Implementation Specialist

• The Implementation and Escalations Engineer is a key technical role focused on maximizing the value of the Loan Management Software (LMS) platform through the effective use of product extensions and custom solutions.
• This role is responsible for building, and automating complex workflows, managing data transfers and reporting, and ensuring seamless connectivity between the LMS platform and integrated systems such as Footprint, Taktile, and Workato.
• A crucial aspect of this position is managing and resolving highly escalated support topics and technical incidents related to the implementation, configuration, and function of these product extensions.
• The Engineer provides advanced troubleshooting, deep technical expertise, and cross-functional coordination to ensure long-term stability and customer success, and also guides internal teams on advanced technical problem-solving within the product extension ecosystem.
• Takes ownership of deep learning about our software, its functions, and how it fulfills our customers' needs and how they use the product.
• Develop and implement custom product extensions (e.g., configurations, custom endpoints, or third-party tools like Workato) to meet complex customer workflow, data transfer, and reporting requirements.
• Automate and optimize internal and external processes using product extensions and integrated platforms (Footprint, Taktile, Workato, APIs) to drive efficiency and scalability.
• Own and resolve high-priority, escalated support tickets related to product extension functionality, custom workflows, data integrity, and integration failures.
• Apply expert-level troubleshooting to diagnose technical issues across the core platform, product extensions, and integrated systems.
• Partner with Product, Engineering, and Support to investigate, document, and resolve high-priority customer-impacting problems, including bugs, configuration challenges, and workflow deficiencies in product extensions.
• Mentors Technical Success team members to deepen technical knowledge of product extensions and strengthen advanced troubleshooting capabilities.
• Works closely with Product Management to ensure escalated issues and recurring customer pain points related to product extensions inform the product roadmap.
• Analyzes and tests programs and products prior to formal launch.
• An essential function of this role requires onsite work to collaborate with other team members. Remote work can be conducted at managers discretion and in accordance with company hybrid policy, although the first 90 days are expected to be in office completely to accommodate in person training.

Implementation, Escalations Engineer

• Gather, analyze, and document business requirements for insurance product implementations, enhancements, and system changes.
• Partner with Product Managers, Actuaries, Compliance, and Engineering to translate product specifications, underwriting rules, and regulatory requirements into clear business and system requirements.
• Configure and support the implementation of insurance products, including coverages, rating structures, forms, and underwriting rules within internal systems.
• Review product configuration, rating algorithms, and rate tables to help ensure accuracy, completeness, and alignment with approved filings.
• Research and analyze policy forms, endorsements, and regulatory filings to support compliant product implementation.
• Develop, execute, and document test cases and test scenarios for system, integration, and user acceptance testing.
• Validate rating calculations, coverage rules, policy forms, and system functionality; identify defects, document findings, and partner with technical teams through resolution and retesting.
• Maintain accurate implementation documentation and support knowledge sharing for new product launches and system enhancements.
• Collaborate effectively with cross-functional partners to support timely and accurate delivery of product initiatives.
• Continuously build knowledge of Branch products, insurance concepts, system functionality, and regulatory requirements to increase individual effectiveness and contribution over time.

Senior Implementation Specialist

• Drive root‑cause resolution by investigating integration and installation issues, understanding causal mechanisms, recommending corrective actions, and owning documentation of results.
• Strengthen installation quality by applying and improving key processes such as Installation Quality Assurance, OEM integration, and product selection.
• Enable cross‑functional alignment by gathering input from SMEs and VPI teams, negotiating requirements, and delivering accurate product data and installation guidance to Application Engineers and OEMs.
• Influence machine performance through sound decisions on product selection, design, and integration.
• Serve as the primary technical liaison by building strong relationships with customer technical counterparts and resolving installation issues.

Customer Engineer

• Implement and deliver ALEX to customers
• Troubleshoot customer issues and resolve them delightfully
• Collaborate with internal teams to find helpful solutions
• Analyze customer benefit packages and customer-specific software builds to determine fit with Jellyvision’s proprietary software
• Document and communicate any customer-product fit issues you identify both internally and externally and propose ways to resolve them
• Build excellent rapport with customers
• Communicate project schedules and progress to customers so that they always know where we are in completing each release
• Think at least two steps ahead to try to make everyone’s lives smoother and happier
• Document process and product issues and ideas for improvement so that we are continually getting better at what we do and how we do it

Implementation Manager

• Execute and oversee the technical implementation of retention marketing programs across client accounts
• Transform strategy into execution by building and maintaining email, SMS, segmentation, automation, and onsite conversion experiences
• Support account audits, onboarding projects, and technical account setup
• Lead migrations from platforms such as Attentive, Mailchimp, and others
• Perform technical QA across campaigns, flows, segments, forms, and integrations

• Serve as the primary implementation specialist and trusted advisor from kickoff through go-live.
• Manage a portfolio of customers in various stages of onboarding.
• Lead customer training and activation calls for AI Receptionist and TrueLark products.
• Review and validate customer AI setup preferences, scheduling configurations, business information, insurance settings, and workflow requirements.
• Train customers on AI Receptionist features including:
• - AI Voice
• - AI Texting
• - Online Booking
• - Missed Call Text
• - Unified Inbox
• - Call Intelligence
• - Needs Attention workflows
• Configure and activate TrueLark within Weave systems.
• Conduct test calls and validate customer workflows before go-live.
• Troubleshoot implementation issues and partner with Product, Support, Operations, and Engineering teams when necessary.
• Proactively manage customer expectations and communicate implementation milestones.
• Handle customer escalations and adoption concerns.
• Ensure customers understand how to maximize the value of both Weave and TrueLark.
• Document customer interactions, implementation progress, and next steps.
• Schedule and conduct post-go-live check-in calls to support adoption and long-term success.
• Deliver a five-star customer experience throughout the onboarding journey.

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