Motivity

Implementation Specialist

• Lead end-to-end implementation process for new customers, ensuring timely and successful onboarding
• Coordinate cross-functionally with internal teams to deliver seamless onboarding experiences
• Own Time to Value (TTV) metrics and drive continuous improvement in implementation timelines
• Support clean handoff from sales and to post-sale team, ensuring all necessary documentation and context is transferred
• Drive activities that directly support customer retention and expansion opportunities
• Identify and communicate upsell or cross-sell opportunities during the implementation phase
• Establish expectations that set the tone for long-term customer success through active listening and staying present in every customer interaction
• Understand customer pain points and work to resolve issues promptly; provide solutions when presented with issues in customer meetings
• Translate customer needs effectively to internal audiences
• Mitigate churn risk by ensuring customers achieve early wins and value realization
• Manage escalations by pulling in appropriate resources from Motivity and customer organizations
• Navigate complex and ambiguous situations with confidence, even when immediate answers aren't available
• Track implementation timelines, milestones, and deliverables using CRM systems
• Maintain accurate and up-to-date project documentation throughout the implementation lifecycle
• Contribute to building out knowledge base documentation for ongoing process improvement
• Ensure all stakeholders are informed of project status and any potential risks
• Demonstrate high level of accountability for project outcomes and customer success
• Deliver engaging and effective training sessions to customers of varying technical skill levels
• Make sense of complex product features and translate them into clear, actionable guidance for customers
• Serve as a dynamic presenter with strong “classroom management” skills, fielding questions while keeping sessions on track
• Support timely responses on clinical questions related to Electronic Data Collection and ABA workflows
• Monitor adoption metrics and proactively address barriers to full platform utilization

Implementation Manager