Implementation Specialist, SaaS

Role Overview

• Facilitate comprehensive cloud-based DMS onboarding and user training across all dealership departments, adapting to both remote and in-person delivery using web-based tools. 
• Provide engaging instruction and guidance while configuring advanced SaaS workflows, system integrations, and best practices to maximize customer adoption and minimize time-to-value.
• Guide, mentor, and direct additional implementation specialists assigned to projects, coordinating tasks and deliverables in an agile or SaaS-focused project cycle.
• Obtain critical milestone signoffs from key dealership stakeholders, documenting all approvals in digital systems.
• Identify, communicate, and mitigate implementation risks, collaborating cross-functionally and leveraging tools such as Jira or Salesforce to resolve issues quickly and efficiently.
• Manage all onboarding and training activities using digital runbooks, diligently documenting all checklist items and key customer interactions.
• Successfully complete an intensive 8–10 week SaaS product certification and training program, demonstrating application of knowledge in a fast-evolving software environment.
• Navigate customer organizational change, manage resistance, and educate clients on the benefits of Tekion.
• Build and maintain strong, positive relationships with all dealership personnel, championing Tekion as their trusted partner.
• Collect and synthesize user training feedback, relaying valuable insights to internal product and customer success teams for product improvement.
• Represent Tekion professionally in all customer and stakeholder interactions, upholding company values and reinforcing our positive brand reputation.
• All other duties as assigned.  

Requirements

• Minimum 2–5 years’ experience implementing B2B SaaS solutions (ERP, CRM, or similar), including configuring cloud platforms and supporting customer adoption. 
• A Bachelor's degree in business or related field is highly preferred. 
• Understanding of key onboarding and adoption metrics (activation rates, engagement KPIs) within a SaaS business model. 
• Demonstrated success managing customer change in a SaaS environment, including converting customers from on-premise to cloud or subscription-based systems.
• Experience working in an early-stage startup environment is a plus
• Exceptional written and verbal communication skills, interacting with all levels of stakeholders
• Established ability to articulate technical jargon into consumable levels of understanding for adult learners
• Ability to take customer suggestions or insights and translate them into technical deliverables for Tekion Product & Support teams
• 3+ years in Project Management or Project Lead role is preferred
• Travel (flying) is up to 90%

Tech Stack

• Cloud
• ERP

Benefits

• Competitive compensation and generous stock options
• 100% employer-paid top-of-the-line medical, dental and vision coverage
• Great benefits including unlimited PTO, parental leave and free snacks and beverages
• The opportunity to work with some of the brightest minds from Silicon Valley’s most dominant and successful companies
• Be part of an early stage, hyper-growth start-up with the opportunity to grow and prosper
• Work on the latest and coolest technologies – everything is home-grown and built ground-up
• A dynamic work environment with a strong sense of community and collaboration
• The open and transparent culture that encourages innovation, rewards performance and discourages hierarchy
• Exciting opportunities for career growth and development