Implementation Specialist

• As Implementation Specialist, you will report to the Vice President of Customer Success and support onboarding across PermitFlow’s mid-market and enterprise accounts
• You’ll execute implementation plans from post-sale handoff through launch, serve as a day-to-day customer contact, and drive early product adoption
• On enterprise accounts, you’ll partner closely with the Implementation Manager to own specific workstreams
• Own onboarding end to end for mid-market PermitFlow accounts, from post-sale handoff through successful launch and transition to Customer Success
• Support enterprise implementations by owning specific workstreams (e.g., workspace setup, training delivery, stakeholder coordination) alongside the Implementation Manager
• Serve as the day-to-day point of contact for customers during onboarding, proactively managing communication, expectations, and risk
• Coordinate cross-functionally with Sales, Customer Success, Operations, Solutions Consulting, and Engineering to align priorities and resolve blockers
• Lead training sessions for diverse customer stakeholders, including ops teams, sales reps, and executives, tailored to each group’s needs
• Drive product adoption and early value realization through enablement materials, weekly check-ins, and best-practice guidance
• Track onboarding progress against key milestones and KPIs (e.g., engagement, time-to-value, launch readiness) and flag risks early
• Build working knowledge of permitting workflows, municipality requirements, and common customer edge cases
• Maintain, refine, and document scalable onboarding processes, playbooks, and templates

Benefits

• Equity packages

• 100% Paid health, dental & vision coverage

• Company issued laptop

• Home office & equipment stipend

• Lunch & Dinner provides via UberEats w/ a fully stocked kitchen

• Commuter benefits

• Team building events

• Unlimited PTO

• Demonstrated ability to drive adoption and time-to-value, including leading live trainings, distributing enablement materials, and reinforcing product usage

• 1-3 years of experience in customer onboarding, implementation, customer success, or a related customer-facing role at a B2B SaaS company

• Strong project management and communication skills, evidenced by running clear customer calls, maintaining onboarding trackers, and escalating risks proactively

• Experience managing onboarding projects with multiple stakeholders, cross-functional dependencies, and customer-facing timelines from kickoff to launch