Implementation Specialist

About the role

The Implementation Specialist at Ivo is responsible for leading the onboarding process for large, complex enterprise customers. This role involves working closely with Customer Success Managers to design and deliver onboarding plans that reflect real-world complexity, existing systems, and high expectations. The Implementation Specialist also manages ongoing implementation support, ensuring that customers feel confident operating independently while knowing when and how to engage Ivo for support.

Responsibilities

• Own Enterprise Onboarding & Delivery
• Lead post-sale onboarding for large, complex enterprise customers, from kickoff through initial steady-state usage
• Act as the customer’s primary implementation owner, coordinating closely with the assigned CSM
• Build trust with senior customer stakeholders by demonstrating strong judgment, structure, and follow-through
• Facilitate structured scoping sessions to understand customer objectives, priorities, workflows, and constraints
• Translate customer goals into clear implementation plans, including workspace structure and document scope, workflow design and prioritization, integration considerations with existing tools
• Create project plans around timelines, dependencies, and outcomes
• Design and support customer-specific Intelligence workflows, intake mechanisms, and fact extraction use cases
• Ensure configurations align with customer operating models and long-term scalability
• Partner with internal teams (legal engineering, product, support) to deliver solutions that meet customer requirements
• Deliver tailored training sessions for customer teams on Intelligence workplace setup and usage, fact extraction and query workflows, best practices for scaling usage across teams
• Ensure customers feel confident operating independently while knowing when and how to engage Ivo for support
• Manage implementation-related requests during onboarding in line with defined SLAs and complexity tiers
• Provide clear status updates, risk flags, and recommendations to both customers and internal stakeholders
• Identify patterns across implementations and contribute to process improvements, templates, and playbooks

Requirements

4–8+ years in implementation, professional services, onboarding, or customer delivery roles for complex B2B SaaS products

Significant experience working with enterprise customers and navigating multi-stakeholder environments

Strong ability to scope ambiguous problems, design structured solutions, and execute against them

Techfluently fluent enough to discuss data models, integrations, workflows, and system constraints (without needing to be an engineer)

Strong customer presence with demonstrated experience managing complex customer projects and software roll-outs

Comfortable setting boundaries, managing expectations, and saying “no” when necessary

Highly organized, with strong written and verbal communication skills

Qualifications

Technical fluency in data models, integrations, workflows, and system constraints

Experience with complex B2B SaaS products

Proven success in managing multi-stakeholder environments

Ability to scope ambiguous problems and design structured solutions

Strong customer presence and project management skills

Comfortable setting boundaries and managing expectations

Highly organized with strong communication skills

Skills

Strong problem-solving and analytical skills

Excellent communication and interpersonal skills

Ability to manage multiple tasks and prioritize effectively

Experience with customer-facing roles and onboarding processes

Benefits

Competitive Compensation: The USD OTE range for this role is $140,000 - $170,000 (excluding equity)

Relocation and Visa Support: We offer relocation assistance for successful applicants moving to SF, as well as support for visa and green card applications where applicable

Medical benefits: Comprehensive medical, dental and vision plans to suit the needs of you and your family

Unlimited PTO: So you can take the time you need to recharge, stay healthy, and bring your best self to work

Office extras: Generous office space in Downtown San Francisco, with snacks, coffee and regular team building events and activities