Job Purpose

At Fleetworthy, one of our key values is every trip matters. As an Implementation Specialist, you are the driving force behind a customer's journey from signed contract to successful launch and long-term value realization. You don't just onboard customers— you help them transform how they manage fleets, drivers, compliance, and operations. 

As the primary owner of the onboarding experience, you'll partner closely with customers to understand their goals, define success criteria, and guide them through every stage of implementation. From kickoff and stakeholder discovery to training, activation, and post-launch support, you'll ensure customers achieve a fast, seamless path to value while building confidence in Fleetworthy as a trusted long-term partner. 

You'll collaborate across Sales, Customer Success, Product, Operations, and third-party partners to deliver a best-in-class onboarding experience that accelerates adoption, drives customer outcomes, and creates enthusiastic advocates for Fleetworthy's solutions. 

The ideal candidate combines exceptional communication skills, strong project management capabilities, customer-centric thinking, and a passion for solving complex challenges. You thrive in a fast-paced environment, take ownership of outcomes, and are energized by helping customers succeed. 

Key Responsibilities

Lead Customer Onboarding and Time-to-Value

• Own the implementation process from customer kickoff through successful launch and service activation. 

• Partner with customers to understand business objectives, operational workflows, stakeholder expectations, and desired outcomes. 

• Establish implementation plans, success criteria, timelines, milestones, and governance structures that keep projects on track. 

• Conduct stakeholder interviews and discovery sessions to ensure solutions are configured to support customer goals. 

• Drive timely launches that accelerate customer adoption and value realization. 

Deliver a Best-in-Class Customer Experience

• Serve as the primary implementation advisor and trusted partner throughout onboarding. 

• Build strong relationships with customer stakeholders and become a credible expert on Fleetworthy solutions. 

• Facilitate customer kickoff meetings, weekly status meetings, and executive-level communications. 

• Provide personalized training that equips customers to confidently use Fleetworthy's platforms and services. 

• Proactively identify risks, remove obstacles, and resolve issues before they impact the customer experience. 

Coordinate Cross-Functional Success

• Partner closely with Sales, Customer Success Managers, Operations teams, and subject matter experts to ensure a seamless customer journey. 

• Translate customer goals and purchased services into actionable implementation plans. 

• Coordinate with third-party providers, agencies, and vendors to establish required integrations, access, and service readiness. 

• Ensure successful handoffs and alignment across teams throughout onboarding and post-launch support. 

Drive Adoption and Customer Outcomes

• Align customers on measurable success criteria and key performance indicators from the start of implementation. 

• Guide customers through solution activation, adoption, and early value realization. 

• Support post-launch engagement and optimization activities to ensure customers achieve their desired outcomes. 

• Help identify opportunities to expand value through additional Fleetworthy solutions and services. 

Improve Processes and Scale Excellence

• Contribute to the continuous improvement of implementation methodologies, playbooks, and onboarding best practices. 

• Help standardize processes that improve quality, efficiency, and consistency across customer implementations. 

• Maintain accurate project documentation, implementation records, and progress tracking. 

• Provide feedback on project timelines, resource requirements, and process enhancements. 

Qualifications & Experience

• Associate's or Bachelor's degree in Business, Management, Communications, or a related field, or equivalent professional experience. 

• 1+ years of experience in customer onboarding, implementation, customer service, project management, customer success, or a related customer-facing role. 

• Proven ability to manage multiple projects and stakeholders simultaneously. 

• Strong presentation, facilitation, and relationship-building skills. 

• Experience leading customer meetings, training sessions, and project communications. 

• Proficiency with CRM platforms, project management tools, Microsoft Office, and Excel. 

• Exceptional organization, attention to detail, and time management skills. 

• Strong analytical thinking and problem-solving abilities. 

• Self-motivated with a growth mindset and passion for delivering outstanding customer experiences. 

What Success Looks Like

• Customers launch on time and are aligned on success criteria from day one. 

• Stakeholders are trained, engaged, and confident using Fleetworthy solutions. 

• Services are activated smoothly with minimal customer effort. 

• Customers achieve measurable value quickly and are set up for long-term success. 

• Cross-functional teams are aligned, informed, and working together to deliver exceptional outcomes. 

• Customers view Fleetworthy as a trusted partner that helps make their operations safer, more efficient, and more productive.