Technical Implementation Specialist - MakeMusic

Peaksware • Louisville, CO

4h • $58,477 - $97,461

About The Position

We are seeking a highly motivated and detail-oriented Technical Implementation Specialist to join our team. You will be the technical co-architect of our digital customer journey. This is a unique role designed for a "technical humanitarian"—someone who is as comfortable automating processes to scale, writing code within HubSpot’s custom environment, and able to jump onto a 1:1 Zoom call to patiently guide a teacher through a difficult setup. Working hand-in-hand with the Customer Success and Sales Teams, you will design and execute the implementation and adoption plans that ensure our high-volume customer base thrives from day one through every renewal cycle.
Your mission is to ensure that every customer has a seamless, "self-service" path to success. You are a continuous learner who views technical bottlenecks as opportunities to build elegant, automated solutions, ensuring a seamless transition from sales to product adoption. You possess a rare blend of "Systems Thinking" and "Human Empathy," allowing you to architect adoption motions that never feel cold or robotic. You value team members’ input from all levels and work across the organization to bridge the gap between software logic and the everyday needs of music educators. During our peak season, you will also assist in account order processing, ensuring our accuracy and speed remain world-class when our customers need us most.
You will sit with the Implementation team, work in close collaboration with the Customer Success team, and report to the Director, Sales.

Requirements

• 3+ Years of experience in implementation, technical support, customer onboarding (or a combination of those), or equivalent experience. Preferably in the EdTech or SaaS space
• Technical Proficiency & Automation Expertise
• Strong JavaScript (Node.js) skills for HubSpot custom-coded actions
• Experience integrating REST APIs (authentication, error handling, data transformation)
• Hands-on with HubSpot Operations Hub: custom code actions, programmable workflows, and data sync
• Deep understanding of HubSpot’s data model, API limits, and workflow architecture
• SQL for reporting, data validation, and troubleshooting
• Git for version control and collaborative development
• Human-Centric Communication: Exceptional interpersonal skills with a proven ability to be patient, empathetic, and effective in 1:1 customer-facing situations.
• Experience with data analysis and critical thinking, with the ability to use technical insights to identify adoption and expansion opportunities.
• Strong ability to multitask under minimal supervision, especially during high-volume seasonal peaks (Back to School).
• Ability to troubleshoot and resolve technical software issues via telephone, email, chats, webinars, etc.
• Demonstrated effectiveness in verbal and written technical communication.
• Strong organizational, project management, and time management skills.

Nice To Haves

• Bachelor’s degree, preferably in Music or Music Education.
• Prior experience in the music SaaS industry or as a musician and/or music educator.
• Experience using or supporting MakeMusic Cloud (formerly known as SmartMusic).
• Experience with CRM platforms like HubSpot.
• Experience in education.
• Experience with music technology.
• Passion for music.

Responsibilities

• Partner with customer success to co-design and build the end-to-end digital journey—from the moment a sale closes through every renewal cycle.
• Receive new customer handoffs and manage "one-to-many" implementation motions, such as group setup webinars and automated email drip campaigns in partnership with the growth marketing team and education teams
• Partner with teams to Co-Architect in-app guides and self-service configuration tools that empower customers to manage their own setup and account maintenance throughout their lifecycle.
• Standardize implementation playbooks, measuring success by reducing the average time-to-value (TTV) for new customers and increasing adoption rates of key features across the existing scaled customer base.
• Manage a high volume of simultaneous implementation projects, tracking progress within our CRM to ensure no customer—new or returning—is left behind.
• During the busy season, assist with account order processing to ensure new and renewing subscriptions are activated accurately and instantly.
• Anticipate bottlenecks in the high-volume queue and work with teams to build automated fixes that keep the implementation and renewal pipeline moving.
• Manage project timelines for multiple concurrent implementations, ensuring all milestones are met within the agreed-upon Scope of Work (SOW).
• Gather and analyze data from across the scale segment to continuously improve the digital journey and enhance the user experience.
• Identify common friction points in the customer lifecycle and create "Scale Playbooks," user guides, and FAQs that drive self-sufficiency and retention.
• Maintain accurate customer records in HubSpot, ensuring that the technical health of an account is clearly documented for the Success team.
• Integrate and explore opportunities and use cases for AI within workflows, automations, and customer outreach
• Routinely sync with cross-functional teams to ensure our automated onboarding and engagement motions reflect the latest feature enhancements.
• Work with Customer Support to identify common technical hurdles and solve them through better implementation documentation and automated guides.
• Partner with the teams to execute seasonal engagement missions designed to increase adoption and prepare accounts for a seamless renewal.
• Take direction from the Director, Sales to execute on large-scale campaigns and missions as necessary.
• Work cross functionally as needed to iterate on integrations of tools within our tech stack.

Benefits

• We offer comprehensive health benefits including medical, dental, and vision insurance; health savings and flexible spending accounts, paid parental leave; and an employee assistance program.
• Additional coverage options including Accident & Critical Illness insurance as well as Hospital Indemnity are also available.
• We offer several company paid options including Short Term Disability, Long Term Disability, as well as Basic Life Insurance and AD&D.
• Additional coverage options including Employee-paid Supplemental Life Insurance for Employee, Spouse, and/or Child are also available.
• We offer a 401(K) including a company match.
• We observe 12 paid holidays annually and provide discretionary Flexible Time Off. Employees also receive free access to our products, corporate discounts, and professional development resources.
• Access to the Performance and Recovery Center (PARC), our on-site fitness facility, as well as employee only access to on-site locker rooms and showers.
• Employee only access to secure, indoor bike storage and access to e-bikes exclusively to Peaksware employees.
• Access to our onsite Music and Podcast Studio.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level