Implementation Specialist
1 нед. назад
Remote
project managementdata migrationworkflow configurationtrainingcustomer coordination
Manage customer implementations from post-sale to go-live, coordinating configuration, data migration, training, and launch readiness.
Обязанности
- is looking for an Implementation Specialist to help new customers successfully transition onto and get their teams operational as quickly and confidently as possible.
- You’ll own the implementation process from post-sale handoff through go-live, coordinating configuration, data migration, workflows, training, and launch readiness.
- This role is highly project-oriented. You'll manage multiple implementations simultaneously while working closely with customers and internal teams to keep projects organized, remove blockers, and ensure customers are prepared to operate successfully in .
Требования
- 2–4+ years of SaaS implementation, onboarding, project management, or customer success experience.
- Strong project-management and organizational skills.
- Ability to manage multiple customer implementations simultaneously.
- Comfortable learning complex software and becoming highly proficient in product configuration.
- Strong customer communication and training skills.
- Ability to troubleshoot problems and coordinate effectively with technical teams.
- Comfortable working in a fast-moving environment where processes continue to evolve.
- Healthcare, EMR, medical aesthetics, wellness, payments, or vertical SaaS experience is a plus.
Другое
- Own customer implementations from Sales handoff through successful go-live.
- Build and manage implementation plans, milestones, responsibilities, and timelines.
- Coordinate customer and internal stakeholders throughout the project.
- Identify risks, dependencies, and blockers early and drive them toward resolution.
- Maintain clear communication around project status and next steps.
- Guide customers through configuration of their environment.
- Help customers translate existing operational workflows into .
- Coordinate setup across areas such as: Providers and staff
- Locations
- Scheduling
- Services and catalog
- Forms and consents
- Payments
- Patient communications
- Inventory
- Memberships
- Online booking
- Integrations and other applicable features
- Validate configuration prior to go-live.
- Coordinate data migration requirements between customers and internal technical teams.
- Help customers understand what data is required and how it should be prepared.
- Track migration progress and validate readiness with the customer.
- Coordinate third-party integrations and dependencies when applicable.
- Escalate technical blockers with clear documentation and business impact.
- Coordinate and deliver role-based customer training.
- Ensure administrators, providers, front-desk teams, and other users understand the workflows relevant to their roles.
- Develop a clear go-live readiness checklist for each implementation.
- Identify knowledge gaps before launch and coordinate additional training where needed.
- Provide additional support during the transition into live operations.
- Identify recurring implementation friction and opportunities to improve 's onboarding process.
- Help develop implementation templates, playbooks, checklists, documentation, and training resources.
- Partner with Product and Engineering on recurring implementation blockers.
- Help move repeatable onboarding activities toward scalable self-service experiences.
- Customers launch on time with minimal disruption to their businesses.
- Implementation timelines and responsibilities are clear to customers and internal teams.
- Data migration and configuration issues are identified before go-live.
- Customers enter ongoing CX management with strong platform knowledge and clearly defined workflows.
- Time-to-value and time-to-go-live improve as implementation processes become more standardized.
- Fewer post-launch support issues originate from incomplete configuration or training.
- Implementation owns the question:
- The Implementation Specialist drives that process from beginning to end, while creating a clean transition to the CXM who will own the customer's long-term success.