Implementation Specialist

Position Purpose

The Implementation Specialist is responsible for coordinating and actively executing the successful onboarding transition implementation and operational setup of new clients products programs and services. This role serves as a key liaison between Sales Client Success Operations Product Compliance Accounting and clients to ensure implementations are completed accurately efficiently and in alignment with client expectations operational capabilities and business objectives.

The Implementation Specialist is a hands-on individual contributor responsible not only for coordinating implementation activities but also for driving execution resolving issues following through on operational tasks and doing the necessary detailed work to move implementations successfully from transition to operational readiness.

This role requires a highly organized action-oriented professional who is comfortable rolling up their sleeves managing details navigating operational complexity and working cross-functionally to ensure implementations are completed successfully and clients are positioned for long-term success. The role operates at the intersection of Sales Client Success Operations Product and implementation activities requiring close alignment across strategic client onboarding initiatives transition activities and operational execution.

Duties and Responsibilities

Client Onboarding & Implementation

• Coordinate and actively execute the onboarding and implementation of new clients programs products and operational workflows
• Serve as a primary implementation contact for clients during onboarding and transition activities
• Facilitate implementation meetings discovery discussions readiness reviews and status updates
• Translate client requirements into actionable implementation tasks and operational workflows
• Perform operational setup onboarding coordination and implementation-related follow-through activities
• Coordinate implementation activities across Sales Client Success Operations Product Accounting and other internal departments
• Track implementation milestones dependencies timelines risks and outstanding action items
• Drive implementation progress by proactively following up on unresolved items and operational dependencies
• Support implementation testing validation workflow verification and operational readiness activities
• Identify implementation risks operational gaps and escalation items early and proactively
• Assist with implementation issue resolution and escalation coordination
• Support successful transition of clients into ongoing operational support and Client Success management

Operational Coordination & Workflow Support

• Analyze onboarding and operational workflows to identify implementation needs process gaps and operational dependencies
• Coordinate operational setup activities associated with client onboarding and implementation
• Assist with documenting workflows implementation procedures operational requirements and onboarding processes
• Ensure alignment between client expectations and internal operational capabilities
• Conducts knowledge transfer and coordinates implementation-related training activities when necessary
• Support post-implementation stabilization efforts and operational follow-up activities
• Work directly with internal teams to resolve operational bottlenecks and implementation obstacles
• Assist with monitoring implementation effectiveness and identifying opportunities for operational improvement

Client Communication & Relationship Support

• Build strong working relationships with clients and internal stakeholders
• Maintain proactive professional and responsive communication throughout the implementation lifecycle
• Communicate implementation progress risks delays dependencies and readiness updates to stakeholders
• Help manage implementation expectations and timelines with clients and internal teams
• Demonstrate professionalism and composure while navigating implementation challenges operational issues or changing priorities
• Support a positive client onboarding experience focused on responsiveness accountability and execution

Project Coordination & Execution

• Develop and maintain implementation project documentation timelines meeting notes and status reporting
• Organize and track implementation tasks follow-up activities and operational deliverables
• Coordinate cross-functional collaboration to support implementation success
• Support prioritization of implementation initiatives based on client and business needs
• Contribute to implementation standards templates workflows and process consistency
• Ensure implementation activities are completed accurately and within expected timelines

Continuous Improvement

• Identify opportunities to improve implementation efficiency scalability operational readiness and client experience
• Recommend workflow improvements and operational enhancements
• Assist with development of implementation best practices and standardized onboarding methodologies
• Participate in post-implementation reviews and lessons learned discussions
• Support implementation KPI tracking and reporting activities
• Contribute ideas that improve implementation quality consistency and execution effectiveness

Qualifications

To be successful in this position the individual must be able to perform each essential function. The requirements listed below are representative of the knowledge skill and/or ability required for this position.

Education and Experience/Knowledge Requirements

• Bachelors degree preferred or equivalent professional experience
• 5-8 years of prior experience in client facing software or financial services implementation
• 2-7 years of experience in implementation coordination client onboarding project coordination operations customer success or related business functions
• Strong organizational and time management skills
• Excellent verbal and written communication skills
• Strong attention to detail and follow-through
• Ability to manage multiple priorities and timelines simultaneously
• Strong problem-solving and critical-thinking abilities
• Ability to work effectively across multiple departments and stakeholder groups
• Ability to operate independently while maintaining strong collaboration across teams
• Demonstrated ability to drive execution and follow tasks through to completion
• Ability to adapt in a fast-paced and evolving environment
• Proficiency with Microsoft Office applications and business systems

Preferred Qualifications

• Experience in SaaS insurance premium finance fintech payments or operational service environments
• Experience supporting client-facing onboarding or implementation projects
• Familiarity with workflow mapping operational processes or business analysis
• Experience coordinating operational transitions or client onboarding activities
• Experience working with CRM project management ticketing or implementation tracking systems
• Experience working with enterprise or mid-market clients

Competencies

Client & Relationship Management

• Builds trust and credibility with clients and internal stakeholders through professionalism responsiveness accountability and collaboration.

Communication

• Communicates clearly professionally and effectively across clients leadership operational teams and cross-functional stakeholders.

Execution & Follow-Through

• Demonstrates a strong sense of ownership urgency and accountability while driving implementation activities and operational tasks through completion.

Project Coordination & Organization

• Effectively manages timelines implementation activities follow-up tasks and operational dependencies to support successful execution.

Operational Awareness

• Demonstrates understanding of operational workflows onboarding processes and implementation dependencies while identifying risks and improvement opportunities.

Problem Solving

• Approaches implementation challenges proactively identifies root causes and collaborates with stakeholders to develop practical solutions.

Adaptability & Accountability

• Thrives in dynamic environments adjusts to changing priorities and takes ownership of implementation responsibilities and outcomes.