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Lead Implementation Specialist at EvenUp | JobVerse
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Lead Implementation Specialist
EvenUp
Remote
Website
LinkedIn
Lead Implementation Specialist
United States
Full Time
1 week ago
$70,000 USD
H1B Sponsor
Apply Now
Key skills
Communication
Customer Success
Sales
About this role
Role Overview
Own all pre-Day 1 file reviews, document checks, and technical issue resolution.
Troubleshoot problems with file splits, document processing, data extraction, or any regeneration failures.
Ensure that all known issues are addressed prior to trial kickoff and that customers begin their trial with clean, stable, and functioning cases.
Act as the direct point of escalation for PES.
Own all troubleshooting during the trial period, including document issues, regeneration requests, setup blockers, or unexpected product behavior.
Coordinate directly with Engineering and Product to surface issues quickly, gather technical details, and relay timely updates back to the customer.
Maintain accurate logs of issues, timelines, and resolutions to support trial success metrics and internal visibility.
Ensure every customer remains unblocked throughout the trial lifecycle.
Act as the central communication channel between customers/prospects and internal technical teams for all support-related matters.
Triage issues, determine urgency, and route them to the appropriate engineering or product owner.
Provide consistent follow-up, ensuring customers are kept informed until full resolution is achieved.
Build and maintain strong relationships with Engineering, Product, Sales, and Customer Success to support rapid diagnosis and execution.
Stay current on all product functionality, upcoming features, and known limitations.
Track release notes, test new features, and proactively anticipate the impact on live trials.
Educate internal teams ahead of calls regarding known issues, workarounds, and new product behaviors.
Requirements
Deep understanding of EvenUp products, workflows, and trial lifecycle processes.
Strong troubleshooting skills, with the ability to diagnose document, extraction, or processing issues.
Highly organized, detail-oriented, and able to manage multiple trial timelines simultaneously.
Excellent communication skills, capable of translating technical issues into clear customer-ready language.
Experience collaborating with engineering and product teams.
Prior experience in support, implementation, customer success, or technical operations preferred.
Benefits
Choice of medical, dental, and vision insurance plans for you and your family
Additional insurance coverage options for life, accident, or critical illness
Flexible paid time off, sick leave, short-term and long-term disability
10 US observed holidays, and Canadian statutory holidays by province
A home office stipend
401(k) for US-based employees and RRSP for Canada-based employees
Paid parental leave
A local in-person meet-up program
Hubs in San Francisco and Toronto
Apply Now
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