Lead Implementation Specialist

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