Technical Implementation Specialist

Everway

1d•Hybrid

About The Position

Every mind is unique. Yet much of the world is still built for what’s considered "normal," leaving too many people behind. At Everway, we change that by creating technology that helps everyone understand and be understood. By understanding and addressing the unique needs of each individual, we're creating a world where differences are recognized and valued. Our careers fit real life. When you join us, you’re not just taking a job. You’re joining a movement to build a more neuroinclusive world. We’re a global community of over 800 employees spanning North America, UK, Europe, Australia, and New Zealand. A career here is purposeful and fast-moving, with clear expectations, modern tools, and the clarity to focus on what matters most. Our people are supported and encouraged to show up as they are, with different ways of thinking welcomed and valued. We pride ourselves on our core values that are embedded within our culture. These are to be curious, have courage, and commit fully. Join us at Everway - together, we can unlock the full potential of every mind. About the role As an Implementation Specialist at Embrace, you'll guide new customers through onboarding and implementation, helping them adopt our products quickly and successfully. You'll manage the implementation journey from kick-off through to go-live, ensuring customers achieve value as early as possible. Working closely with Sales, Customer Success, Product and customers, you'll deliver structured implementation services, provide product training and continuously improve the onboarding experience to support consistent, scalable delivery.

Requirements

3+ years' experience in implementation, onboarding or a customer success-related role, ideally within EdTech or SaaS.
Strong project management and organisational skills, with the ability to manage multiple customer implementations simultaneously.
Communicates clearly and effectively with customers and internal stakeholders, including delivering product training and onboarding sessions.
Experience using CRM and project management tools (for example Salesforce or Gainsight) and using data to monitor progress and outcomes.
Demonstrated ability to help customers achieve successful adoption and realise value from a software product.

Nice To Haves

Knowledge of the education sector, particularly K-12 or Higher Education.
Experience designing or improving onboarding and implementation processes.
Experience delivering training within educational environments.
Familiarity with implementation metrics such as Time to Value (TTV) and other customer success KPIs.
Degree or equivalent experience in education, business or a related discipline.
Experience using AI-enabled tools to improve implementation processes, documentation or customer onboarding workflows.

Responsibilities

Guide new customers through a structured implementation process from onboarding to go-live, ensuring each customer reaches key implementation milestones.
Help customers achieve Time to Value (TTV) by tailoring implementation plans to their business and organisational needs.
Deliver product training for end users, administrators and key stakeholders to build confidence and successful adoption.
Partner with Sales, Customer Success and Product teams to ensure a smooth transition from sales through implementation.
Develop and maintain implementation resources, including checklists, templates and guidance materials, to support consistent service delivery.
Monitor implementation progress, proactively identifying and resolving risks that could impact successful delivery.
Act as the primary customer contact during implementation, providing guidance, answering questions and coordinating with internal teams where required.
Document implementation milestones, customer feedback and lessons learned to inform future improvements.
Contribute to continuous improvement of implementation processes by identifying opportunities to enhance the customer experience.