parental leave provided.

• Bereavement Leave: Up to 2 weeks of paid bereavement leave available.

• Health Coverage: Comprehensive medical, dental, and vision insurance fully covered for employees and their families (employees contribute $1/month).

• Income Protection: Company-sponsored life insurance, short-term disability, and long-term disability coverage.

• Pre-Tax Benefits: Access to FSA, HSA, commuter benefits, and dependent care savings.

• Well-Being & Mental Health Support: A wide range of benefits supporting physical health, mental wellness, family planning, financial fitness, and pet health.

• Retirement: 401(k) plan managed through Betterment.