Implementation Specialist

Urban SDK•Jacksonville, FL

32d•Onsite

About The Position

Urban SDK is seeking a detail-oriented and customer-focused Implementation Specialist to guide new government partners through the onboarding and deployment of our transportation analytics platform. This role is pivotal in ensuring agencies realize the full value of Urban SDK by helping them integrate their data, configure their workspace, and adopt the platform for daily operations in planning, engineering, and public safety. The ideal candidate has a strong foundation in software implementation, project coordination, and customer engagement—along with an ability to translate technical workflows into clear, actionable guidance for public sector users. You’ll work closely with Sales, Product, Engineering, and Customer Success teams to ensure every new implementation is delivered on time, with accuracy and impact.

Requirements

Bachelor’s degree in Information Technology, Business, GIS, Urban Planning, Civil Engineering, or a related field, or equivalent experience.
1–3 years of experience in SaaS implementation, GIS analysis, urban planning, or civil engineering.
Familiarity with GIS software such as ESRI ArcMap or QGIS is strongly preferred.
Proven ability to communicate technical processes clearly to non-technical audiences.
Strong organizational skills with experience managing multiple projects simultaneously.
Excellent written and verbal communication skills with a customer-first mindset.
Experience developing or delivering user training and educational materials.
Working knowledge of SaaS tools, CRM systems, and collaborative work platforms.
Willingness to travel occasionally for onsite training or client meetings.

Nice To Haves

Experience working with local government agencies such as public works, police departments, or planning offices.
Familiarity with transportation data, traffic management, or mobility planning concepts.
Experience conducting stakeholder interviews, workshops, or engagement sessions.
Interest in public infrastructure, smart city technology, or transportation innovation.

Responsibilities

Lead new customer onboardings from internal handoff to customer go-live, ensuring seamless delivery and high client satisfaction.
Configure customer workspaces by setting up accounts, verifying boundaries, speed limits, and GIS data layers, and ensuring all modules and features function properly before launch.
Deliver engaging virtual and in-person training sessions to help customers understand how to use the Urban SDK platform effectively.
Collaborate with customers and internal teams to collect, review, and validate GIS datasets and transportation data sources such as speed, volume, collision, and roadway characteristics.
Track timelines, milestones, and deliverables across multiple concurrent implementations, ensuring clear communication with all stakeholders.
Identify and resolve setup issues, escalating to Product or Engineering teams when necessary.
Create and maintain documentation, guides, and templates to continuously improve implementation efficiency and customer experience.
Serve as the main point of contact during onboarding, ensuring agencies feel supported and confident using Urban SDK.
Gather customer feedback and share insights with the Product team to support continuous improvement.