Implementation Specialist, Client Engagement

Impel • City of Syracuse, NY

1d

About The Position

As an Implementation Specialist, Client Engagement, you will play a key role in helping new customers successfully launch on our platform. Acting as the primary point of contact during onboarding, you will guide clients through setup, training, and early adoption to ensure a seamless and positive implementation experience. This role blends relationship management, project coordination, and platform expertise. You’ll partner closely with customers to understand their business goals, deliver tailored onboarding experiences, and set them up for long-term success.

Requirements

• Bachelor's degree in a related field
• 2+ years of experience in SaaS onboarding, customer success, implementation, technical support, or another client-facing role
• Experience with Salesforce is required
• Strong communication and relationship-building skills
• Experience managing projects and timelines in a fast-paced environment
• Comfort working with both technical and non-technical users

Nice To Haves

• Experience with SaaS platforms
• System configuration experience
• Software integrations experience

Responsibilities

• Act as the face of the implementation team for assigned clients.
• Lead kickoff calls, status updates, and transition to post-implementation support.
• Understand client business objectives and tailor onboarding steps accordingly.
• Train users on platform capabilities and best practices.
• Stay current on product releases and feature enhancements to effectively educate customers and ensure adoption of best-fit solutions during onboarding.
• Escalate technical or data configuration needs to internal specialists.
• Maintain project timelines and manage expectations.
• Collect and share client feedback with product and services teams.

What This Job Offers

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