Remote job
Implementation Specialist
Job details
About this role
Role overview
Guide business customers through the technical onboarding of a cloud communications service. You will coordinate implementation from provisioning and installation through configuration and customer handoff, acting as the main customer contact while keeping internal teams aligned and resolving issues that could delay delivery.
Responsibilities
- Manage onboarding projects, including product provisioning, installation, configuration, and customer guidance. - Set clear expectations and provide timely, consistent customer support throughout implementation. - Troubleshoot technical issues, resolve them when possible, and coordinate escalations when needed. - Track schedules and project risks, communicating with internal stakeholders to keep work on time and within agreed requirements. - Coordinate with sales, engineering, and other teams to complete implementations and identify relevant service opportunities. - Help customers learn to use the service effectively after setup.
Requirements
- At least two years of experience in technical customer success, implementation, or a related role; SaaS or call-center experience is preferred. - Understanding of networking fundamentals, including TCP/IP, DHCP, and VPNs. - Strong customer communication and presentation skills. - Ability to coordinate multiple tasks, adjust priorities, and stay composed in a fast-paced setting. - Analytical troubleshooting, organization, time management, and decision-making skills. - Ability to work independently with limited direction and collaborate effectively with a team. - Comfort learning new technology and software.
Nice to have
- Practical experience with structured or low-voltage cabling, telecom installation, network cabling, or building wiring. - Project management and client management experience. - Interest in using AI tools to improve everyday work.
Benefits and work setup
The listed U.S. base salary range is $66,500–$76,500, with possible additional incentives or equity eligibility. Benefits include medical, dental, and vision coverage; retirement plans with employer match; paid time off, sick leave, and holidays; and other offerings such as disability coverage, healthcare and dependent-care accounts, commuter support, and an employee assistance program.