The Implementation Associate supports the successful implementation of Liaison’s Outcomes CRM by working with clients and internal team members to configure, test, and launch the platform. This role participates throughout the implementation process, including requirements gathering, system configuration, testing, training, and project completion.

The Implementation Associate develops a strong understanding of the Outcomes CRM and implementation best practices, using that knowledge to support clients in effectively adopting the platform. Working closely with Implementation Consultants and other internal stakeholders, the Implementation Associate helps ensure implementation activities are completed accurately, professionally, and on schedule.

As experience and product knowledge grow, the Implementation Associate will take on increasing responsibility for client interactions and implementation activities.

Responsibilities

• Participate in client implementation projects, supporting activities from requirements gathering through configuration, testing, training, and completion.
• Work with clients and Implementation team members to understand, document, and translate client requirements into appropriate system configurations.
• Complete backend and end-user configurations accurately and according to documented client requirements and implementation standards.
• Support and conduct testing activities to ensure configurations meet client requirements and function as expected.
• Assist with and, as experience grows, deliver training and knowledge transfer sessions for client administrators and end users to support platform adoption.
• Communicate clearly and professionally with clients and internal stakeholders regarding implementation activities, questions, deliverables, and next steps.
• Help clients understand available product features and recommended approaches for using the platform effectively.
• Identify implementation questions, issues, risks, or challenges and work with senior Implementation team members to determine appropriate next steps and escalation.
• Build positive working relationships with client team members while providing responsive and professional service throughout the implementation process.
• Manage assigned implementation tasks and priorities, meeting established deadlines and communicating proactively when timelines or deliverables may be at risk.
• Maintain and contribute to implementation documentation, tools, resources, and best practices.
• Identify opportunities to improve Implementation team processes, documentation, and the overall client implementation experience.
• Participate in on-site client work as needed, including occasional travel.

Position Requirements

• Bachelor’s degree preferred, or equivalent combination of education and relevant experience.
• 1+ years of relevant professional experience, preferably working with CRM systems, SaaS technology, client services, implementation, project coordination, customer success, or a related field.
• Experience using, administering, or configuring a CRM or other business software platform preferred.
• Strong written and verbal communication skills with the ability to communicate professionally with clients and internal stakeholders.
• Strong attention to detail and willingness to learn technical system configuration.
• Ability to follow documented processes while using sound judgment to identify questions or issues that require additional guidance.
• Strong organizational and time-management skills with the ability to manage multiple tasks and shifting priorities.
• Demonstrated problem-solving skills and a willingness to ask questions, seek guidance, and learn from more experienced team members.
• Collaborative, proactive, and customer-focused approach to working in a fast-paced team environment.
• Experience working in higher education is a plus.