Implementation Specialist
About The Position
We're seeking a client-focused and detail-oriented Implementation Specialist to join our team. Reporting to the Implementation Manager, this role is responsible for onboarding new Filing Services, Tax API, Diligent Search API, and Connect partners. The Implementation Specialist serves as a product subject matter expert for both partners and internal departments, applying strong project management skills and surplus lines knowledge to deliver a seamless client experience. Success in this role requires strong critical thinking, organizational discipline, and a genuine commitment to client outcomes – working independently in a supported environment while collaborating closely with teammates across the organization.
Requirements
- 2+ years of SaaS implementation experience
- 2+ years of customer service experience, preferably in a client-facing implementation or support role
- Strong project management and organizational skills with the ability to manage multiple implementations simultaneously
- Excellent verbal and written communication skills with the ability to manage client relationships professionally and clearly
- Comfortable working independently in a supported environment while remaining collaborative across teams
Nice To Haves
- Surplus lines tax filing, compliance, or general insurance knowledge preferred
- Experience working with CRM tools and client-facing support ticketing software preferred
Responsibilities
- Guide partners through a successful end-to-end onboarding experience, serving as their primary point of contact throughout the implementation process
- Collaborate with Filing Services and Customer Success Managers to ensure smooth partner handoffs and a consistent client experience
- Manage site configurations and data imports, applying a core understanding of InsCipher portal functions and workflow logic
- Apply project management principles to implementation projects – managing timelines, tracking milestones, and keeping stakeholders informed throughout
- Apply knowledge of the surplus lines insurance industry, tax filing requirements, and state-specific rules to guide clients and support implementation decisions
- Assist with client outreach and the collection of state information, and advise clients on state requirement changes as needed
- Drive post-implementation Net Promoter Scores and consistently meet department KPIs around implementation timelines, effort, and efficiency
- Work independently, take initiative, and collaborate cross-functionally to support broader department and company goals
- Perform other duties as requested, directed, or assigned
Benefits
- Health, dental, and vision plans
- 4 weeks of Paid Time Off
- 10 Paid Company Holidays with 2 floating holidays
- 401K Programs with employer match
- Personal assistance programs for support in a healthy personal and work life
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
