Implementation Specialist

Wicket • Ottawa, ON

5d • CA$70,000 - CA$80,000 • Remote

About The Position

Join our team of trailblazers in Association Technology! Are you ready to make waves in the tech world? At Wicket, we're at the forefront of technological innovation for Associations and Not-for-Profits. As a fully remote team, we're breaking barriers and setting new standards. Join us, and be a part of the tech revolution in the Association and Not-for-Profit space!

Wicket offers two main software products. The first is our Member Data Platform (Wicket Member™), which is the first of its kind and revolutionizes data management for associations. The second is a web and e-commerce platform (Wicket Web™) that caters to the unique website needs of associations, leveraging the power of WordPress and WooCommerce.

Wicket is the creator of the world's first Member Data Platform (Wicket Member™), a revolutionary product that has created a new software category. Alongside Wicket Member™, Wicket is now bringing to market a productized web and e-commerce platform (Wicket Web™) built on top of the open-source WordPress Content Management System.

Our customers are ambitious, impact-driven associations across North America and around the world. They represent leaders in healthcare, engineering, construction, science, law, business, and public service. They are setting standards, advocating for their members, and shaping the direction of entire sectors. We build technology that helps these organizations operate smarter, connect deeper, and amplify their impact.

Learn about Wicket’s culture, benefits, values, and other opportunities at
wicket.io/careers

About You
As Implementation Specialist - Wicket Web™, you will be responsible for designing solutions and meeting business needs through the effective delivery of Wicket’s technology. You will be part of the Customer Experience team and will be committed to the successful onboarding and training of the Wicket Web™ platform.
As our ideal candidate, you’ll become an expert on the Wicket Web™ product, and work closely with customers to understand how their business processes and goals can be mapped to our product offering.
You are someone who is willing to go the extra mile to help ensure the Wicket Web™ platform is exceeding the business goals of our customer. You are a problem solver, a collaborator, and love to find creative solutions to complex problems.
You thrive in a remote-first culture by taking ownership of your work, communicating proactively and clearly, prioritizing effectively, and building strong working relationships across a distributed team.

Requirements

• 2 - 3 years experience working in an implementation role with an enterprise SaaS product
• Experience in website product implementations, or a professional services delivery capacity
• Strong experience working with the WordPress Content Management System, including Gutenberg blocks
• Clear, confident communicator who can translate between technical and non-technical audiences, both written and verbal
• Strong facilitation skills for discovery workshops, UAT walkthroughs, and stakeholder alignment sessions
• Strong documentation discipline, with the ability to produce structured, reusable implementation artifacts
• Sound technical knowledge
• Comfort juggling multiple client implementations and shifting priorities without losing detail or quality
• The ability to work independently and as part of a team
• Strong analytical and problem-solving skills
• Excellent organizational and time management skills
• Detail-oriented

Nice To Haves

• Background in User Experience, Business Analysis or Web Development
• Familiarity with service-oriented implementation models, including client discovery, solution design, configuration, and delivery within a product-based organization
• Experience working in Agile or hybrid delivery environments (user stories, backlog grooming, sprint support)
• Experience supporting API-based integrations (REST, webhooks, JSON, OAuth concepts)
• Strong understanding of data modeling, data mapping, and system interoperability
• Experience working with Member-based organizations, Associations or Not For Profits
• Understanding of information architecture, page layout, and UX design best practices as they apply to web platforms and content-driven experiences
• Experience with WordPress e-commerce plugins including, WooCommerce, WooCommerce Subscriptions and The Events Calendar
• Experience with any commonly integrated platforms; Event Management Systems, Learning Management Systems, Email marketing platforms, etc.
• Understanding of web accessibility standards and inclusive design principles

Responsibilities

• Conduct thorough requirements discovery sessions with clients to understand their business processes, challenges, and goals for implementing the web solution.
• Analyze client requirements and determine the best configuration and customization options within the web platform.
• Collaborate closely with clients to translate their business requirements into actionable implementation plans, ensuring alignment with industry best practices and platform capabilities.
• Leverage in-depth knowledge of tools and technology to configure and customize the web platform to meet client needs effectively
• Produce workflow diagrams, data flow maps, integration diagrams, and feature specifications as part of the customer implementation documentation.
• Lead the configuration of patterns and templates within the web solution to deliver an optimal user experience, while meeting the customer’s business needs.
• Work closely with cross-functional teams, including project management, product, data, and customer support, to ensure seamless integration of the configured solution into the client's environment.
• Document functional and technical requirements for development by translating client needs into clear, well-scoped user stories, acceptance criteria, and implementation notes for internal teams.
• Consult with external vendors and third-party providers to plan, design, and guide integrations with the Wicket Web™ solution, ensuring alignment on data flows, responsibilities, and technical constraints.
• Collaborate with the Customer Experience team to manage tasks and priorities across client implementations.
• Work closely with client stakeholders and technical teams to define integration requirements, including data mapping, API usage, and the end experience for users.
• Collaborate with cross-functional teams, including product development, to implement and test integration solutions, ensuring seamless interoperability between systems.
• Create client-specific user acceptance testing (UAT) plans and instructions, including test scenarios, expected outcomes, and validation steps for configured solutions and integrations.
• Partner with clients during UAT to clarify requirements, triage issues, and ensure feedback is incorporated into final implementation outcomes.
• Act as a technical liaison between clients, external vendors, and internal product and development teams to support successful integration delivery and issue resolution.
• Develop and maintain documentation, including user guides, FAQs, and training materials, to support clients throughout the implementation process.
• Lead training sessions for client stakeholders to ensure a clear understanding of the configured solution and its capabilities.

Benefits

• Competitive salary
• Competitive health benefits (dental, vision, paramedical, prescriptions, out-of-country care) that extend to programs including mental health, employee family assistance, and Best Doctors
• An annual wellness stipend towards gym memberships, fitness equipment, sports fees, etc.
• An annual professional development stipend and dedicated time for professional development
• Highly intentional, progressive practices around feedback, team-building, skills and career development, and peer-to-peer recognition
• An equal opportunity employer who prioritizes diversity and inclusion
• Awesome culture and a growing team that has been around for over 20 years!
• Paid vacation time, paid personal “life leave” and your birthday off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed