Job Title: Implementation Specialist
Position Type: Full-Time, Remote
Working Hours: U.S. client business hours (with flexibility for client onboarding sessions and project deadlines)
About the Role:
Our client is seeking an Implementation Specialist to manage the onboarding and deployment of new clients. This role involves configuring systems, training users, and coordinating project timelines. The Implementation Specialist ensures that customers experience a smooth transition from sales to adoption, setting the foundation for long-term success and satisfaction.
Responsibilities:
Client Onboarding & Kickoff:
- Lead client onboarding sessions, introducing workflows and timelines.
- Gather client requirements and confirm scope of implementation.
- Build strong client relationships from the start of engagement.
System Configuration:
- Configure accounts, permissions, and integrations (CRM, ERP, SaaS platforms, APIs).
- Customize workflows, dashboards, and settings to match client use cases.
- Test system functionality and troubleshoot issues before go-live.
Training & Enablement:
- Deliver training sessions via Zoom or in-person workshops.
- Create user guides, video tutorials, and FAQs for ongoing support.
- Ensure client users feel confident using the product.
Project Management:
- Maintain implementation project plans in Asana, Trello, or Monday.com.
- Track milestones, dependencies, and deliverables against deadlines.
- Provide regular status updates to clients and internal stakeholders.
Collaboration:
- Work closely with Sales for a smooth handoff of closed deals.
- Partner with Customer Success Managers for post-implementation handoff.
- Collaborate with Product/Engineering to flag bugs or feature requests.
Continuous Improvement:
- Document best practices for implementations.
- Analyze onboarding performance (time-to-value, adoption rate).
- Suggest improvements to processes and playbooks.
What Makes You a Perfect Fit:
- Strong communicator who can simplify technical concepts.
- Highly organized project manager who thrives on deadlines.
- Proactive problem solver with a customer-first mindset.
- Comfortable working across technical and non-technical teams.
Required Experience & Skills (Minimum):
- 2+ years in implementation, onboarding, or technical project management.
- Familiarity with SaaS platforms, CRMs, or ERP systems.
- Strong presentation and training skills.
- Proficiency with project management tools (Asana, Trello, Monday.com, Jira).
Ideal Experience & Skills:
- Experience implementing SaaS solutions for SMB or enterprise clients.
- Technical skills in APIs, SQL, or integrations.
- Industry background in software, healthcare, finance, or professional services.
- Certification in project management (PMP, CAPM, or Agile).
What Does a Typical Day Look Like?
An Implementation Specialist’s day revolves around guiding new clients through the onboarding journey. You will:
- Kick off onboarding projects, confirming scope and timelines with clients.
- Configure systems and integrations, testing to ensure smooth operation.
- Deliver training sessions to client users and create follow-up resources.
- Track progress in project management tools, ensuring deadlines are met.
- Escalate technical issues to engineering while keeping the client informed.
- End the day by updating reports on onboarding progress and preparing for the next client meeting.
In essence: you are the bridge between sales and customer success, ensuring clients achieve value quickly and confidently.
Key Metrics for Success (KPIs):
- Time-to-value (average days from sale to adoption).
- % of implementations delivered on time and within scope.
- Client satisfaction scores (CSAT/NPS) post-onboarding.
- User adoption and training completion rates.
- Smooth handoff to Customer Success teams.
Interview Process:
- Initial Phone Screen
- Video Interview with Pavago Recruiter
- Practical Task (e.g., build a mock implementation project plan or deliver a short training session)
- Client Interview with Customer Success/Implementation Leadership
- Offer & Background Verification
