Implementations Specialist

Essential Functions:

• 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 to efficiently implement client requests.
• 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.

Key Skills & Experience:

• High school diploma or general education degree (GED) required; associates degree preferred.
• 5+ years of experience in account implementation, technical support, customer service, or a related operational role.
• Client-facing experience preferred, including communicating requirements, next steps, timelines, or standard system functionality.
• 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, capture complete intake requirements, reduce miscommunication, and support clean downstream handoffs.
• 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 polices, 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. Advanced Excel skills preferred.

Training/Working Hours:

Training Schedule: Monday - Friday - 10a -6:30p EST

Work Schedule: Monday - Friday - Within the Operational Hours of 7a - 6p EST.

Benefits:

• Personal and Sick Paid Time Off.
• 401k with a highly competitive match.
• 11 Paid Holidays
• Medical/Dental and Vision.
• Group Life Insurance, HSA/FSA
• Employee Assistance Program
• Educational Assistance Program
  

Internal Mapping:

This role aligns to the internal job profile of Specialist, Implementations within the Migrations & Implementations job family.

Physical Requirements:

This position requires effective communication, including speaking and hearing, and the ability to perform close visual work. The role involves frequent sitting (typically up to 8 hrs. per day), occasional standing or walking, regular use of hands and fingers for handling and reaching, and occasional lifting (up to 15 lbs.). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role:

• Ability to communicate effectively, including speaking and hearing.
• Ability to perform work that requires close visual attention, including viewing computer screens and written materials.
• Ability to sit for extended periods of time (typically up to 8 hours per day), with occasional standing or walking.
• Ability to use hands and fingers to operate a computer, keyboard, mouse, and other office equipment.
• Ability to reach with hands and arms as needed.
• Ability to occasionally lift or move objects weighing up to 15 lbs.

Compensation for this role is determined by factors such as skills, experience, education, training, and internal equity. Pay may also vary based on geographic location in accordance with our compensation practices.

Job Pay Range

$16- $24

EEO/M/F/Vet/Disability