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.

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