Our client in Plano, Texas is seeking an Implementation Specicialist. The Implementation Specialist manages the end-to-end onboarding experience for new clients, ensuring a smooth transition from deal close through the client’s first month of active platform use. This role serves as the primary point of contact throughout onboarding, coordinating internal and external deliverables, configuring client accounts, and providing hands-on guidance to ensure customers are fully set up and prepared for success.
This position oversees onboarding as a structured, timeline-driven implementation process—from kickoff through go-live — ensuring accuracy, accountability, and client readiness at every stage.
Key Responsibilities
Onboarding Project Management & Account Configuration
- Create and configure new client accounts and initiate onboarding immediately following the welcome communication
- Lead onboarding kickoff and discovery calls to define scope, timelines, documentation requirements, and client expectations
- Serve as the primary point of contact for clients throughout onboarding, addressing questions from both clients and internal teams
- Own the onboarding timeline from kickoff through go-live, proactively managing milestones, risks, and potential delays
- Track and complete onboarding action items to ensure timely and accurate setup
- Maintain regular check-ins and monitor account activity during the client’s first four weeks as an active customer
Documentation, Data Collection & System Setup
- Process and verify billing authorization and confirm approval with internal billing teams
- Collect, track, and upload required onboarding materials such as user lists, asset or data files, system credentials, and client information
- Validate data formatting and ensure accurate system configuration
- Document all onboarding activities, tasks, milestones, and client communications in the CRM
Technical Enablement & Integrations
- Coordinate authorization and consent forms required for data access or integrations
- Confirm integrations and permissions are activated prior to launch
- Coordinate hardware or software delivery and provide setup guidance when applicable
- Guide clients through integration enrollment and confirm all prerequisites are met
- Collaborate with internal teams to manage escalations, data imports, integrations, and custom configuration requests
Feature Setup & Configuration
- Verify data accuracy across platform features to ensure proper functionality
- Train clients on adding, editing, and managing records within the system
Client Training & Readiness
- Conduct discovery-based, role-specific training sessions tailored to client teams
- Schedule and coordinate training sessions following discovery calls
- Ensure users understand daily workflows, billing processes, alerts, reporting tools, and platform navigation
- Track training completion and confirm readiness prior to go-live
Go-Live Management & Early Lifecycle Support
- Validate go-live readiness by confirming configuration, integrations, billing setup, alerts, and user access
- Monitor account performance during the first 30 days to identify adoption risks or issues
- Serve as the primary client contact during the stabilization period, transitioning support as needed
- Coordinate a formal handoff to Support or Customer Success teams
Internal Collaboration & Order Processing
- Communicate onboarding progress and requirements with Sales, Support, Billing, Product, and Leadership teams
- Convert completed sales orders into invoices as accounts enter onboarding
- Escalate issues through established internal workflows with clear documentation to ensure timely resolution