Role Overview

As an Implementation Specialist, you’ll play a critical role in ensuring our customers have a smooth, successful onboarding experience. You'll act as the bridge between our engineering team and our customers —managing the setup, configuration, and launch of our product(s).

Responsibilities

• Lead the end-to-end implementation process for new customers, from kickoff to go-live

• Gather and analyze client requirements to tailor our platform to their workflows

• Configure customer environments, dashboards, and integrations based on best practices

• Develop clear project plans, timelines, and milestones, and communicate progress to internal and external stakeholders

• Conduct training sessions and knowledge transfer for client teams

• Troubleshoot and resolve technical and operational issues during onboarding

• Continuously document and refine implementation playbooks, templates, and checklists

• Serve as a trusted advisor to clients, ensuring a positive onboarding experience and smooth handoff

• Moonlight as our support team, answering tickets and helping the Customer Success team ensure continued care post go-live

Qualifications

• 2-4 years experience in an Implementation, Onboarding, Solutions Consultant, or similar customer-facing role (SaaS experience preferred)

• Strong project management skills and ability to juggle multiple customer projects

• Excellent communication and interpersonal skills

• Technical aptitude—comfortable learning software platforms and understanding complex business logic

• Analytical mindset and problem-solving ability

• Experience working cross-functionally with technical and non-technical teams

• Familiarity with tools such as Google Sheets, project management platforms (Asana, Monday, Jira, etc.), and CRM systems

• Bonus: Exposure to Azure, call handling equipment, and experience in public safety / 9-1-1