Implementation & Customer Success Specialist

Role Overview

We are seeking a proactive, client-focused Implementation & Customer Success Specialist to lead our customer onboarding, deliver exceptional technical support, and guide clients on maximizing the value of our software platform.

In this role, you will serve as the primary partner for our clients from post-sale implementation through their ongoing lifecycle. You will blend technical problem-solving with consultative communication to train users, troubleshoot issues, gather feedback for future product enhancements, and ensure our customers succeed with our platform.

Key Responsibilities

1. Onboarding & Implementation

• Lead the end-to-end implementation process for new client accounts, ensuring timely setup and seamless migration/configuration.
• Guide client administrators through initial setup, technical configurations, and integration workflows.
• Establish clear project milestones and drive onboarding projects to completion.

2. Client Training & Adoption

• Design and deliver engaging live or virtual training sessions for administrators, power users, and end-users.
• Develop, update, and maintain user guides, knowledge base articles, video tutorials, and training documentation.
• Participate in designing and monitoring client usage metrics to proactively identify accounts needing additional guidance or retraining.

3.

Ongoing Technical

Support & Issue Resolution

• Act as the primary point of contact for inbound customer support queries, troubleshooting bugs, workflow questions, and technical issues.
• Investigate, reproduce, and document complex technical issues, collaborating closely with the product and engineering teams to resolve them.
• Maintain high responsiveness and achieve SLA targets for ticket resolution and customer satisfaction.

4. Consultative Account Success & Product Feedback

• Conduct periodic strategic check-ins and account reviews with key client stakeholders to understand their goals and optimize their software usage.
• Act as a trusted advisor, consulting clients on best practices, custom workflows, and feature adoption.
• Gather, synthesize, and advocate for client feedback and feature requests to help inform the internal product roadmap.

Qualifications & Skills

• Experience: 2+ years of experience in customer success, software implementation, technical account management, or technical support (SaaS environment preferred).
• Technical Aptitude: Ability to quickly master software systems, understand relational data/workflows, and troubleshoot technical issues effectively.
• Communication Skills: Excellent written and verbal communication skills; comfortable presenting technical material clearly to both non-technical users and leadership teams.
• Project Management: Strong organizational skills with the ability to manage multiple implementations simultaneously without losing attention to detail.
• Problem-Solving: Resourceful and methodical analytical skills to diagnose issues and develop practical workarounds or solutions.

Preferred Qualifications

• Experience creating documentation, knowledge base content, or video walkthroughs.
• Basic familiarity with data imports/exports, and software integration setups.
• Experience writing basic T-SQL queries to inspect database records and assist with data migrations.
• Advanced Microsoft Excel skills, specifically utilizing complex formulas and data validation to clean and prepare client data for import.
• Hands-on experience using screen capturing/recording software (such as Adobe Premiere, Microsoft Clipchamp) and instructional documentation tools to build user guides, knowledge bases, and visual training materials.
• Previous experience in a client-facing SaaS environment combining onboarding, support, and consulting.

Pay: $50,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) 4% Match
• 401(k) matching
• Dental insurance
• Health insurance
• On-site gym
• Paid time off
• Paid training

Work Location: In person