SaaS Implementation Specialist

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:

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Leads new client onboarding and solution configuration, remotely or onsite.
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Develops training sessions/materials tailored for each customer’s needs.
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Resolves implementation/technical challenges, documenting and escalating as needed.
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Tracks activation metrics and customer usage during onboarding.
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Identifies and communicates repeated customer pain points to Product.
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Transitions customers to retention team upon successful implementation.

Requirements:

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2+ years in SaaS onboarding, implementation, or technical account management.
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Training/teaching skills for diverse audiences.
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Troubleshooting, project management, and customer relationship skills.
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Excellent written and verbal communication.
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Strong process documentation and feedback orientation.
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Bachelor’s degree in Information Technology, Business, or a related field required.
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Relevant technical certifications (e.g. SaaS platforms, project management) are a plus.