Implementation Specialist
About the role
We are seeking an experienced and customer-obsessed Implementation Specialist to lead our B2B customer support function. The Implementation Specialist owns the complete technical lifecycle of client accounts—from initial pre-sales operational scoping through system integration and ongoing platform upgrades. Situated within Technical Operations, this role serves as the essential bridge between commercial promises and operational execution. They ensure all proposed client workflows are technically feasible across 3PL, laboratory, and delivery logistics, while directly leading external onboarding, portal setups, and mid-lifecycle system switchovers. This hybrid role requires strong leadership, organization, communication, and problem-solving skills, along with a deep understanding of service delivery in a scientific or laboratory services environment.
Responsibilities
- Workflow Architecture: Design, map, and validate end-to-end operational and technical workflows spanning 3PL setup, laboratory processing, and delivery prior to contract execution.
- Pre-Sales Technical Scoping: Collaborate with the Commercial team and Outside Sales to vet technical requirements, API capabilities, and operational boundaries for prospective deals.
- External Client Onboarding: Direct the client-side onboarding process, including user interface training