Implementation Specialist
Executes end-to-end onboarding for mid-market SaaS accounts and supports enterprise implementations by owning workstreams like setup, training, and coordination. Drives early product adoption through communication, training, and cross-functional collaboration. Requires 1-3 years in customer-facing B2B SaaS roles.
About the job
What You'll Do
- Own onboarding end to end for mid-market PermitFlow accounts, from post-sale handoff through successful launch and transition to Customer Success.
- Support enterprise implementations by owning specific workstreams (e.g., workspace setup, training delivery, stakeholder coordination) alongside the Implementation Manager.
- Serve as the day-to-day point of contact for customers during onboarding, proactively managing communication, expectations, and risk.
- Coordinate cross-functionally with Sales, Customer Success, Operations, Solutions Consulting, and Engineering to align priorities and resolve blockers.
- Lead training sessions for diverse customer stakeholders, including ops teams, sales reps, and executives, tailored to each group's needs.
- Drive product adoption and early value realization through enablement materials, weekly check-ins, and best-practice guidance.
- Track onboarding progress against key milestones and KPIs (e.g., engagement, time-to-value, launch readiness) and flag risks early.
- Build working knowledge of permitting workflows, municipality requirements, and common customer edge cases.
- Maintain, refine, and document scalable onboarding processes, playbooks, and templates.
What We're Looking For
- 1-3 years of experience in customer onboarding, implementation, customer success, or a related customer-facing role at a B2B SaaS company.
- Experience managing onboarding projects with multiple stakeholders, cross-functional dependencies, and customer-facing timelines from kickoff to launch.
- Demonstrated ability to drive adoption and time-to-value, including leading live trainings, distributing enablement materials, and reinforcing product usage.
- Strong project management and communication skills, evidenced by running clear customer calls, maintaining onboarding trackers, and escalating risks proactively.
What We Offer
- Competitive salary and meaningful equity in a high-growth company
- Comprehensive medical, dental, and vision coverage
- Flexible PTO and paid family leave
- Home office & equipment stipend
- Hybrid NYC office culture (3 days in-office/week) with direct access to leadership
- In-Office Lunch & Dinner Provided
Skills
SaaS, Project Management, Customer Onboarding, Stakeholder Management, Cross-Functional Collaboration, Training Delivery, Product Adoption, Onboarding Processes, Communication Skills, Risk Management
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