Implementation Specialist, Client Engagement

Impel•City of Syracuse, NY

About The Position

As an Implementation Specialist, Client Engagement, you will serve as the primary point of contact during new customer onboarding. You'll guide clients through setup, training, and early adoption of our platform, ensuring a smooth and positive implementation experience. Your role will blend relationship management, project coordination, and functional platform expertise.

Requirements

2+ years in client-facing onboarding, support, or customer success, or equivalent experience.
Strong communication and relationship-building skills.
Comfortable guiding users with varying technical skill levels.

Nice To Haves

Project coordination or implementation experience is a plus.

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.
Maintains confidentiality of work-related issues, records, and company information.
Demonstrates a commitment to Diversity, Equity, and inclusion by treating everyone with respect and dignity, ensuring all voices are heard, and advocating for change.