Implementation Specialist

Job Description:

Title: Implementation Specialist

Location: Remote – USA

Reports to: Manager, Implementation - Dealer Solutions

The Role:    The Implementation Specialist I is responsible for the successful onboarding and implementation of software solutions for new and existing customers. This role serves as the primary point of contact during the implementation process, ensuring customers are configured correctly, trained effectively, and prepared for a successful transition to ongoing Customer Success support.

The ideal candidate possesses excellent communication skills, strong organizational abilities, and a customer-first mindset. This is an entry-level implementation role designed to develop product knowledge, project management skills, and customer relationship experience.

The Impact You Will Have in This Role:   As an Implementation Specialist I, you will play a key role in setting customers up for success from the very beginning of their journey. By guiding clients through onboarding, system configuration, and training, you will help ensure they are confident, prepared, and able to quickly realize the value of the solution. Your ability to build relationships, communicate effectively, and manage implementation details will create a seamless customer experience and establish a strong foundation for long-term satisfaction, adoption, and partnership. This role offers the opportunity to make a meaningful impact on both customer outcomes and overall business success while developing valuable expertise in implementation, project coordination, and customer engagement.
What You’ll Be Doing in This Role:
Customer Onboarding

- Manage assigned implementation projects from kickoff through completion.

- Coordinate implementation timelines with customers and internal teams.

- Schedule and conduct implementation meetings and training sessions.

- Ensure all required documentation is completed before launch.

- Verify customer system configurations meet implementation requirements.

Software Configuration

- Validate integrations and data connections.

- Perform quality assurance checks prior to go-live.

- Troubleshoot basic configuration issues.

- Escalate technical concerns to Support or Engineering when appropriate.

Customer Training

- Deliver virtual and/or onsite product training.

- Educate users on workflows and best practices.

- Provide user guides, training videos, and additional learning resources.

- Confirm users understand key functionality before implementation is considered complete.

- Answer customer questions throughout the onboarding process.

Project Management

- Maintain accurate implementation records within the CRM or project management system.

- Track project milestones and deadlines.

- Provide implementation status updates to leadership.

- Identify risks that may delay implementation and communicate them proactively.

- Ensure projects remain on schedule.

Customer Experience

- Build positive relationships with customers.

- Maintain regular communication throughout the implementation process.

- Respond to customer inquiries professionally and promptly.

- Set appropriate expectations regarding timelines and deliverables.

- Deliver a high-quality onboarding experience and will be presenting in front of clients.

Internal Collaboration

- Work closely with Sales and Customer Success

- Participate in team meetings and implementation planning sessions.

- Share customer feedback that may improve products or processes.

Qualifications of this Role:

- High School Diploma or GED required

- Associate or bachelor’s degree preferred

- 1–3 years of customer service, software implementation, training, or project coordination

- 1-3 Years Automotive Sales or Finance Experience

- Experience in presenting to customers is required

- Travel up to 100% will be required at times

- Excellent verbal and written communication

- Strong customer service skills

- Time management, and org