Implementation Specialist

Description:

Our AI only creates value once it is connected to a customer's real data and real workflows, and that connection is where implementations stall. The data doesn't match what was scoped, an integration behaves differently than expected, or a customer needs a plain-English answer to a technical question and nobody on the call can give it. You'll report to the Implementation Manager and work shoulder to shoulder with them on live customer projects, partnering with Sales, Engineering, and Customer Success. This role has grown well past coordination. You are the technical liaison who keeps projects moving: you join scoping calls, translate what a customer needs into what we have to configure or build, dig into data issues yourself, and tell customers honestly where their project stands. Some of the problems you hit will be ones nobody here has seen before, with a customer waiting and three teams each holding one piece of the answer.

If learning a complex system fast enough to explain it to a nontechnical person sounds like a fun problem rather than an uphill one, keep reading.

This role will require complete overlap with US Hours.

What You'll Own
 

• The day-to-day experience of your assigned customer implementations. You are the first call for questions on setup, timelines, and blockers, and you raise a problem before the customer finds it.
• The technical side of scoping. You join scoping calls, capture requirements accurately, and make sure what Sales promised, what Engineering builds, and what the customer expects are the same thing.
• First-line diagnosis of data-related issues. You dig into the data yourself to find the cause, then hand Engineering a clear, reproducible problem instead of a vague complaint.
• Alignment on timelines and deliverables. You track every commitment across stakeholders, flag slips early, and keep customers and internal teams working from the same plan.
• A growing share of the Implementation Manager's workload. You shadow them closely at first, then take whole pieces of their workflow off their plate so they can focus on our most complex accounts.
• Improvement of our onboarding process. When the same friction shows up twice, you fix it with a better template, checklist, or doc rather than working around it again.
   

What Makes The Right Candidate Keep Reading

You need to have worked in a customer-facing technical role long enough to be the person who got the call when something broke, and to have learned how to find the answer instead of waiting for someone to hand it over. We need someone with real curiosity who picks up complex systems quickly, explains them to nontechnical people without losing accuracy, and treats a stalled project as theirs to unstick. You'll spend your early months learning directly from the Implementation Manager, so you should be coachable and eager to absorb how they work, with the agency to take ownership the moment you're ready. If you want a narrowly scoped job with a fixed set of tasks, or you'd rather hand off anything technical, this isn't the seat.
 

• Education: Bachelor's degree preferred but not required; equivalent practical experience is welcome
• Skills: Excellent written and verbal English; strong technical aptitude and comfort troubleshooting data issues; strong problem-solving skills
• Experience: 2+ years in a customer-facing technical role (Technical Account Manager, Implementation Specialist, Solutions or Support Engineer, or similar), ideally at a startup, with experience working remotely across teams