Onboarding & Implementation Specialist
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Job Description
Implementation Specialist onboarding K–12 and higher-education customers to Guardian case-management software. Managing configurations, integrations, launches, and adoption for Campus Kaizen.
Responsibilities:
- Own the full onboarding lifecycle from requirements gathering to post-launch review.
- Partner with customers to identify use cases, workflows, and success criteria for configuration and setup.
- Manage data imports, integrations, and configurations aligned with customer needs.
- Collaborate with Product, Engineering, and Support to troubleshoot issues and optimize implementation processes.
- Identify recurring onboarding challenges and propose scalable, repeatable solutions.
- Track and report implementation metrics, customer satisfaction, and launch readiness.
- Represent the customer voice in roadmap and process-improvement discussions.
- Support adoption and process alignment by helping customers transition to new workflows and leverage the system.
- Monitor implementation scope, requirements, timelines, and outcomes.
- Identify implementation risks and dependencies, escalate early, and develop mitigation plans.
Requirements:
- 2–5 years of experience in implementation, onboarding, or customer success roles, preferably in a SaaS or technology environment.
- Strong project management skills and ability to manage multiple customer implementations simultaneously.
- Familiarity with integration concepts, APIs, and SaaS platforms such as Salesforce, HubSpot, and NetSuite.
- Excellent communication and relationship-building skills with customers and internal teams.
- High attention to detail and a process-driven mindset.
- Comfort working in fast-paced, evolving environments with distributed teams.
- Experience collaborating cross-functionally with Product, Engineering, and Customer Success.
- Experience supporting customers through process or system changes and guiding adoption.
- Final candidate must be able to pass a background check.
- Preferred: experience leading complex SaaS or enterprise software implementations with measurable customer impact.
- Preferred: experience with K–12 districts, higher education institutions, or compliance-driven environments.
- Preferred: proficiency with project management tools such as Asana, Jira, or Monday.com.
- Preferred: ability to translate technical requirements into business outcomes for non-technical stakeholders.
- Preferred: background in process optimization, automation, or scalable onboarding frameworks.
- Preferred: understanding of customer lifecycle management and post-launch success alignment.
- PMP, CSM, or equivalent certification is a plus.
Benefits:
- Comprehensive Health Coverage: Coverage begins on your first day of employment.
- 401K Plan (US): 1:1 match for the first 3% of contributions and 0.5:1 match for the next 2%; pre-tax and Roth options; eligible the first of the month after 90 days; immediately vested.
- RRSP (CAN): 1:1 match for the first 3% of contributions and 0.5:1 match for the next 2%; pre-tax and Roth options; eligible the first of the month after 90 days; immediately vested.
- Flexible PTO: Uncapped paid time off.
- 12 weeks paid parental leave for all employees.
- Monthly remote-work stipend of $75 USD / $140 CAD for phone and internet.
- Generous holiday schedule.
- Reasonable accommodations for applicants and employees with disabilities.
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