Implementation Specialist

Position Overview

The Implementation Specialist is responsible for leading the successful onboarding and implementation of the FieldConnect SaaS platform for new customers. Serving as the primary project manager throughout the implementation lifecycle, this role partners with customers to understand business processes, configure the platform, facilitate knowledge transfer, and ensure a successful transition to production.

All implementations are performed remotely and follow FieldConnect's implementation methodology, including discovery, solution design, configuration, training, testing, go-live, and transition to Customer Success. The Implementation Specialist is responsible for driving customer readiness, adoption, and a successful implementation experience.

In addition to customer implementations, the Implementation Specialist delivers implementation-related professional services for existing customers and serves as a technical resource across the organization, assisting with technical support escalations, sales engineering activities, business analysis, and internal technical initiatives.

Core Responsibilities

Customer Implementations

· Lead remote software implementation projects from kickoff through successful go-live, serving as the primary project manager throughout the implementation lifecycle.

· Manage multiple implementation projects by coordinating customer activities, internal resources, project schedules, deliverables, budgets, and communication.

· Conduct discovery sessions to understand customer business processes, operational workflows, and implementation requirements.

· Configure the FieldConnect platform and coordinate ERP integration, data validation, user acceptance testing, and production readiness activities.

· Develop and maintain project plans, implementation documentation, and customer deliverables while proactively identifying and mitigating project risks.

· Guide customers through FieldConnect's implementation methodology, including discovery, solution design, configuration, training, testing, go-live, and transition to Customer Success.

· Develop and deliver implementation training using a train-the-trainer methodology for customer administrators, super users, and project teams.

· Create customer training materials and implementation documentation.

· Drive customer readiness and adoption by preparing customer teams for a successful production launch.

Professional Services

· Deliver billable and non-billable professional services for existing customers, including additional training, workflow analysis, and software configuration.

· Install, configure, and deploy additional FieldConnect modules and functionality.

· Perform implementations for additional customer locations, branches, divisions, or business units.

· Develop and deploy custom forms, reports, and other customer-specific configurations.

· Estimate effort, document project requirements, and manage project scope for assigned professional services engagements.

· Document completed work and customer deliverables to support project delivery and billing.

· Coordinate professional services projects with customers and internal teams.

Cross-Functional & Technical Support

· Assist the Sales team with product demonstrations, technical discovery, implementation planning, and Statements of Work.

· Support Technical Support with complex customer issues requiring advanced product knowledge.

· Document customer business requirements and enhancement requests for Product Management and Development.

· Participate in software testing, quality assurance, and release readiness activities.

· Assist with the administration and maintenance of demonstration, testing, and production environments.

· Support internal IT initiatives related to Microsoft Azure, application environments, secure connectivity, and operational systems.

· Contribute to implementation standards, documentation, and continuous process improvement.

Qualifications

Required

· Bachelor's degree in Business, Information Systems, Computer Science, or equivalent combination of education and experience.

· 3+ years of experience in software implementation, customer onboarding, technical support, professional services, or a related field.

· Experience managing multiple customer projects simultaneously.

· Strong understanding of software implementation methodologies and business process analysis.

Preferred

· Experience implementing SaaS or cloud-based software solutions.

· Experience with field service management, ERP, or construction software.

· Experience with Microsoft SQL Server, Microsoft Azure, and cloud-hosted SaaS applications.

· Familiarity with OpenVPN, Azure VPN, APIs, software integrations, data synchronization, and remote customer training.

Core Competencies

· Works independently with minimal supervision while managing multiple priorities and customer commitments.

· Collaborates effectively across cross-functional teams.

· Represents FieldConnect professionally during customer engagements.

· Customer relationship management

· Project management

· Presentation and train-the-trainer delivery

· Business process analysis

· Technical troubleshooting

· Microsoft Azure and SQL proficiency

· Adaptability and continuous improvement

Travel Expectations

Most customer engagements are performed remotely. The Implementation Specialist should be prepared to travel for multi-day onsite customer implementations or professional services engagements when business needs require. Current travel expectations are generally less than 10% annually, although travel may vary based on implementation volume and customer requirements.

Work Environment

· Primarily remote work environment with frequent Microsoft Teams meetings and virtual customer interactions.

· Occasional multi-day travel to customer sites for implementation, training, and go-live support.

· Ability to work independently while collaborating effectively across cross-functional teams.