Implementation Specialist

Job Purpose

At Fleetworthy, one of our key values is every trip matters. As an Implementation Specialist, you are the driving force behind a customer's journey from signed contract to successful launch and long-term value realization. You don't just onboard customers— you help them transform how they manage fleets, drivers, compliance, and operations.

Key Responsibilities

• Lead Customer Onboarding and Time-to-Value

• Own the implementation process from customer kickoff through successful launch and service activation.
• Partner with customers to understand business objectives, operational workflows, stakeholder expectations, and desired outcomes.
• Establish implementation plans, success criteria, timelines, milestones, and governance structures that keep projects on track.
• Conduct stakeholder interviews and discovery sessions to ensure solutions are configured to support customer goals.
• Drive timely launches that accelerate customer adoption and value realization.

• Deliver a Best-in-Class Customer Experience

• Serve as the primary implementation advisor and trusted partner throughout onboarding.
• Build strong relationships with customer stakeholders and become a credible expert on Fleetworthy solutions.
• Facilitate customer kickoff meetings, weekly status meetings, and executive-level communications.
• Provide personalized training that equips customers to confidently use Fleetworthy's platforms and services.
• Proactively identify risks, remove obstacles, and resolve issues before they impact the customer experience.

• Cross-Functional Success

• Partner closely with Sales, Customer Success Managers, Operations teams, and subject matter experts to ensure a seamless customer journey.
• Translate customer goals and purchased services into actionable implementation plans.
• Coordinate with third-party providers, agencies, and vendors to establish required integrations, access, and service readiness.
• Ensure successful handoffs and alignment across teams throughout onboarding and post-launch support.

• Drive Adoption and Customer Outcomes

• Align customers on measurable success criteria and key performance indicators from the start of implementation.
• Guide customers through solution activation, adoption, and early value realization.
• Support post-launch engagement and optimization activities to ensure customers achieve their desired outcomes.
• Help identify opportunities to expand value through additional Fleetworthy solutions and services.

• Improve Processes and Scale Excellence

• Contribute to the continuous improvement of implementation methodologies, playbooks, and onboarding best practices.
• Help standardize processes that improve quality, efficiency, and consistency across customer implementations.
• Maintain accurate project documentation, implementation records, and progress tracking.
• Provide feedback on project timelines, resource requirements, and process enhancements.

Qualifications & Experience

• Associate's or Bachelor's degree in Business, Management, Communications, or a related field, or equivalent professional experience.

• 1+ years of experience in customer onboarding, implementation, customer service, project management, customer success, or a related customer-facing role.

• Proven ability to manage multiple projects and stakeholders simultaneously.

• Strong presentation, facilitation, and relationship-building skills.

• Experience leading customer meetings, training sessions, and project communications.

• Proficiency with CRM platforms, project management tools, Microsoft Office, and Excel.

• Exceptional organization, attention to detail, and time management skills.

• Strong analytical thinking and problem-solving abilities.

• Self-motivated with a growth mindset and passion for delivering outstanding customer experiences.