About this role
Job Summary:
The SaaS Implementation Specialist champions the customer journey from sale to successful adoption, ensuring the SaaS platform is configured, tested, and launched to best suit client needs. You serve as a trusted advisor, minimizing friction and maximizing satisfaction in the critical onboarding window. Your ability to accelerate time-to-value not only supports rapid ARR realization, but your education and encouragement foster increased chemical and product sales through digital engagement.
Responsibilities:
- Leads new client onboarding and solution configuration, remotely or onsite.
- Develops training sessions/materials tailored for each customer’s needs.
- Resolves implementation/technical challenges, documenting and escalating as needed.
- Tracks activation metrics and customer usage during onboarding.
- Identifies and communicates repeated customer pain points to Product.
- Transitions customers to retention team upon successful implementation.
Requirements:
- 2+ years in SaaS onboarding, implementation, or technical account management.
- Training/teaching skills for diverse audiences.
- Troubleshooting, project management, and customer relationship skills.
- Excellent written and verbal communication.
- Strong process documentation and feedback orientation.
- Bachelor’s degree in Information Technology, Business, or a related field required.
- Relevant technical certifications (e.g. SaaS platforms, project management) are a plus.