Implementation Specialist

Kaleidoscope Group PBC•Minneapolis, MN

11d•$65,000 - $70,000•Hybrid

About The Position

The Implementation Specialist owns the client onboarding experience from kickoff through successful launch and hand-off to Customer Success. As the primary implementation resource on the team, you'll guide clients through requirements gathering, configuration, testing, training, and launch. We're looking for someone with hands-on SaaS implementation experience who enjoys owning the client journey and solving problems along the way. You'll work closely with Sales, Account Management, and Customer Success to understand client goals and commitments, deliver an onboarding experience grounded in best-practice recommendations rooted in scholarship and grants industry expertise, and set clients up for long-term success. This role also has the opportunity to shape how Kaleidoscope approaches implementation as we grow, improving processes, creating repeatable solutions, and using AI to work more efficiently while maintaining a high bar for quality.

Requirements

Bachelor's degree or higher
2+ years of experience in SaaS implementation, onboarding, solutions consulting, professional services, or a similar client-facing implementation role
Demonstrated experience owning software implementations from kickoff through go-live
Experience gathering client requirements, translating business processes into software configurations, coordinating testing, and delivering client training
Strong project management, organization, and follow-through skills, with the ability to manage multiple implementations and shifting priorities
Strong technical aptitude and ability to quickly learn and confidently support new software platforms
Ability to translate client goals and workflows into clear, actionable implementation plans
Experience troubleshooting client issues and navigating implementation challenges to successful resolution
Excellent written and verbal communication skills, with the ability to build trust and communicate effectively with clients and internal teams
Experience collaborating cross-functionally with Sales, Account Management, Customer Success, Product, or similar teams
Comfort using AI tools to improve productivity, with sound judgment to review and validate AI-generated work
Demonstrated attention to detail, ownership, and a continuous improvement mindset
Passion for education, scholarships, and the work our clients do to create opportunities for students
Proficiency with Microsoft Office Suite
Ability to pass a background check
Authorized to work in the US for any employer

Nice To Haves

Experience implementing EdTech, nonprofit, grants, scholarships, or other workflow-based SaaS products
Experience working with software that supports complex application, review, award, or reporting workflows
Experience building or improving implementation processes, playbooks, or methodologies
Experience working in a startup or high-growth SaaS environment

Responsibilities

Own multiple client implementations from kickoff through successful launch and hand-off to Customer Success
Gather requirements and translate client goals and workflows into clear, actionable implementation plans
Build and configure accounts, forms, workflows, and award cycle needs to client specifications and program requirements
Lead client workshops, including helping organizations build new scholarship programs from the ground up
Deliver training across Kaleidoscope's core platform modules so clients can operate independently after go-live
Perform technical and functional testing across applicant, reviewer, contributor, and client administrator workflows, and provide technical support, troubleshooting, and issue resolution throughout implementation
Manage project timelines, milestones, risks, and client expectations
Define implementation success based on client outcomes, including successful first program cycles and time-to-value
Partner with Customer Success to ensure a strong hand-off and foundation for long-term adoption
Participate in pre-implementation discovery calls with Sales to assess client needs, scope, and complexity ahead of hand-off
Partner with Sales and Account Management to understand client commitments, goals, and expectations established during the sales process
Work closely with Customer Success to create a seamless transition from implementation to ongoing partnership
Surface client feedback, product gaps, and recurring implementation challenges to the appropriate internal teams
Serve as the internal implementation subject-matter expert and advocate for a consistent, high-quality client experience
Identify opportunities to improve implementation processes, tools, documentation, and efficiency
Develop repeatable approaches that reduce implementation time and improve scalability
Use AI to accelerate requirements gathering, configuration recommendations, testing, documentation, and training content
Review and validate AI-generated work for accuracy, quality, and client readiness
Identify project risks early and proactively develop solutions to keep implementations on track
Use client feedback and implementation data to identify opportunities for continuous improvement
Meet key implementation speed and quality metrics, including time to implement, time to value, on-time go-live rate, and go-live success rate.
Maintain low post-go-live escalation rates in the first 30, 60, and 90 days as a signal of hand-off quality
Collaborate with teammates to share best practices and process improvements
Serve as a culture champion of Kaleidoscope and work in accordance with company policies and values
Maintain regular and reliable attendance
Perform other duties as assigned