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:

• Leads new client onboarding and solution configuration, remotely or onsite.

• Develops training sessions/materials tailored for each customer’s needs.

• Resolves implementation/technical challenges, documenting and escalating as needed.

• Tracks activation metrics and customer usage during onboarding.

• Identifies and communicates repeated customer pain points to Product.

• Transitions customers to retention team upon successful implementation.

Requirements:

• 2+ years in SaaS onboarding, implementation, or technical account management.

• Training/teaching skills for diverse audiences.

• Troubleshooting, project management, and customer relationship skills.

• Excellent written and verbal communication.

• Strong process documentation and feedback orientation.

• Bachelor’s degree in Information Technology, Business, or a related field required.

• Relevant technical certifications (e.g. SaaS platforms, project management) are a plus.