Implementation Specialist 2, Catholic

Pushpay • Colorado Springs, CO

8d • Hybrid

About The Position

The Implementation Specialist II manages onboarding and implementation of Catholic customers across all segments, helping customers successfully adopt the Pushpay product suite. The role provides high-quality post-sale service, drives product adoption and customer satisfaction, and manages multiple implementations and customer relationships. It involves coordinating with Product, Service Delivery, and Customer Success teams; developing account-specific plans; reviewing account results and metrics; demonstrating value and ROI; and recommending process or procedure changes. The specialist also supports customer retention, monitors parish software market conditions and competitive activity, and reports on progress and forecasts to management. The role receives direction from the VP and Director of Implementation and guidance from Customer Success Team Leads.

The position uses a hybrid work model of three days in the COS office and two days remote, with remote work available in approved states. The work is primarily sedentary and involves extended periods at a desk using a computer, along with standard office equipment. Occasional lifting of up to 50 pounds, walking, bending, or standing may be required.

Requirements

• BA/BS degree.
• At least 3 years of experience working in SaaS onboarding and implementation or as a Customer Success Manager.
• Excellent verbal and written communication skills.
• Ability to identify, critique, suggest, and implement improvements to client and business optimization processes.
• Strong problem-resolution skills, including the ability to engage internal teams to resolve client issues.
• Proactive mindset and ability to work in a startup environment with minimal supervision.
• Experience with CRM software, such as Salesforce.
• Ability to prioritize and manage workload to meet deadlines.
• Ability to manage multiple concurrent client relationships.
• Strong organization and work ethic.
• Ability to anticipate change and adjust priorities accordingly.
• Understanding of key drivers of success for Catholic parishes.
• Understanding of industry culture, products, and services.
• Excellent attention to detail and ability to produce accurate, high-quality work.

Nice To Haves

• Bilingual Spanish ability, including translating verbal and written communication and speaking with customers in Spanish; this is not required.

Responsibilities

• Project-manage onboarding and implementation of Catholic customers, manage a pipeline, and meet or exceed KPIs.
• Develop expertise in the Pushpay product suite and set appropriate customer expectations.
• Deliver high-quality customer interactions, drive product adoption, and manage multiple simultaneous implementations.
• Coordinate with Product, Service Delivery, and Customer Success teams to execute implementations.
• Develop and execute account plans and strategies tailored to each account.
• Review assigned accounts, highlight results, analyze metrics, demonstrate value and ROI, and recommend process or procedure changes.
• Develop existing customer relationships in line with the company service process and support maximum customer retention.
• Maintain knowledge of parish software market conditions and competitive activity.
• Achieve monthly, quarterly, and annual goals and provide accurate, timely reports and forecasts for management.

Benefits

• 100% employer-paid premiums for the employee Medical HDHP Plan, Dental, and Vision.
• 70% employer-paid premiums for the employee Medical PPO Plan and for dependents' Medical, Dental, and Vision.
• 401(k) match.
• 12 paid company holidays.
• 2 paid Volunteer Time Off days.
• 15 days of PTO to start, increasing with tenure and seniority.
• Paid parental and adoption leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level