Implementation Specialist

Your Day to Day

• Own the requirements for each onboarding in your portfolio — know what “done” looks like and track every open item against it
• Coordinate across the internal teams who supply pieces of each implementation, holding them accountable for deliverables on time
• Request, arrange, validate, and prepare onboarding files to ensure timely, accurate delivery
• Track status across multiple concurrent onboardings and surface what’s outstanding, stuck, or at risk before it becomes a problem
• Flag risks early to your manager with the context needed to act — and propose a path forward, not just the problem
• Liaise between department stakeholders to keep everyone aligned on project status
• Support customer-facing communication on assigned accounts, growing into direct ownership as you build trust and judgment
• Communicate clearly and concisely in writing — email and async updates are the primary way work gets done
• Spot friction in how onboardings run and bring observations forward to help improve the process

What Success Looks Like

• Earn increasing ownership of customer-facing accounts as you demonstrate judgment and reliability in driving onboardings to completion
• Spot friction in how onboardings run and bring recommendations forward to improve the process for the organization
• Manage multiple concurrent onboardings and customer projects

What You Bring

• 2+ years in software operations, implementation support, project coordination, or a similar multi-stakeholder coordination role
• Comfortable holding many threads at once — you can coordinate several workstreams that each depend on other people without losing track of any
• Process and structure-driven, with a real method for tracking dependencies and making sure nothing slips
• Meticulously organized with excellent written communication skills
• Coachable and self-aware — you take direction well, learn why the system works, and bring your own perspective once you have the context
• Proactive and self-motivated, you’re a beacon of positivity and enthusiasm
• High aptitude and willingness to continually learn new technologies
• Adaptable to ever-evolving processes, with strong personal initiative to execute
• Comfortable supporting US and EMEA times
• Travel to our mandatory quarterly business reviews (QBRs) 4X per year and additional travel as needed

Preferred Experience

• A background or exposure to commercial construction, engineering, and/or design is a big plus
• Experience supporting SaaS implementations or customer onboarding
• Familiarity with project coordination, CRM, or customer success tooling
• Experience with Planhat or other similar CSPs