Implementation Specialist Job Description

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Implementation Specialist Job Description

Job descriptions
Information Technology

Job summary 1

We are seeking an energetic and motivated person to lead our partners through their onboarding with us and implementation of their first Wisr site. The Implementation Specialist supports end users to ensure they are fully adopting and integrating products into their institutions and managing a smooth transition to our Partner Success team for continued service and use.

Duties & Responsibilities 1

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Work closely with new customers to implement their new Wisr site, including configuration, data workflow, training new users, go-live support, and best practices optimization
Manage the technical and project portions of onboarding new customers
Understand customer use cases and provide guidance on how Wisr can be leveraged to meet and exceed these goals.
Operate cross-functionally throughout the organization, communicating customer needs and project objectives to multiple parties to ensure a successful implementation.
- Work closely with Partner Success Managers during onboarding and culminating in a successful handoff when the implementation has been completed. Included but not limited to creating handoff documents and logging customer feedback
- Create and maintain project plans and other documentation to assist customers with onboarding.
- Manage customer expectations by building relationships, communicating project status, preparing reports, and facilitating regular meetings

Requirements & Skills 1

Bachelor’s Degree
2-3 years relevant work experience in customer-facing roles for SaaS; experience in higher education a plus
- Strong and polished communication skills, including writing, the ability to present training, and comfort in leading client meetings
- Technical aptitude with SaaS and office suite products; experience with customer success platform and support ticketing systems preferred
- Ability to manage multiple tasks and projects at once

Job summary 2

The Implementation Specialist is responsible for implementation management and execution supporting internal and external customers. Including but not limited to project management, consultation, implementation, training, business-related support, and serving as liaison with other teams within Company.

Duties & Responsibilities 2

Requirements & Skills 2

Job summary 3

Our Implementation Specialist position focuses exclusively on onboarding new clients while providing excellent client/advisor service. Our implementation specialist position is supported by a strong sales group, plan document team, and compliance department.

Duties & Responsibilities 3

Provide excellent client/advisor experience during the implementation phase of their plan
Request and coordinate the collection of data such as census information, plan documents, prior compliance testing, and IRS forms from clients and outside professionals
Act as a liaison between clients, advisors, and platform providers during the implementation phase of the plan
Review plan adoption agreements and complete plan provision paperwork for the various platform providers
- Assist clients with plan provision inquiries to ensure a basic understanding of plant operation
- Participate in weekly calls with clients, financial professionals, and platform providers to manage plan timelines
- Set-up internal systems and load information into our compliance software

Requirements & Skills 3

Bachelor's Degree and two or more years of 401(k) industry experience or five or more years of 401(k) industry experience
Ability to manage workload towards weekly goals in a “results only” environment
Excellent written and verbal communication skills
- Excellent time management, organizational skills, and ability to multi-task
- High level of critical thinking
- Coachable and committed to professional development

Job summary 4

We are looking for a bright, engaging, talented Implementation Specialist who will utilize their high-level communication skills to onboard new clients. As an Implementation Specialist, you will be the main point of contact for new clients, and you will be responsible for managing your day-to-day with your assigned clients. As an Implementation Specialist, you will need to be highly skilled in your ability to manage your calendar and also professional in your ability to facilitate client relationships over a series of several calls. You will need to be the teacher and the expert as you guide new customers through the utilization of our software, training them to be able to eventually use the intricate software to create campaigns on their own.

Duties & Responsibilities 4

Onboard new clients and manage your schedule with them over a series of 6 calls.
Take ownership of client issues and follow through until the issues are resolved.
Ability to set the proper expectations and resolve conflicts with clients throughout the setup.
Teaching clients about the email communication campaigns they will eventually develop and manage.
Integrate the client’s CRM with our email communication software.
- Work with customer service tools (Salesforce, RingCentral, Google Docs, etc.).
- Work closely with other Customer Service departments to address customer issues quickly, efficiently, and cohesively.
- Produce performance reporting on clients assigned to you.

Requirements & Skills 4

Prior Project Management, Customer Support, or Implementation experience.
Excellent oral and written communication skills as well as a high aptitude for technology.
Ability to manage and work with people from various backgrounds.
High energy and a passion for digital marketing and customer service.
Highly organized with a can-do attitude.
- Driven and a desire to WIN.
- Any experience in the insurance space.
- Strong technical aptitude.

Job summary 5

The Implementation Specialist will be responsible for working with a customer service team to triage and provide support for customer issues. Apart from supporting the customer service team, the specialist will support project planning, system testing, document preparation, client-facing issues, quality assurance, and prompt turnaround of all assignments. There is potential to convert to a full-time employee for a top performer.

