Implementation Specialist
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Job Description
Implementation Specialist responsible for customer onboarding at Texture. Collaborating with teams to ensure smooth customer experiences and value delivery during onboarding.
Responsibilities:
- Execute end-to-end onboarding for new customers using defined frameworks and playbooks
- Support customer configuration, setup, and training to enable early product adoption
- Track onboarding progress, milestones, and readiness using internal tools
- Identify risks or blockers early and escalate appropriately
- Ensure clean handoff to Commercial or Account teams once onboarding is complete
- Serve as the day-to-day delivery contact during the onboarding window
- Respond to customer questions related to setup, configuration, and product usage
- Coordinate with Engineering and Product to resolve onboarding-related issues
- Follow established communication standards and delivery rhythms
- Capture customer feedback, usability issues, and defects encountered during onboarding and early adoption
- Log bugs and delivery issues with clear reproduction steps, customer context, and observed impact
- Follow defined triage and escalation paths to Engineering and Delivery leadership
- Communicate issue status and next steps to customers during the onboarding window in alignment with delivery standards
- Contribute to onboarding documentation, guides, and templates
- Help improve onboarding workflows, checklists, and internal tools
- Capture delivery insights and customer feedback for leadership review
Requirements:
- 1–3 years of experience in implementation, onboarding, customer support, or delivery roles
- Strong organizational skills and attention to detail
- Clear written and verbal communication skills
- Comfort working with customers and internal teams in a fast-paced environment
- Ability to follow structured processes while adapting to customer needs
- Experience with SaaS tools, CRMs, or project tracking tools is a plus
- Energy experience not necessary, but preferred
- Experience working with technical teams and Scrum framework
- SaaS or technical product exposure preferred but not required.
Benefits:
- Sponsored Team Lunches: Twice-monthly company-sponsored lunches tied to team demo days.
- Flexible Time Off: Flexible paid time off with a minimum of 20 days encouraged annually.
- Parental Leave: 12 weeks of paid parental leave.
- Bereavement Leave: Up to 2 weeks of paid bereavement leave.
- Health Coverage: Medical, dental, and vision insurance fully covered for employees and their families (employees contribute $1/month).
- Income Protection: Company-provided life insurance, short-term disability, and long-term disability coverage.
- Pre-Tax Benefits: Access to FSA, HSA, commuter benefits, and dependent care savings.
- Well-Being & Mental Health Support: A comprehensive suite of benefits supporting physical health, mental health, family planning, financial wellness, and pet wellness.
- Retirement: 401(k) plan through Betterment.
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