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Implementation Specialist
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Summary
We're seeking a highly skilled, solution-oriented consultant to rescue complex client implementations and restore trust during critical moments. This high-impact role blends advanced product expertise, creative problem-solving, and senior stakeholder communication to ensure long-term success for our enterprise customers. You'll act as the escalation expert, the strategic fixer, and the cross-functional bridge—turning challenging scenarios into sustainable wins.
Responsibilities
- Serve as the escalation lead for at-risk client implementations
- Diagnose root causes and design custom configurations to overcome friction
- Collaborate with Product, Engineering, and Enablement to remove barriers
- Guide senior client stakeholders through recovery plans and technical solutions
- Lead high-impact projects involving evolving configurations or beta features
- Develop strategic resources: playbooks, SOPs, templates, decision trees
- Mentor implementation team members on advanced practices and client alignment
- Advocate for product/process changes using direct field insights
Requirements
- Minimum 8–12 years in SaaS implementation or enterprise onboarding
- At least 4 years with enterprise clients in dynamic, strategic environments
- PMP certification required; SHRM or Change Management certifications are a plus
- Proven success in technical solutioning: configuration, integrations, workflow design
- Experience developing internal enablement tools and scaling best practices
- Strong ability to de-escalate high-stakes conversations and navigate ambiguity
- Expertise in tools such as Salesforce, GuideCX, Excel, Confluence, and LMS platforms
- Confident in root cause analysis and data-informed troubleshooting
ID: 20642613
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