Exer AI

Implementation Specialist

• Own the onboarding process for new customers from signed agreement through burn-in.
• Plan and lead go-live activities, including technical setup, workflow alignment, and training coordination.
• Deliver both in-person and virtual training sessions for clinicians, therapists, and staff.**Ensure each site achieves key early metrics (user activation, scan completion, workflow confidence).
• Track readiness and progress through internal checklists, reports, and status updates.
• Monitor early utilization data and identify trends, risks, and opportunities during burn-in.
• Partner closely with the VP of CS to document early success stories and surface learnings from pilots.
• Transition mature accounts smoothly to long-term CSM ownership, ensuring continuity of relationships and context.
• Deliver follow-up trainings and workflow refinements to ensure customers continue to use Exer effectively and efficiently through burn-in.
• Support the Customer Success team by maintaining customer coverage and contributing as needed across ongoing initiatives and day-to-day operations. Success in this role requires a team-first mindset, strong communication, and a willingness to step in and help beyond defined responsibilities when needed.
• Maintain detailed documentation on each onboarding phase and customer milestone.
• Help standardize onboarding playbooks, training templates, and implementation guides.
• Capture and share implementation feedback and training insights with the Customer Success team to inform continuous improvement and customer engagement strategies.
• Support data-driven decision-making by tracking time-to-launch, user activation, and training completion metrics within CS processes.
• Coordinate with Sales and the Customer Success team to align on scope and site expectations prior to kickoff.
• Collaborate closely with internal teams through Customer Success to help resolve implementation issues and streamline workflows.
• Surface customer feedback and implementation insights to internal teams to support continuous product and workflow improvements.

Implementation & Training Specialist