Implementation Specialist

Dockwa

About The Position

As an Implementation Specialist at Dockwa, you will guide new marina customers from contract signature to confident, productive use of the platform. You will manage product configuration, data migration, system integration, training, and go-live readiness, tailoring implementations to each marina’s needs and ensuring they are timely and set the foundation for long-term retention. The role reports to the Customer Success leadership team and works across Sales, Product, and Customer Success. You will coordinate with Account Executives during customer handoffs, collaborate with Product teams on complex configurations, and partner with Marina Success Managers to support smooth transitions into ongoing service. The work includes helping marinas adopt digital contracts, configuring POS systems, and migrating dock maps. Successful implementations contribute to time-to-value, product adoption, and gross retention.

Requirements

At least 4 years of experience in Implementation, Onboarding, Customer Success, or a similar customer-facing role.
Strong organizational skills and a demonstrated ability to manage multiple complex projects simultaneously.
Excellent communication and training skills, including the ability to explain technical concepts clearly to non-technical audiences.
Experience with CRM and implementation tools.
Detail-oriented approach to data migration, system configuration, and customer-facing documentation.
Ability to balance multiple priorities, adapt quickly, and thrive in a fast-paced environment.

Nice To Haves

Experience in SaaS or technology-driven environments is preferred.
Salesforce experience is strongly preferred.
Passion for technology, boating, hospitality, or operations is a plus.

Responsibilities

Guide marina customers through product configuration, system integration, and go-live readiness.
Migrate and configure customer data, including rates, inventory, contracts, and dock maps.
Configure POS systems and modular features such as Service, Rentals, and Fuel according to marina operational needs.
Manage implementation timelines to achieve on-time go-lives and minimize customer friction.
Tailor onboarding to customer size, complexity, and technical sophistication.
Conduct training sessions focused on product adoption and operational success for different user roles.
Create and continuously improve training materials, onboarding documentation, and Help Center content.
Train marina staff at different technical levels on product best practices.
Develop customer-facing resources that support self-service learning and reduce support burden.
Identify knowledge gaps and create enablement materials to address recurring customer questions.
Work with Product, Sales, and Support to address implementation challenges and align messaging.
Collect and synthesize customer feedback during onboarding to inform product improvements and roadmap priorities.
Partner with Sales during handoff to align implementation expectations with what was sold.
Collaborate with Marina Success Managers on transitions from implementation to ongoing support.
Surface implementation blockers, technical gaps, and customer experience issues to leadership.
Manage multiple implementations simultaneously while maintaining quality and attention to detail.
Build and refine implementation playbooks for different customer segments and product tiers.
Identify patterns in implementation challenges and recommend process improvements.
Contribute to scaling implementation operations as customer volume grows.