Implementation Specialist
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Job Description
Implementation Specialist transforming new marina customers into confident platform users at Dockwa. Guiding onboarding, training, and cross-functional collaboration for effective product adoption.
Responsibilities:
- Guide marina customers through product configuration, system integration, and go-live readiness
- Migrate and configure customer data including rates, inventory, contracts, and dock maps
- Configure POS systems and modular features (Service, Rentals, Fuel, etc.) based on marina operational needs
- Manage implementation project timelines, ensuring on-time go-lives and minimal customer friction
- Tailor onboarding experience to customer size, complexity, and technical sophistication
- Conduct training sessions focused on product adoption and operational success across various user roles
- Create and continuously improve training materials, onboarding documentation, and Help Center content
- Deliver clear, effective training on product best practices for marina staff at all technical levels
- Develop customer-facing resources that reduce support burden and enable self-service learning
- Identify knowledge gaps and build enablement assets to address recurring customer questions
- Work closely with Product, Sales, and Support teams to address implementation challenges and align messaging
- Collect and synthesize customer feedback during onboarding to influence product improvements and roadmap priorities
- Partner with Sales during handoff to ensure implementation expectations align with what was sold
- Collaborate with Marina Success Managers to create smooth transitions from implementation to ongoing support
- Surface implementation blockers, technical gaps, and customer experience issues to leadership
- Manage multiple implementations simultaneously while maintaining quality and attention to detail
- Build and refine implementation playbooks for different customer segments and product tiers
- Identify patterns in implementation challenges and recommend process improvements
- Contribute to scaling implementation operations as customer volume grows
Requirements:
- 4+ years in Implementation, Onboarding, Customer Success, or similar customer-facing role, preferably in SaaS or technology-driven environments
- Strong organizational skills with proven ability to manage multiple complex projects simultaneously
- Excellent communication and training skills—ability to explain technical concepts clearly to non-technical audiences
- Experience with CRM and implementation tools (Salesforce experience strongly preferred)
- Detail-oriented approach to data migration, system configuration, and customer-facing documentation
- Ability to balance multiple priorities, adapt quickly, and thrive in fast-paced environments
- Passion for technology, boating, hospitality, or operations is a plus
Benefits:
- Customer Onboarding & Implementation
- Training & Enablement
- Cross-Functional Collaboration & Product Feedback
- Process Development & Implementation Excellence
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