Dockwa

Implementation Specialist

• Guide marina customers through product configuration, system integration, and go-live readiness
• Migrate and configure customer data including rates, inventory, contracts, and dock maps
• Configure POS systems and modular features (Service, Rentals, Fuel, etc.) based on marina operational needs
• Manage implementation project timelines, ensuring on-time go-lives and minimal customer friction
• Tailor onboarding experience to customer size, complexity, and technical sophistication
• Conduct training sessions focused on product adoption and operational success across various user roles
• Create and continuously improve training materials, onboarding documentation, and Help Center content
• Deliver clear, effective training on product best practices for marina staff at all technical levels
• Develop customer-facing resources that reduce support burden and enable self-service learning
• Identify knowledge gaps and build enablement assets to address recurring customer questions
• Work closely with Product, Sales, and Support teams to address implementation challenges and align messaging
• Collect and synthesize customer feedback during onboarding to influence product improvements and roadmap priorities
• Partner with Sales during handoff to ensure implementation expectations align with what was sold
• Collaborate with Marina Success Managers to create smooth transitions from implementation to ongoing support
• Surface implementation blockers, technical gaps, and customer experience issues to leadership
• Manage multiple implementations simultaneously while maintaining quality and attention to detail
• Build and refine implementation playbooks for different customer segments and product tiers
• Identify patterns in implementation challenges and recommend process improvements
• Contribute to scaling implementation operations as customer volume grows

Customer Success Manager

• Own a book of marina accounts and the relationships inside them.
• Run a proactive cadence: regular check-ins, business reviews, and health monitoring.
• Drive adoption across the platform, including transient bookings, contracts and recurring billing, storage, payments, and reporting.
• Own renewals across your book and partner with Sales on expansion into additional modules and payment volume.
• Partner with Implementation on a clean handoff from onboarding into steady-state success.
• Bring the voice of the customer to Product: synthesize what you hear into clear, prioritized feedback that shapes the roadmap.

Customer Support

• Own inbound support across email, phone, and chat, consistently hitting or exceeding response time targets
• Diagnose and resolve complex software issues; escalate to Product and Engineering with clear, well-documented context
• Maintain expert-level product knowledge across all Dockwa modules, including new releases
• Support customers through accounting workflows, financial reconciliation, and payment-related issues with confidence
• Troubleshoot integrations between Dockwa and third-party accounting platforms (QuickBooks, Xero, etc.)
• Build trust with marina operators and boaters through clear, patient, technically credible communication
• Identify patterns across support interactions and surface actionable insights to Product, CS, and Sales
• Partner with account owners on expansion or engagement opportunities surfaced through support
• Contribute to internal documentation, knowledge base, and process improvements that raise the team's collective capability

Implementation Specialist

Customer Success Manager

Customer Support Representative