12twenty

Implementation Specialist

• Lead the customer implementation process from contract signature through full adoption and handoff to Customer Success.
• Manage 30–40 concurrent implementation projects, each involving multiple stakeholders and varying timelines.
• Design, deliver, and adjust project plans and milestone schedules to ensure engagement and momentum throughout multi-month onboarding.
• Conduct live training sessions, working sessions, and executive-level updates via video conference.
• Motivate and guide customers through complex technical rollouts, ensuring platform understanding and operational readiness.
• Serve as the primary point of contact during implementation, navigating different personalities, org structures, and stakeholder levels.
• Collaborate closely with Product, Support, and CS teams to ensure seamless internal alignment and a smooth customer journey.
• Gather feedback, identify risks, and proactively address blockers to protect timelines and outcomes.
• Prepare to take ownership of Alpha or strategic accounts after demonstrating strong mastery of the platform and process.
• Continually surprise and delight customers with a can-do mindset and a customer-first approach.

Implementation Manager