Implementation Specialist

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

📋 Description

• Facilitate comprehensive requirements gathering sessions with clients to gain insights into their business processes, challenges, and objectives for deploying the web solution.

• Evaluate client requirements to identify optimal configuration and customization possibilities within the web platform.

• Work in close partnership with clients to convert their business needs into tangible implementation plans, ensuring they align with industry standards and platform functionalities.

• Utilize extensive knowledge of tools and technologies to tailor and configure the web platform effectively to meet client requirements.

• Create workflow diagrams, data flow maps, integration diagrams, and feature specifications as part of the documentation for customer implementations.

• Oversee the setup of patterns and templates within the web solution to provide an ideal user experience while addressing the customer’s business requirements.

• Collaborate with cross-functional teams such as project management, product development, data, and customer support to guarantee smooth integration of the configured solution into the client's environment.

• Document functional and technical requirements for development by translating client needs into comprehensive, well-defined user stories, acceptance criteria, and implementation notes for internal teams.

• Consult with external vendors and third-party providers to plan, design, and steer integrations with the Wicket Web™ solution, ensuring alignment on data flows, responsibilities, and technical limitations.

• Partner with the Customer Experience team to prioritize and manage tasks across client implementations.

• Collaborate closely with client stakeholders and technical teams to outline integration requirements, including data mapping, API usage, and the overall user experience.

• Work alongside cross-functional teams, including product development, to execute and validate integration solutions, ensuring smooth interoperability between systems.

• Develop user acceptance testing (UAT) plans and guidelines tailored to clients, detailing test scenarios, expected results, and validation procedures for configured solutions and integrations.

• Assist clients during UAT to clarify requirements, address issues, and ensure that feedback is incorporated into the final implementation outcomes.

• Serve as a technical intermediary among clients, external vendors, and internal product and development teams to facilitate successful integration delivery and issue resolution.

• Create and maintain documentation, including user manuals, FAQs, and training resources, to support clients throughout the implementation journey.

• Conduct training sessions for client stakeholders to ensure a thorough understanding of the configured solution and its functionalities.

⛳️ Requirements

• 2 - 3 years of experience in an implementation role with an enterprise SaaS product.

• Experience in website product implementations or in a professional services delivery role.

• Strong familiarity with the WordPress Content Management System, including Gutenberg blocks.

• Clear and confident communicator capable of bridging the gap between technical and non-technical audiences, both in writing and verbally.

• Excellent facilitation skills for discovery workshops, UAT sessions, and stakeholder alignment meetings.

• Strong documentation skills, with the ability to create structured, reusable implementation artifacts.

• Solid technical acumen.

• Ability to manage multiple client implementations and shifting priorities without compromising detail or quality.

• Capability to work independently as well as collaboratively within a team.

• Strong analytical and problem-solving abilities.

• Exceptional organizational and time management skills.

• Detail-oriented approach.

🏝️ Benefits

• Competitive salary.

• Comprehensive health benefits (dental, vision, paramedical, prescriptions, and out-of-country care).

• Annual wellness stipend for gym memberships, fitness equipment, sports fees, etc.

• Annual professional development stipend and dedicated time for professional growth.

• Paid vacation, personal “life leave,” and a day off for your birthday.