Implementation Specialist

The purpose of this role is to deliver successful customer implementations by guiding clients through a seamless onboarding experience and ensuring they quickly achieve measurable value. The Implementation Specialist will focus on accelerating time-to-value, driving best practices, and taking a consultative approach to set customers up for long-term success. Key metrics for success in this role include achieving a high pilot win rate—converting trial customers into long-term clients—and maintaining a strong implementation completion rate, ensuring customers cross the finish line and are fully onboarded and enabled for success.

Job Description: 

The Implementation Specialist will lead and own customer onboarding, ensuring a seamless and high-impact implementation experience. This role is pivotal in guiding customers from sales handoff through onboarding and ultimately into a successful steady state with Customer Success. The Implementation Specialist will collaborate closely with cross-functional teams, including Sales, Customer Success, Support, Product Management, and Engineering, to ensure timely, high-quality implementations and quick time-to-value for our customers.

In this fast-paced, team-oriented environment, you’ll be responsible for managing multiple client implementations, problem-solving challenges that arise, and removing obstacles to maintain momentum and meet delivery goals. This role also involves contributing to the development and refinement of scalable implementation processes and best practices, helping to shape how Applause delivers value to its growing customer base.

Responsibilities 

• Manage 40 active implementations at any given time.
• Lead and collaborate on all customer implementations as part of a team-based approach, ensuring a seamless handoff from Sales and a smooth transition to Customer Success.
• Help clients get set up on our software quickly, providing consultative guidance and best practices to ensure they achieve value fast.
• Track and report on key implementation KPIs while proactively identifying and mitigating risks to keep projects on track.
• Deliver regular status updates and progress reports to both clients and internal stakeholders, ensuring alignment, transparency, and timely communication.
• Collaborate with Product and Engineering teams to surface feedback, influence the product roadmap, and enhance the customer experience while continuously refining scalable implementation processes.

➔ 2-5 years of prior Program Management and/or Onobarding B2B Customers

➔ Client Success experience within SaaS is a plus but not required 

➔ Extremely organized 

➔ History of following through on commitments 

➔ Strong work ethic 

➔ Very effective in a remote-work environment