Implementations Specialist

Overview

As a Specialist, Implementations, you will provide timely and accurate implementation for all new accounts and updates to existing accounts, coordinating with clients, internal stakeholders and multiple internal teams to deliver the product to meet client needs.

What you'll do

• Evaluate and facilitate new account or account modification requests.
• Follow all standard operating procedures for implementing new account setups and modifications.
• Identify unique setups and consult with multiple departments to provide the best solution for the client in a highly customizable application.
• Collaborate with Sales Executives and Account Managers to ensure all information provided for new or modified accounts and packages is complete and accurate.
• Track all communication and tasks within the designated customer relationship management (CRM) system (e.g., Salesforce) for audit, reporting, and project tracking purposes.
• Demonstrate attention to detail and persistence in executing comprehensive and iterative product testing to ensure functionality, quality, and a consistent product experience.
• Maintain a strong understanding of system workflows, configuration options, and available solutions to support accurate and effective client implementations.
• Perform other related responsibilities or projects as assigned by management.

What you'll need

• High school diploma or general education degree (GED).
• 5+ years of experience in account implementation, technical support, customer service, or a related operational role.
• Experience working in CRM, ticketing, implementation, or case-management systems and maintaining accurate and complete records.
• Confidence initiating conversations with internal and external stakeholders to clarify needs, identify roadblocks, and move work forward.
• Effective active listening and communication skills, with the ability to ask clarifying questions, accurately interpret client or stakeholder information, and capture complete intake requirements.
• Strong logical and analytical thinking skills, with the ability to understand and apply basic conditional logic, including if -> then statements and AND/OR rules, when configuring or troubleshooting system workflows.
• Demonstrated ability to work collaboratively across teams and functions to coordinate activities, resolve issues, and support implementation outcomes.
• Ability to recognize when additional expertise or support is needed and proactively engage colleagues or escalate questions appropriately.
• Eagerness and ability to quickly learn a complex proprietary system, understand system structure and configuration options, and identify appropriate solutions to meet client needs.
• Demonstrated commitment to safeguard confidential client and sensitive individual data including personal identifiable information (PII) and protected health information (PHI) in accordance with company policies, data protection standards, applicable HIPAA requirements, and state and federal regulations.
• Proficient with Microsoft Office applications (specifically Outlook, Teams, and Excel), CRM system (e.g., Salesforce), and other business productivity and task management tools.

Nice to have

• Associates degree.
• Client-facing experience, including communicating requirements, next steps, timelines, or standard system functionality.
• Advanced Excel skills.

Details

• Work location: USA (Remote).
• Training schedule: Monday - Friday, 10a - 6:30p EST.
• Work schedule: Monday - Friday, within operational hours of 7a - 6p EST.
• Physical requirements: sitting up to 8 hours per day, occasional standing or walking, occasional lifting up to 15 lbs.