Customer Implementation Specialist
About the role
An Implementation Specialist is responsible for guiding new Weave customers through the implementation, training, and activation of the Weave platform during the onboarding process. This role serves as the primary point of contact throughout onboarding, ensuring customers are properly configured, trained, and prepared to successfully adopt scheduling, texting, and communication workflows. You will manage a portfolio of customers at various stages of implementation, balancing project management, customer education, technical troubleshooting, and go-live execution.
Responsibilities
- Serve as the primary implementation specialist and trusted advisor from kickoff through go-live.
- Manage a portfolio of customers in various stages of onboarding.
- Lead customer training and activation calls for Weave products.
- Configure and activate Weave systems.
- Troubleshoot implementation issues and partner with Product, Support, Operations, and Engineering teams when necessary.
- Proactively manage customer expectations and communicate implementation milestones.
- Handle customer escalations and adoption concerns.
- Ensure customers understand how to maximize the value of Weave’s features.
- Document customer interactions, implementation progress, and next steps.
- Schedule and conduct post-go-live check-in calls to support adoption and long-term success.
- Deliver a five-star customer experience throughout the onboarding journey.
Requirements
- 2+ years of experience in customer-facing roles.
- Strong presentation and customer training skills.
- Able to manage multiple implementations simultaneously.
- Excellent verbal and written communication skills.
- Strong technical aptitude and ability to troubleshoot software workflows.
- Able to navigate ambiguity and operate in a fast-changing environment.
- Strong organizational and time management skills.
- Able to build trust and influence customer behavior.
- Demonstrated ability to drive customer adoption and outcomes.
- Experience handling escalated customer situations.
Core Competencies
- Customer Focus
- Project Management
- Accountability
- Problem Solving
- Adaptability
- Resilience
- Communication
- Collaboration
- Resourcefulness
- Results Orientation
What You Will Need To Accomplish The Job
Experience implementing SaaS products.
Experience training customers on software platforms.
Knowledge of healthcare or dental practice workflows.
Basic understanding of networking, phone systems, and integrations.
Ability to thrive in a pilot environment and help shape evolving processes.
Strong relationship-building skills with both customers and teammates.
Self-starter mentality with the ability to identify opportunities for improvement.
Passion for helping customers adopt new technology and achieve measurable value.
Employment with Weave
Employment with Weave is contingent upon the successful completion of a background check, conducted in accordance with applicable laws. At Weave, we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions, scheduling interviews, or reviewing applications against job-related criteria. For additional information, please review the External AI Policy Statement available on our Careers page.
Weave is an Equal Opportunity Employer
We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.