Duties & Responsibilities 5

Monitors project progress by identifying project milestones; tracking activity; resolving problems; publishing progress reports; and recommending actions.
Maintains system protocols by writing and updating procedures. Provide reference material for end-users by writing and maintaining documentation; providing support; and training to all users.
Create and maintain system documentation supporting all application patches and upgrades, creation of tests cases, and performing full cycle testing
Reporting of all system issues (bugs) by clear documentation
Perform, track, and support all non-technical system configurations such as; setting up new user profiles, creating provider profiles, and creating user roles based on new programs
Perform data analysis and documentation through various mechanisms such as claims system, queries; and review of the system; identify potential areas of automation, and reengineer the underlying business process.
- Determines operational objectives by business functions; gathering information; evaluating output requirements; analyzing requirements; constructing workflow charts and diagrams; studying system capabilities; writing specifications.
- Serve as a liaison for IT Manager(s), development staff, and the project stakeholders.
- Elicit business knowledge such as process flows, business rules, and algorithms from knowledge workers.

Requirements & Skills 5

Bachelor’s degree
- 1-2 years of related work experience or entry-level candidates with internship experience
- Experience with special education environments desirable
- Limited in-state travel may be required (10%-25%), especially for initial training and onboarding

Job summary 6

We are looking for a seasoned Implementation Specialist to join our highly rated Customer Experience team to deliver world-class implementations for a range of customers in the US. This is a great opportunity to work in a high performing team with an enviable track record of successful delivery.

Duties & Responsibilities 6

Running a series of implementation workshops aimed at understanding the challenges faced by an implementation customer
Working with your colleagues in the Customer Success team to deliver key workshops and set customers up for success
- Leading the conversation on how L&D teams can use learning experiences to power performance outcomes throughout their organization
- Liaising with the customer’s technical team and our technical resources to ensure that integrations are handled seamlessly and deliver what customers need
- Supporting the customer through all parts of the implementation, and introducing them to other products, services, and areas of support.

Requirements & Skills 6

Experienced in delivering implementations of learning platforms, such as an LXP or LMS with a service mindset
Interested in the challenges our customers face, how to solve them, and what the latest trends are in our industry
High technical learning agility. This is not a technical role but you will want to understand, and be genuinely curious, about all aspects of the technology and be able to communicate with technical teams
- A confident communicator who is diplomatic, and good at adapting approach to meet customer needs, be proactive and able to challenge existing mindsets where appropriate
- Organized, methodical, yet agile and adaptable so that each implementation is tailored to individual organizations
- Flexible, strong worth ethic and with a willingness to travel to deliver workshops.

Job summary 7

We are looking to add an experienced Implementation Specialist to our growing company. This position will report to the Director of Implementation. The Implementation Specialist role entails regular engagement with property management professionals to evaluate client needs, act as a consultant to clients during the account creation process to ensure best practices are being utilized, be an expert and champion of the platform, and provide ongoing, as-needed support for mature clients.

Duties & Responsibilities 7

Collaborate with clients to craft their accounts according to unique needs and specifications.
Work hand in hand with the Account Management team to provide support in ongoing active client management
Utilize project management skills to keep all implementations on schedule, and proactively escalate internally as necessary if/when a client is at risk of not implementing on time
- Nurture active relationships with our customers, and provide a positive customer experience to ensure customers maximize their ROI with our client’s software solution
- Answer incoming email and phone support requests
- Provide feedback to the product team on product enhancements and effectively document software issues encountered

Requirements & Skills 7

Experienced in client implementation with substantial client interaction
Technical, analytical, and very organized
Adaptable to an ever-expanding dynamic team environment
Excel in understanding and utilizing new software systems
- Able to follow multiple simultaneous project timelines and problem solve when implementation deviates from the plan
- A college graduate with a Bachelor's degree (preferred)
- 1-3 years of SaaS support (multifamily industry preferred)

Job summary 8

We are seeking a dedicated professional for the position of Implementation Specialist. The successful candidate will be an integral part of the Professional Services Team in a high-growth organization. This is an exciting opportunity for an individual looking for a fast-paced environment where experience will be drawn upon to effectively assist in completing customer implementations promptly.

Duties & Responsibilities 8

Position will be responsible for conducting training in food service, nutrition management, and point-of-sale software for healthcare and/or foodservice personnel via on-site visits, phone and/or web training
Preparing training schedules and agendas
Directing software implementations
Managing timelines and meeting deadlines
- Maintaining and accurately reporting and documenting ongoing communications with existing customers
- Reviewing and revising customer data
- Providing follow-up service on use of software products

Requirements & Skills 8

Job summary 9

The Implementation Specialist plays a critical role in providing world-class implementation experiences for new customers. They will drive early product education, customer satisfaction, user engagement, and digital implementation initiatives. This is a cross-functional role that works closely with sales, customer success, technical support, and product teams.

