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Implementation Specialist

• Execute end-to-end onboarding for new customers using defined frameworks and playbooks
• Support customer configuration, setup, and training to enable early product adoption
• Track onboarding progress, milestones, and readiness using internal tools
• Identify risks or blockers early and escalate appropriately
• Ensure clean handoff to Commercial or Account teams once onboarding is complete
• Serve as the day-to-day delivery contact during the onboarding window
• Respond to customer questions related to setup, configuration, and product usage
• Coordinate with Engineering and Product to resolve onboarding-related issues
• Follow established communication standards and delivery rhythms
• Capture customer feedback, usability issues, and defects encountered during onboarding and early adoption
• Log bugs and delivery issues with clear reproduction steps, customer context, and observed impact
• Follow defined triage and escalation paths to Engineering and Delivery leadership
• Communicate issue status and next steps to customers during the onboarding window in alignment with delivery standards
• Contribute to onboarding documentation, guides, and templates
• Help improve onboarding workflows, checklists, and internal tools
• Capture delivery insights and customer feedback for leadership review