Vouched

Implementation Specialist

• Own implementation projects from kickoff to go-live, ensuring customers achieve success quickly
• Deliver customer training sessions on the Vouched dashboard and key workflows and develop reusable training materials (decks, recordings, documentation)
• Partner with Sales and Solutions Consultants to provide technical support in customer evaluations, demos, and presales
• Act as second-line technical triage for Customer Success Managers and provide backup support coverage for escalated tickets
• Run SQL queries (Snowflake or similar) to analyze data and troubleshoot onboarding and post-launch issues
• Read and interpret API documentation and developer references to support integrations and reproduce customer issues
• Document and escalate issues clearly to Product and Engineering when fixes are required
• Track and report on onboarding KPIs (time-to-go-live, implementation success rate, customer health at 30 days)
• Build implementation playbooks, training resources, and troubleshooting guides to scale the team
• Identify opportunities to streamline onboarding and reduce time-to-value

Solutions and Implementation Consultant

Customer Success Manager

• Build strong relationships with your accounts and serve as their trusted advisor.
• Proactively engage customers to drive adoption and mitigate churn risk.
• Identify opportunities for expansion and collaborate with internal stakeholders to close them.
• Lead regular business reviews and check-ins with customers.
• Act as the voice of the customer, sharing structured feedback with product, engineering, and leadership.
• Collaborate cross-functionally to solve customer problems.
• Develop comfort reading developer documentation and explaining product functionality to customers.
• Triage basic customer questions and issues; partner with technical teammates on escalations.
• Grow your technical skills over time (SQL, APIs, troubleshooting) with mentorship from the team.