Implementation Specialist

Dealerware

Implementation Specialist coordinating successful onboarding and launch of Dealerware platform for dealership customers. Focus on project coordination and customer enablement with performance tracking.

Posted 4/25/2026full-timeAustin • Texas • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Hard Skills & Tools

implementationcustomer successoperationsSaaS account supportonboardingtraining deliveryperformance monitoringworkflow documentationdata analysistechnical issue resolution

Soft Skills

organizational skillsmultitaskingcommunication skillsinterpersonal skillspresentation skillsproblem-solving skillscustomer engagementproactive communicationcollaborationadaptability