Implementation Specialist

Ivo•New York, NY

3d•Onsite

About The Position

The Implementation Specialist is responsible for onboarding large, complex customers into Ivo’s intelligence tool. This role sits at the center of customer experience, operational rigor, and long-term retention. You will be responsible for onboarding large, complex customers into Ivo’s intelligence tool. This role owns the end-to-end implementation experience in close partnership with Customer Success Managers (CSMs), acting as the customer’s primary guide through scoping, configuration, workflow design, and early value realization within Intelligence. This is not a sales or solutions consulting role. You will work closely with senior lawyers, legal operations, and technical stakeholders at enterprise customers to design and deliver onboarding plans that reflect real-world complexity, existing systems, and high expectations.

Requirements

4–8+ years in implementation, professional services, onboarding, or customer delivery roles for complex B2B SaaS products
Significant experience working with enterprise customers and navigating multi-stakeholder environments
Strong ability to scope ambiguous problems, design structured solutions, and execute against them
Technically fluent enough to discuss data models, integrations, workflows, and system constraints (without needing to be an engineer)
Strong customer presence with demonstrated experience managing complex customer projects and software roll-outs
Comfortable setting boundaries, managing expectations, and saying “no” when necessary
Highly organized, with strong written and verbal communication skills

Nice To Haves

Experience working in a startup environment is preferred but not required.

Responsibilities

Own Enterprise Onboarding & Delivery: Lead post-sale onboarding for large, complex enterprise customers, from kickoff through initial steady-state usage.
Act as the customer’s primary implementation owner, coordinating closely with the assigned CSM.
Build trust with senior customer stakeholders by demonstrating strong judgment, structure, and follow-through.
Scoping & Implementation Design: Facilitate structured scoping sessions to understand customer objectives, priorities, workflows, and constraints.
Translate customer goals into clear implementation plans, including: Workspace structure and document scope, Workflow design and prioritization, Integration considerations with existing tools (e.g., Salesforce, Sharepoint and Google Drive).
Create project plans around timelines, dependencies, and outcomes.
Workflow & Intelligence Setup: Design and support customer-specific Intelligence workflows, intake mechanisms, and fact extraction use cases.
Ensure configurations align with customer operating models and long-term scalability.
Partner with internal teams (legal engineering, product, support) to deliver solutions that meet customer requirements.
Training & Enablement: Deliver tailored training sessions for customer teams on: Intelligence workplace setup and usage, Fact extraction and query workflows, Best practices for scaling usage across teams.
Ensure customers feel confident operating independently while knowing when and how to engage Ivo for support.
Ongoing Implementation Support: Manage implementation-related requests during onboarding in line with defined SLAs and complexity tiers.
Provide clear status updates, risk flags, and recommendations to both customers and internal stakeholders.
Identify patterns across implementations and contribute to process improvements, templates, and playbooks.