Implementation Specialist

DocNetwork•Ann Arbor, MI

1d•$50,000 - $60,000•Hybrid

About The Position

DocNetwork, through the CampDoc and SchoolDoc platforms, provides innovative health and safety solutions to a diverse group of organizations, which include traditional day and residential camps, YMCAs, JCCs, Girl Scouts, Boy Scouts, parks and recreation facilities, colleges and universities, and K-12 public, private, and charter schools. Our suite of products integrate seamlessly to help ensure the health and safety of the participants for the organizations we serve. Our team, headquartered in Ann Arbor, MI, is dedicated to our core value of “honest work” where our customers, our company, and our community win together. Delivering beyond expectations and an open posture toward growth enables our company and team to excel, while our social outings, team lunches, and a culture of fun and collaboration help us to bring our best selves to the challenges ahead. Our full-time team members enjoy a range of insurance benefits (Medical, Dental, Vision, Life, & Pet), with additional perks to boot (Flex PTO, 401k with company match, Remote Work options, Flex Schedules, Professional Development and Wellness Budgets, Volunteer Time Off, and much more!). We think you’ll love being a part of our team! We’re looking for a passionate, customer-focused Implementation Specialist to join our Client Success Team. As part of a collaborative pod, alongside a Client Success Manager and reporting to a Client Success Lead, you’ll support a diverse portfolio of clients by designing, building, and delivering their custom solutions on time. You’ll play a crucial role in ensuring a smooth transition for new clients by serving as their primary point of contact during the implementation process. You will also be responsible for preparing the accounts of our existing clients to ensure a successful, on-time launch each season. You may be a good fit for this role if: You are passionate about helping clients succeed and driving business impact. You excel at managing multiple deadlines and can prioritize tasks based on urgency and importance. You appreciate challenges that require creativity, organization, and outstanding communication to overcome hurdles. You work well independently, behind the scenes, but also enjoy client-facing interactions and collaboration. You welcome the exciting challenge of working with 120+ custom accounts.

Requirements

Experience configuring SaaS products or working with web-based tools that require understanding of logic-based workflows, settings, or data structures.
Excellent organizational and time management skills. Proven ability to manage multiple client projects simultaneously and meet competing deadlines.
Strong communication and consultative skills.
A problem-solving mindset with a proactive approach to client engagement.
Ability to maintain a high level of attention to detail while working on multiple customized accounts at once.
Tech-savvy with the appetite and aptitude to become an expert in our platform
Adaptability and comfort in fast-paced, evolving environments.

Nice To Haves

Experience in an implementation, consulting, or account management role preferred.
Proficient in MS Excel and Google Sheets

Responsibilities

Work collaboratively with your Client Success Manager and Lead to support a portfolio of 120+ accounts.
Manage the annual account review process, ensuring timely and accurate configuration.
Interpret information supplied by clients to design customized solutions that support their administrative needs and enhance user experience.
Guide clients through the setup and review process with clear communication and virtual support.
Build meaningful connections with clients by communicating proactively throughout the review process with clarity and kindness.
Configure and implement client accounts within our application based on their business needs and usage patterns.
Become a subject matter expert on the platform’s functionality, configuration options, and best practices to support optimal client setup.
Advise clients as a trusted consultant on how to effectively design and optimize their account.
Collaborate within your pod and internal teams to find solutions that drive retention and growth.
Collect and share client feedback to inform strategic and continuous product improvements.
Foster a collaborative and inclusive work environment that supports teamwork and innovation.
Support the broader Client Experience team by flexing across Client Success, Customer Support, and Training as needed, including assisting with support emails/calls during the peak season (summer).