Customer Implementation Associate

Flywire•Boston, MA

7h•Hybrid

About The Position

The Customer Implementation Associate plays a key role in guiding new customers through onboarding and implementation of Sertifi and Flywire solutions. This role supports the transition from sales to live usage by delivering structured training, reinforcing best practices, and helping customers build strong foundational workflows. By driving consistency, efficiency, and flexibility in how solutions are introduced, this role sets the foundation for successful customer outcomes across day to day operations.

Requirements

1 plus year of experience in onboarding, implementation, customer success, enablement, or similar customer facing roles
Strong communication skills with the ability to clearly explain concepts and guide customers through changes in workflows
Ability to take direction, execute tasks effectively, and continuously learn
Highly organized with strong attention to detail and ability to manage multiple priorities
Comfortable working in a fast paced, evolving environment with a flexible mindset
A proactive approach to problem solving, including asking thoughtful questions and seeking clarity

Nice To Haves

Hospitality experience, including hotels, resorts, front desk operations, or sales and events, is a strong advantage
Exposure to SaaS environments and familiarity with Salesforce, ChurnZero, Google Workspace, Slack, Okta, and Adobe Acrobat is preferred

Responsibilities

Support new customer onboarding by guiding clients through initial setup, training, and implementation of Sertifi and Flywire solutions
Deliver both scheduled and ad hoc trainings to educate customers on best practices, core functionality, and efficient workflow usage
Answer customer questions, provide resources, and help customers become confident navigating and using the platform
Assist in transitioning customers from onboarding to a stable live state using tools such as Salesforce and ChurnZero
Respond to customer inquiries through direct communication, resolving routine questions and escalating more complex issues as needed
Maintain accurate and detailed documentation within Salesforce, including project steps, customer pain points, and key interactions
Collaborate with internal teams including Sales, Customer Success, Product, and Engineering to support customer outcomes and remove blockers
Follow established standard operating procedures to complete setup tasks and troubleshoot issues
Support ad hoc onboarding and implementation initiatives to improve efficiency and execution
Actively ask questions, execute assigned tasks, and demonstrate a willingness to learn and adapt in a fast changing environment