Implementation Coordinator

Implementation Coordinator

Position Overview

We are seeking a detail-oriented and customer-focused Implementation Coordinator to support the successful onboarding and implementation of our software solutions. This role serves as a key point of contact for customers during the implementation process, coordinating activities across internal teams and ensuring a smooth transition from sales to active product use.

The ideal candidate is highly organized, proactive, and comfortable managing multiple projects simultaneously while delivering an exceptional customer experience.

Reports To

Implementation Manager

Key Responsibilities

• Coordinate customer implementation projects from sign-on through go-live.
• Serve as the primary point of contact for customers throughout the onboarding process.
• Schedule and facilitate project meetings, training sessions, and status updates.
• Develop and maintain implementation timelines, project plans, and documentation.
• Identify if the customer is moving away from their initial Scope of Work and work with Internal Leadership to keep the customer on the right implementation path.
• Assist with software setup, configuration, data migration coordination, and user onboarding activities.
• Work with Implementation Manager to monitor project progress and proactively identify risks, issues, or delays.
• Help maintain positive relationships with the customer alongside the Implementation Specialist through active communication and positive customer service.
• Track project milestones and provide regular status updates to customers and internal leadership.
• Maintain accurate project records within CRM and project management systems.
• Work with Implementation Manager to support process improvement initiatives to enhance implementation efficiency and customer satisfaction.
• Assist customers with adoption best practices and transition activities following implementation.
• Help monitor the Implementation email inbox to assist customer needs and use internal resources when additional help is needed.

Qualifications

Required

• Bachelor's degree or equivalent work experience.
• 1–4 years of experience in implementation, project coordination, customer onboarding, customer success, account management, or a related role.
• Strong organizational skills and ability to manage multiple priorities simultaneously.
• Excellent written and verbal communication skills.
• Strong problem-solving and critical-thinking abilities.
• Experience using Microsoft Office, Google Workspace, CRM systems, and project management tools.
• Ability to work effectively in a fast-paced, customer-facing environment.

Preferred

• Experience working in a SaaS, software, or technology company.
• Familiarity with project management methodologies and implementation best practices.
• Experience with CRM platforms such as Salesforce, HubSpot, or similar systems.
• Experience with project management tools such as Teamwork, Asana, Jira, or similar platforms.
• Functional understanding of Excel: Basic formatting and functions to help with data and simple metrics.
• Basic understanding of APIs, integrations, data imports, or software configuration processes.

Key Competencies

• Customer Relationship Management
• Project Coordination
• Stakeholder Communication
• Time Management
• Attention to Detail
• Problem Solving
• Process Improvement
• Cross-Functional Collaboration
• Technical Aptitude