Customer Implementation Specialist
Location: Remote (US-based)
Employment Type: Full-time
As a Customer Implementation Specialist, you’ll guide new customers through the early stages of their journey — from kickoff to launch. You’ll manage multiple concurrent onboarding projects, driving calls with multiple stakeholders, tracking & monitoring milestones, supporting integration setups, and facilitating training, to ensure each customer is set up for success with AllVoices.
You’ll collaborate closely with Sales, Product, and Customer Success teams to configure accounts, solve setup challenges, and create an exceptional customer experience that drives long-term success.
What You’ll Do
- Own end-to-end onboarding for a set of midmarket and enterprise customers
- Act as strategic project manager for customers during their onboarding, outlining clear milestones, tracking progress, and continually driving the project forward
- Lead onboarding and training calls, ensuring clear alignment on goals, timelines, and key milestones
- Configure customer accounts, including:
- Platform setup and customizations (categories, rule logic, forms)
- HRIS and SSO integrations (setup, troubleshooting, coordination with technical teams)
- CSV imports and case migration projects
- Manage onboarding documentation and project tracking using tools like Dock and Planhat
- Coordinate with Product and Engineering on bugs, configuration questions, and edge cases
- Partner with internal teams (Legal, Security, Accounting) to remove any customer blockers during onboarding
- Proactively monitor onboarding health and progress, escalating risks when needed
- Ensure a seamless handoff to the Customer Success Manager post-launch
What You’ll Bring
- 2–4 years of experience in customer onboarding, implementation, project management, or customer success at a SaaS company
- Strong project management and organization skills — you can effectively drive multiple projects forward at once
- Technical aptitude and curiosity; comfortable learning product configurations and integrations
- Excellent communication and relationship-building skills with both customers and internal teams
- Experience with any of the following tools or workflows is a plus: HRIS or SSO setup (Okta, Entra, ADP), CSV data imports, project management software, Planhat, or similar customer platforms
- A proactive, detail-oriented, and resourceful approach — you enjoy problem-solving and helping drive projects to completion