Implementation Specialist
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Job Description
Implementation Specialist at WellRight leading client onboarding and managing wellness programs. Collaborating with teams to ensure implementation success and customer satisfaction.
Responsibilities:
- Act as the primary point of support for assigned clients throughout implementation, ensuring smooth transitions from Sales to Customer Success.
- Lead and facilitate client meetings, set agendas, guide discussions, present key information, and ensure alignment on next steps and dependency due dates.
- Manage implementation timelines, project plans, and coordination between third-party vendors (clients, vendor partners, brokers, data integration providers).
- Communicate technical concepts clearly to diverse audiences, applying strong presentation skills to build client confidence.
- Use critical thinking to assess customer needs and align technology requirements with platform capabilities.
- Develop creative solutions to complex implementation challenges through innovative approaches.
- Serve as a product expert—configure platform settings, conduct effective system training, and optimize user experience.
- Navigate ambiguous situations confidently while maintaining implementation progress despite changing requirements.
- Proactively manage escalations, documenting key details and providing regular project updates.
- Perform technical validation to ensure defect-free program delivery.
- Contribute to cross-functional initiatives and support ad hoc customer success projects beyond core implementations, addressing evolving business needs while driving continuous improvement across processes, tools, team efficiency, and overall client experience
Requirements:
- 2+ years of account/project management experience, SaaS experience preferred.
- Technical competence with CRM systems and SaaS platforms.
- Strong facilitation, presentation, and communication skills for both technical and non-technical audiences.
- Demonstrated ability to lead meetings, drive discussions, and guide client decision-making.
- Critical thinking and creative problem-solving abilities.
- Comfort with ambiguity and adaptability in changing situations.
- Customer-centric, goal-oriented self-starter who works well independently and cross-functionally.
- Ability to handle deadlines and stressful situations effectively.
- Highly organized with attention to detail.
- Bachelor's degree required.
Benefits:
- Competitive Salaries
- Unlimited PTO + 11 Company Paid Holidays
- VTO (Volunteer Time Off)
- Flexible work schedule
- Whole Wellness
- 401(k) program matching 100% with Company contribution of up to 4%
- Pet Wellness
- Paid Pregnancy Medical Leave & Paid Parental Leave
- At-home internet stipend
- Immediate access to a Udemy Business license
- Rewards and incentives for participation in our WellRight Wellness Program
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