Implementation & Onboarding Specialist

About the role

The Implementation & Onboarding Specialist serves as the technical expert for system configuration, manages implementation tasks, and designs and delivers a structured onboarding experience. This role requires strong project management, communication, and change management skills.

Responsibilities

• Serve as the technical expert for system configuration, tailoring the 120Water platform to a variety of customer use cases and program requirements.
• Manage and execute all implementation tasks, including data import, system setup, user training, and final configuration sign-off.
• Ensure all technical aspects of the solution are configured accurately and align with the customer's contracted scope and desired outcomes.
• Ensure the organization of the customer’s data aligns with best practices across fields/values and customizations, documenting any unique data strategy decisions with client records.
• Design and deliver a structured and consistent onboarding experience for new customers and existing customers purchasing new software or add-ons.
• Own the customer's journey from signed contract through successful product or service launch ("First Value"), serving as the primary point of contact during the implementation & onboarding phase, setting clear expectations and managing timelines.
• Communicate progress, risks, and challenges clearly to internal stakeholders.
• Secure and provide access to all data, material, or other resources that must be collected from the client for future stages.
• Step into the customer relationship as a temporary guide, trainer, practice facilitator, and concierge, introducing customers to new ways of doing great work.
• Observe early customer behaviors in the product and through usage data to adjust the design of the onboarding experience for faster, more natural adoption.
• Collaborate with the GTM team, Customer Success, Support, and Product Management to ensure a seamless and positive transition through the Internal Knowledge Transfer, Customer Kickoff Call, and completion of the onboarding experience.
• Document customer-specific use cases, configuration details, and lessons learned to inform future product development and service delivery improvements.
• Hand off fully onboarded and configured customers to the Account Manager and additional S&D team members, if applicable, after Implementation & Onboarding has been complete.
• Document onboarding and implementation processes, workflows, and best practices in playbooks and Asana project templates.
• Proactively identify and recommend improvements to the implementation methodology to increase adoption, effectiveness, efficiency, time-to-value, and customer satisfaction.
• Contribute to the creation and maintenance of internal knowledge base articles and customer-facing training materials.

Qualifications

• Minimum of 3 years of experience in software implementation, technical consulting, or customer onboarding role, preferably in a SaaS environment.
• Proven technical expertise in software system configuration, data handling, and troubleshooting.
• Personable, relatable, approachable, patient, and passionate about helping people.
• Proven ability to guide customers through change management and adopt new behaviors.
• Strong project management, communication, and presentation skills (both in-person and via web meeting tools like Zoom).
• Experience with project management tools like Asana or Monday.com is a plus.
• Ability to work cross-functionally and manage multiple implementation projects concurrently.
• Ability to support and maintain the organization's GovRAMP compliance posture, including security control implementation, evidence collection, and coordination with third-party assessment organizations (3PAOs) in alignment with GovRamp requirements.