Implementation Specialist

This is a fully remote position.

About Our Client

The organization operates in the cloud-based communications industry, addressing the challenge of connecting people and businesses through advanced technology. It provides communication solutions that enable small business owners to stay connected with customers and manage operations remotely, and offers customized unified communications for larger companies. Additionally, it delivers residential VoIP phone services and smart home security solutions, aiming to make advanced communication technology accessible and competitively priced.

About the Opportunity

The Implementation Specialist serves as the primary contact for onboarding customers to the enterprise communication platform. This role ensures successful implementation by coordinating project activities across internal teams and clients, providing technical guidance, troubleshooting issues, and managing escalations. The position is vital in delivering a smooth onboarding experience, enabling customers to effectively use the company's products.

Responsibilities

• Act as the customer-facing representative for enterprise onboarding, delivering consistent and high-quality service
• Manage the entire onboarding process including provisioning, installation, and product configuration
• Guide customers through the established onboarding steps to ensure effective product use
• Troubleshoot technical issues and escalate when necessary
• Set customer expectations and communicate with internal teams to maintain project schedules
• Collaborate with sales, engineering, and other teams to complete projects on time and identify opportunities for additional services

Requirements

• Minimum of 2 years experience as a Technical Customer Success or Implementation Specialist, preferably in SaaS or call center environments
• Knowledge of networking fundamentals such as TCP/IP, DHCP, and VPN
• Strong communication and presentation skills
• Preferably hands-on experience with wiring, telecom installations, or network cabling
• Experience in project and client management is beneficial
• Strong analytical, problem-solving, and coordination abilities
• Ability to manage multiple tasks and priorities calmly in a fast-paced setting
• Self-motivated with a service-oriented mindset and ability to work independently or in a team
• Proven track record of success with minimal supervision
• Excellent time management, organizational, and analytical skills
• Willingness and aptitude to learn new software and leverage AI tools

Pay

The base salary range for candidates within the United States is $66,000 to $75,000 USD. Eligibility for bonuses, sales incentives, and Restricted Stock Units (RSUs) may apply.

Benefits

• Comprehensive Medical, Dental, and Vision insurance for employees and eligible dependents
• Health plan options including HMO, PPO, and PPO with HDHP plus HSA with employer contributions
• Employer-paid income protection benefits including life, AD&D, and disability insurance
• Flexible Spending Accounts (Healthcare and Dependent Care)
• Commuter benefits
• Voluntary insurance options such as accident, critical illness, and hospital indemnity
• 401(k) plan with employer match and Roth options
• Employee Stock Purchase Plan (ESPP)
• Paid time off, sick leave, and observed company holidays
• Employee assistance program and life balance benefits including travel assistance and identity theft protection
• Additional perks such as discount programs, credit union access, and Medicare assistance