Product Support Specialist, Implementation

MNTN

16h•Remote

About The Position

At MNTN, we put our people first, full stop. This allows our company culture to be defined by our team members and their shared values, like trust, ambition, quality, radical honesty, and compassionate leadership. It’s why we all really love working for the Hardest Working Software in Television™ (and also why we were named one of Ad Age’s Best Places To Work in 2025.) We pride ourselves on bringing unrivaled performance and simplicity to Connected TV advertising. Our self-serve technology makes running TV ads as easy as search and social, helping brands drive measurable conversions, revenue, site visits, and more. It’s what led MNTN to being named one of Fast Company's Most Innovative Companies in 2023. You can learn more about us and everything we do by visiting https://mountain.com/. We’re committed to innovation that empowers, not replaces. At MNTN, AI is a tool for growth, enhancing efficiency while keeping a people-first approach. Our goal is to streamline workflows and drive new solutions—without compromising the human element that makes our company great. So if wanting to do more, own more, and make a bigger impact comes naturally to you, then you may be the person we're looking for to join us in our next stage of growth. We’re looking for an Implementation Specialist to join MNTN’s Customer Onboarding team and deliver a seamless, high-impact onboarding experience. In this role, you’ll own the path to go-live for a dedicated book of customers, guiding integrations, leading training, and partnering closely with Customer Success to ensure every customer launches confidently and is set up for long-term success. You’ll collaborate cross-functionally with Sales, Support, and Platform Experience to tailor onboarding plans to each customer’s goals.

Requirements

2+ years in onboarding, implementation, customer success, support, or similar customer-facing roles
Experience guiding technical setups or integrations; SaaS, ad tech, or martech experience preferred
Strong communication and presentation skills across technical and non-technical audiences
Excellent project management and organizational skills; able to manage 40+ concurrent onboardings
Customer-first mindset with high ownership and urgency
Technical aptitude and the ability to translate complexity into clear, actionable guidance
Adaptability in a fast-paced, evolving environment
A collaborative, kind, and solutions-oriented approach

Responsibilities

Own the period of customer onboarding for a dedicated book of business, driving customers to timely, high-quality go-live
Develop a deep understanding of customer goals, technical requirements, and success metrics to tailor onboarding plans
Lead live trainings, feature walkthroughs, and enablement sessions (1:1 and small group)
Guide customers through platform setup and third-party integrations (e.g., Google Analytics, Rockerbox, Northbeam, LiveRamp)
Customize onboarding materials and training content based on customer needs and sophistication
Partner closely with Customer Success to align onboarding strategy with long-term growth plans
Proactively identify and remove blockers that could delay launch
Document progress, outcomes, and next steps in Salesforce
Track and drive performance against onboarding KPIs including time-to-live, CSAT, and early product adoption