Technical Implementation Specialist

Role Overview

• Partner with customer success to co-design and build the end-to-end digital journey—from the moment a sale closes through every renewal cycle.
• Manage "one-to-many" implementation motions, such as group setup webinars and automated email drip campaigns in partnership with the growth marketing team and education teams
• Partner with teams to Co-Architect in-app guides and self-service configuration tools that empower customers to manage their own setup and account maintenance throughout their lifecycle.
• Standardize implementation playbooks, measuring success by reducing the average time-to-value (TTV) for new customers and increasing adoption rates of key features across the existing scaled customer base.
• Manage a high volume of simultaneous implementation projects, tracking progress within our CRM to ensure no customer—new or returning—is left behind.
• During the busy season, assist with account order processing to ensure new and renewing subscriptions are activated accurately and instantly.
• Anticipate bottlenecks in the high-volume queue and work with teams to build automated fixes that keep the implementation and renewal pipeline moving.
• Gather and analyze data from across the scale segment to continuously improve the digital journey and enhance the user experience.
• Identify common friction points in the customer lifecycle and create "Scale Playbooks," user guides, and FAQs that drive self-sufficiency and retention.
• Maintain accurate customer records in HubSpot, ensuring that the technical health of an account is clearly documented for the Success team.

Requirements

• 3+ Years of experience in implementation, technical support, customer onboarding (or a combination of those), or equivalent experience. Preferably in the EdTech or SaaS space
• Strong JavaScript (Node.js) skills for HubSpot custom-coded actions
• Experience integrating REST APIs (authentication, error handling, data transformation)
• Hands-on with HubSpot Operations Hub: custom code actions, programmable workflows, and data sync
• Deep understanding of HubSpot’s data model, API limits, and workflow architecture
• SQL for reporting, data validation, and troubleshooting
• Git for version control and collaborative development
• Human-Centric Communication: Exceptional interpersonal skills with a proven ability to be patient, empathetic, and effective in 1:1 customer-facing situations.
• Strong ability to multitask under minimal supervision, especially during high-volume seasonal peaks (Back to School)
• Ability to troubleshoot and resolve technical software issues via telephone, email, chats, webinars, etc.
• Demonstrated effectiveness in verbal and written technical communication.
• Strong organizational, project management, and time management skills.

Tech Stack

• JavaScript
• Node.js
• SQL

Benefits

• Comprehensive health benefits including medical, dental, and vision insurance
• Health savings and flexible spending accounts
• Paid parental leave
• Employee assistance program
• Accident & Critical Illness insurance
• Hospital Indemnity insurance
• 401(K) including a company match
• 12 paid holidays annually
• Discretionary Flexible Time Off
• Free access to our products
• Corporate discounts
• Professional development resources
• Access to the Performance and Recovery Center (PARC)
• On-site fitness facility
• On-site locker rooms and showers
• Secure, indoor bike storage
• Access to e-bikes for employees
• Access to on-site Music and Podcast Studio