Implementation Specialist

Role Overview

• Deliver engaging virtual training sessions and occasional in-person enablement.
• Own and execute onboarding timelines, ensuring milestones and launch dates are met.
• Lead the setup, configuration, and optimization of Dealerware and B2C rental websites, ensuring launch and B2C site readiness, including validation of configurations, workflows, and user access.
• Assist in preparing training agendas, collateral, and follow-up communications.
• Reinforce platform best practices to drive early adoption and customer satisfaction.
• Stay up to date on new features and product updates to continuously improve onboarding quality.
• Serve as the primary point of contact for assigned dealerships during onboarding and training.
• Set clear expectations with customers regarding onboarding scope, timelines, and responsibilities.
• Proactively communicate progress, blockers, and next steps to Sales and the Customer Success Manager throughout implementation.
• Route technical issues and escalations to internal teams with clear documentation and context.
• Provide post-training reinforcement and best practice guidance.
• Monitor customer usage and performance during the first 15 calendar days post go-live.
• Identify adoption gaps, churn risks, and performance issues, and proactively recommend corrective actions to the Customer Success Manager.
• Contribute to customer-facing success summaries and performance reports.
• Document dealership workflows and internal processes to support continuous improvement.
• Follow best practices and onboarding playbooks, suggesting edits as appropriate.
• Support maintenance of training materials, SOPs, and customer-facing resources.
• Share insights with cross-functional teams to improve product and service delivery.
• Prepare onboarding wrap reports highlighting risks, wins, and recommendations for Customer Success handoff.
• Partner with Sales and CSMs to ensure a smooth handoff, including understanding customer goals, use cases, and configuration requirements.
• Collaborate with the Customer Enablement Program Manager to continuously improve training delivery and materials.
• Work with Product, Partnerships, and Customer Experience teams to communicate customer feedback and implementation challenges.

Requirements

• 1–3 years of experience in implementation, customer success, operations, or SaaS account support.
• Passion for working directly with customers to drive successful outcomes.
• Excellent organizational and multitasking skills.
• Strong communication (written & verbal) and interpersonal skills.
• Dynamic and effective presentation skills.
• Comfort working in dashboards, spreadsheets, and performance data.
• Strong problem-solving skills and ability to navigate ambiguity.
• Ability to travel domestically periodically for top accounts up to 10% of the time.

Benefits

• Competitive base salary with bonus incentive eligibility
• Full benefits (medical, dental, vision, disability)
• 401(k) with company match
• On-demand educational courses via LinkedIn Learning
• Tuition reimbursement and continuing education
• Unlimited paid vacation policy
• Flexible work
• Generous Paid Parental Leave program
• Modern office and a dynamic team in downtown Austin with free parking
• Friendly, small company environment with a progressive culture