Implementation Specialist

1–3 years of experience in implementation, onboarding, customer support, or delivery roles. Strong organizational skills and attention to detail. Clear written and verbal communication skills. Comfort working with customers and internal teams in a fast-paced environment. Ability to follow structured processes while adapting to customer needs. Experience with SaaS tools, CRMs, or project tracking tools is a plus. Experience working with technical teams and Scrum framework. SaaS or technical product exposure preferred but not required.

Execute end-to-end onboarding for new customers. Support customer configuration, setup, and training. Track onboarding progress, milestones, and readiness. Identify risks or blockers early and escalate. Ensure clean handoff to Commercial or Account teams. Serve as the day-to-day delivery contact during onboarding. Respond to customer questions related to setup, configuration, and product usage. Coordinate with Engineering and Product to resolve onboarding issues. Capture customer feedback, usability issues, and defects. Log bugs and delivery issues with clear reproduction steps. Follow defined triage and escalation paths. Communicate issue status and next steps to customers. Contribute to onboarding documentation, guides, and templates. Help improve onboarding workflows, checklists, and internal tools. Capture delivery insights and customer feedback for leadership review.