Implementation & Customer Delivery Specialist

Rising Tides Solutions, LLC•Richmond, VA

About The Position

This role owns post-sale delivery for a highly configurable B2B SaaS platform. You will lead client implementations from contract handoff through go-live, configuring the platform to client-specific requirements, coordinating internal and external stakeholders, and ensuring scope, timelines, and outcomes are met. This role sits at the intersection of project management, customer delivery, and technical configuration. In addition to delivery ownership, this role plays a key part in driving adoption, expansion readiness, and long-term account success by partnering closely with Sales and Customer Success to identify value opportunities and communicate outcomes clearly.

Requirements

3–5+ years of experience in one or more of the following: SaaS implementation/onboarding, technical project management, customer delivery/professional services, solutions engineering, or post-sales roles
Demonstrated ability to manage multiple concurrent implementations with strong ownership of scope, timeline, stakeholders, and outcomes
Strong customer-facing communication skills with comfort presenting to both end users and executive-level stakeholders
Proven ability to influence, consult, and “sell” ideas, including driving adoption, gaining alignment on recommendations, and navigating objections
Ability to learn and configure a highly configurable B2B SaaS product (workflows, forms, roles/permissions, data validation, etc.)
Strong documentation habits (implementation plans, decisions, risks, change requests) and operational rigor
Willingness and ability to travel as outlined above

Nice To Haves

Experience working with frontline industries (construction, utilities, manufacturing, safety, operations)
Experience in a high-growth startup environment and comfort with ambiguity
Familiarity with basic data concepts (CSV imports/exports, field mapping, validation, data quality)
Experience supporting renewals/expansions through adoption improvement and value storytelling

Responsibilities

Own end-to-end customer implementation immediately following sale through successful production deployment
Translate scoped requirements into platform configuration, workflows, forms, and organizational structures
Configure customer environments including: Custom forms and workflows Organizational hierarchy and user roles Permissions and access controls AI model training inputs and validation
Lead customer onboarding, training, and enablement sessions for administrators and end users
Ensure delivery aligns with contracted scope of work; manage scope changes and expectations
Troubleshoot configuration, data, and workflow issues
Partner with Sales, Customer Success, and Product to ensure a smooth handoff from contract to implementation, including clarification of scope, success criteria, and stakeholder alignment
Act as a consultative advisor—guiding customers toward best-practice workflows and helping them connect platform capabilities to measurable business outcomes
Support customer growth by identifying adoption gaps, surfacing expansion opportunities, and reinforcing value during and after go-live (e.g., additional modules, sites, user groups, workflows)
Confidently present recommendations to customer leadership, address objections, and influence decisions to move implementations forward
Document implementation plans, risks, decisions, and change requests; manage scope changes in a structured way
Collaborate with internal teams to escalate and resolve technical/configuration issues, and communicate status proactively