Implementation Specialist

Black Box Intelligence

About The Position

The Implementation Specialist manages multiple client onboarding projects in a changing small-business environment. The role works with customer project teams, Business Analysts, Customer Success Managers, and Sales Representatives to deliver products and services successfully. The specialist listens to customer needs, coordinates internal support teams, and ensures deliverables are completed appropriately and on time. The position reports to the Director, Implementation Services.

Requirements

Manage multiple projects simultaneously with minimal guidance.
Excellent time-management skills.
Attention to detail in note-taking, task management, and communication.
Adapt to change while keeping projects on track.
Good verbal and written communication skills.
Enjoy collaboration, with a preference for face-to-face communication.
Give and receive constructive criticism while working toward aligned solutions.
Be self-directed and self-motivated.
Thrive in a team-oriented environment.
Demonstrate active listening and communication skills.
Be comfortable interacting with people from diverse backgrounds.
Use an organized work method and demonstrate strong analytical and detailed problem-solving skills.
Be authorized to work in the U.S.; work visa sponsorship is not available.

Nice To Haves

Experience with Monday.com.
Advanced knowledge of Excel.
Beginner to intermediate knowledge of SQL or equivalent.
Familiarity with relational databases.
Three to five years of experience preferred.
Four-year bachelor's degree preferred.

Responsibilities

Lead implementation kick-off calls to transition clients from sales to onboarding.
Establish timelines and milestones for internal and external resources.
Track task progress against timelines and escalate timing risks.
Update project status and timelines in the project tracking system, Monday.com.
Communicate status and action items to internal and external stakeholders.
Work with the Analyst team to review data files and provide feedback.
Ensure data loading is complete and quality-assure data to certify customers are ready to go live.
Prepare transition information to support a smooth handoff to Customer Success.
Provide customer training as needed.
Create and update internal and customer-facing training materials.
Provide post-implementation support as needed to assist with Customer Care workload.