Technical Implementation & Operations Specialist

Marchex • Seattle, WA

249d • $55,000 - $66,000 • Hybrid

About The Position

At Marchex, customer success and satisfaction are a top priority. The Technical Implementation and Operations Specialist supports this mission by enabling smooth onboarding experiences and delivering operational support to the Customer Success organization. This role ensures accounts are accurately configured, internal teams are fully enabled, and workflows are optimized for scale. The ideal candidate is detail-oriented, technically adept, and passionate about building solutions that improve both team workflows and the customer experience. The Technical Implementation and Operations Specialist plays a key role in supporting the Customer Success organization by enabling smooth client onboarding and driving internal operational efficiency. This role is responsible for onboarding support activities such as new account setup, call tracking campaign implementation, and account configuration. On the support operations side, the specialist helps drive internal enablement by creating training resources, developing process documentation, and building tools that empower the Customer Success team to deliver a high-quality client experience. This role also contributes to backend solutions that enhance platform self-service capabilities and operational efficiency across the organization.

Requirements

• Bachelor's degree in a technical, business, or related field preferred, or equivalent work experience.
• Minimum of 4 years of experience in technical onboarding, customer success operations, or technical implementation roles.
• Hands-on experience working with SaaS platforms and supporting customer onboarding activities.
• Strong skills in creating clear and professional documentation and reporting deliverables using tools such as Microsoft Excel, Word, and PowerPoint.
• Ability to build onboarding materials, process diagrams, and client-facing presentations to support internal and external enablement.
• Familiarity with customer-facing help center solutions (Salesforce Knowledge, Zendesk, Gainsight Community) is a plus.
• Strong understanding of APIs; experience using tools like Postman for API testing and troubleshooting.
• Proficiency with SQL and ability to query relational databases (preferably Snowflake).
• Basic ability to read and understand Python and JavaScript code is a plus.
• Strong project management skills with the ability to manage onboarding schedules and project plans.
• Ability to develop clear, client-facing training materials, documentation, and enablement resources.
• Comfortable delivering training in various formats (live sessions, recorded content, written guides).
• Strong organizational skills and the ability to handle multiple priorities and time sensitive matters.

Nice To Haves

• Familiarity with customer-facing help center solutions (Salesforce Knowledge, Zendesk, Gainsight Community).
• Basic ability to read and understand Python and JavaScript code.

Responsibilities

• Support the Account Directors and/or Director of Sales in onboarding new accounts, including UI organization configuration, user setup, initial call tracking campaign provisioning, and enabling native and API-driven data integrations.
• Maintain onboarding project plans and schedules to ensure timely and successful client onboarding.
• Build and maintain standardized onboarding processes and documentation for internal team use and operational consistency.
• Identify and address gaps in onboarding workflows by collaborating with Product, Telecom, and Engineering teams to drive improvements.
• Participate in client meetings as needed to support technical onboarding and account setup.
• Develop and maintain internal operational documentation, process workflows, and system configuration guides to support Customer Success teams.
• Partner with Product, Engineering, and Marketing to translate client and CS team needs into technical solutions and internal tooling improvements.
• Administer and optimize CS-related technology platforms (e.g., Salesforce, Gainsight Community, Help Center tools) to improve team productivity and client self-service capabilities.
• Analyze customer usage data, system performance, and workflow trends to identify opportunities for automation, process improvements, or additional self-service offerings.
• Provide light technical support for internal systems configuration, workflow optimizations, and minor platform customizations that enhance the customer and internal CS team experience.
• Collaborate cross-functionally to support go-to-market (GTM) initiatives by delivering technical resources, internal enablement materials, and platform configurations aligned with new product or service launches.
• Support professional services projects by delivering light customizations and configurations based on client-specific requirements.
• Create and maintain technical documentation for custom implementations and solution deployments.
• Work closely with various teams, including account directors, sales engineers, and product support to ensure seamless service delivery.

Benefits

• Medical, Dental, Vision insurance
• Life & Disability
• Employee Assistance Program
• Paid Holidays
• Generous PTO
• Retirement Savings (401k/ RRSP)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree