Aurelian

Implementation Specialist

• Own end-to-end implementations from kickoff through go-live
• Define project plans tailored to each customer’s unique needs, resources, and desired outcomes
• Personally configure and deploy Aurelian’s solution and dashboards in customer environments
• Translate real-world emergency response workflows into system configurations.
• Resolve issues across APIs, integrations, and data flows
• Work cross-functionally with engineering, product, marketing, vendors, and customers to unblock progress
• Ensure milestones and deliverables are met on time and at a high standard of quality
• Perform risk management and proactively implement corrective actions
• Drive timelines and stakeholder communication without losing technical depth
• Identify gaps in implementation processes and build scalable playbooks, documentation, and repeatable workflows to improve how we deploy
• Contribute beyond individual implementations by improving team-wide processes and resources
• Conduct in-person training sessions and knowledge transfer for client teams

Implementation Manager

• 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

Support Engineer

• Write and maintain RPA scripts that automate data entry into customer systems
• Deploy, configure, and tune automations on customer Windows environments
• Remote into customer environments to diagnose and resolve issues
• Support the Customer Experience team with technical questions and troubleshooting
• Assist with customer technical onboarding tasks such as phone setup, system configuration, and connectivity verification
• Document common issues, solutions, and runbooks to reduce repeated escalations
• Assist with the most technical of customer support queries in partnership with Customer Experience and Engineering teams