Duties & Responsibilities 9

Guide trialing and active customers through successful product deployment for a broad suite of education-serving software platforms
Structure onboarding sessions as conversations that employ active listening and user-driven experiential learning
Leverage effective troubleshooting techniques (call-based and written form) to support clients during the implementation
Ramp up proactively on technical deployments within Google, Microsoft, and Apple device management systems for both new and existing deployment types
Manage onboarding workflow for a high volume of customers undergoing different stages of the sales cycle and experiencing varying levels of need
- Act as an enthusiastic, knowledgeable, and empathetic brand ambassador to new and prospective customers
- Contribute to or own documentation of technical instructions, troubleshooting knowledge bases, and/or cross-functional and internal processes
- Represent early customer experience in cross-functional projects and decisions

Requirements & Skills 9

Prior experience in a role that combines demanding project management and grit with patience and people skills
Prior experience as an IT technician or specialist strongly preferred
Product training, implementation, technical or customer support, and coaching are also valuable
- Clear, engaging, and efficient communication skills, both spoken and written
- Ability to quickly develop rapport and trust with a diverse customer base
- Strong technical and analytical ability

Job summary 10

The Implementation Specialist manages and oversees the post-sale workflow once the contract is signed.

Duties & Responsibilities 10

Facilitate the onboarding of new accounts to get them live on the platform as quickly as possible
- Serve as a point of contact to troubleshoot any issue or difficulty experienced during the setup/activation process (i.e tablet issues, billing issues)
- Answer inbound inquiries via phone or email and provide direction as needed
- Provide feedback on daily workflows, processes, and opportunities for team optimization

Requirements & Skills 10

Frequently asked questions

What does an implementation specialist do?

An implementation specialist is responsible for managing the process of implementing new systems, software, or technology into a company's operations. Their role is to ensure a smooth transition from the old system to the new system, minimize disruptions to the company's operations, and ensure that the new system is fully operational and meets the company's needs. The specific duties of an implementation specialist may vary depending on the industry and company, but they typically include:

Planning: The implementation specialist develops a detailed project plan, including timelines, milestones, and tasks, to ensure a successful implementation.

Coordination: The implementation specialist works closely with the company's stakeholders, including management, IT staff, and end-users, to ensure that everyone is aware of the project plan and their role in the implementation process.

Training: The implementation specialist provides training to end-users on the new system to ensure that they are comfortable and proficient in using it.

Testing: The implementation specialist conducts thorough testing of the new system to identify any issues or bugs and ensure that the system is functioning correctly.

Troubleshooting: The implementation specialist troubleshoots any issues that arise during the implementation process and works to resolve them as quickly as possible.

Documentation: The implementation specialist creates and maintains documentation related to the new system, including user manuals, training materials, and technical specifications.

Support: The implementation specialist provides ongoing support to end-users after the implementation to ensure that the new system is working properly and meeting the company's needs.

Overall, the role of an implementation specialist is critical to ensuring a successful implementation of new systems, software, or technology in a company's operations. They must have excellent planning, coordination, and communication skills, as well as technical proficiency in the system being implemented.

What are the skills of an implementation specialist?

An implementation specialist must possess a combination of technical and soft skills to ensure a successful implementation of new systems, software, or technology in a company's operations. Here are some of the key skills required to be an effective implementation specialist:

Project management: Implementation specialists need to be skilled in project management, including creating project plans, setting timelines, managing resources, and tracking progress.

Technical proficiency: Implementation specialists need to have a solid understanding of the system or technology being implemented, as well as experience in configuring, testing, and troubleshooting it.

Communication skills: Implementation specialists must be able to communicate effectively with stakeholders at all levels of the company, including management, IT staff, and end-users, to ensure that everyone is aware of the project plan and their role in the implementation process.

Training and development: Implementation specialists should have experience in developing and delivering training programs to end-users to ensure that they are comfortable and proficient in using the new system.

Problem-solving: Implementation specialists must be skilled in identifying problems, analyzing data, and developing effective solutions to ensure a successful implementation.

Attention to detail: Implementation specialists must be detail-oriented to ensure that all aspects of the implementation are thoroughly planned, executed, and documented.

Adaptability: Implementation specialists must be able to adapt to changing circumstances, including shifting timelines, unexpected issues, and evolving requirements.

Overall, a successful implementation specialist requires a combination of technical skills, project management skills, and strong communication and interpersonal skills to ensure that new systems, software, or technology are successfully implemented in a company's operations.

Olivia Powell
Recruiting expert

Last updated Sep 25

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Frequently asked questions

What does an implementation specialist do?

What are the skills of an implementation specialist?

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