Lead the end-to-end implementation process for new customers, from kickoff to go-live
Gather and analyze client requirements to tailor our platform to their workflows
Configure customer environments, dashboards, and integrations based on best practices
Develop clear project plans, timelines, and milestones, and communicate progress to internal and external stakeholders
Conduct training sessions and knowledge transfer for client teams
Troubleshoot and resolve technical and operational issues during onboarding
Continuously document and refine implementation playbooks, templates, and checklists
Serve as a trusted advisor to clients, ensuring a positive onboarding experience and smooth handoff
Moonlight as our support team, answering tickets and helping the Customer Success team ensure continued care post go-live

2-4 years experience in an Implementation, Onboarding, Solutions Consultant, or similar customer-facing role (SaaS experience preferred)
Experience in public safety / 9-1-1 is a nice to have
Strong project management skills and ability to juggle multiple customer projects
Excellent communication and interpersonal skills
Technical aptitude—comfortable learning software platforms and understanding complex business logic
Analytical mindset and problem-solving ability
Experience working cross-functionally with technical and non-technical teams
Familiarity with tools such as Google Sheets, project management platforms (Asana, Monday, Jira, etc.), and CRM systems
Bonus: Exposure to Azure, call handling equipment, etc.
Bonus: Experience with GIS

Implementation Specialist

Key skills