The Senior Implementation Specialist serves as a trusted advisor to Unboxed most complex, highest-value clients in the implementation and use of the company’s AI-driven learning products (Spoke, Coach and Mentor). The role is pivotal in guaranteeing successful onboarding and adoption of our products. This role is part of a cross-functional team that strives to understand clients’ unique requirements and configure our solutions to align with their needs. The role also provides prompt, proactive support to existing Unboxed clients by responding to user requests, troubleshooting technical issues, and completing related project work.

Key Responsibilities

Product Implementation Support:

• Effectively tracking and supporting multiple implementation projects concurrently, ensuring their timely delivery within predefined scope.
• Configuring and customizing the SaaS platform to meet client-specific requirements and solutions designs.
• Executing on implementation plans and post-implementation product-based projects.
• Troubleshooting and resolving issues during implementation, testing, and deployment phases.
• Supporting User Acceptance Testing (UAT) and client go-lives with technical expertise and platform insight.
• Providing training and end-user support during and after the implementation process.
• Contributing to internal best practices, process documentation, and implementation methodology improvements.

Client Support:

• Acting as a subject matter expert on all Unboxed software products by creating support documentation, responding to user requests for assistance and creating and distributing scheduled and ad hoc reports.
• Providing initial troubleshooting for user identified errors or bugs including recreating issues and testing software on multiple browsers and devices.

Product Development Support:

• Gather feedback from clients and collaborate with the product development team to improve the functionality and usability of our solution
• Proactively documenting steps to recreate software defects; partnering with the Quality Assurance Team to log and communicate bugs.
• Uploading files and basic information into Unboxed software as necessary.

Key Skills:

• Experience working with enterprise-level clients and key stakeholders.
• Proactive approach and a willingness to work collaboratively to meet clients’ needs.
• Exceptional verbal, written communication, and interpersonal skills with the ability to explain technical concepts to non-technical audiences.
• Strong understanding of software configuration, system integrations, and implementation methodologies.
• Ability to interpret business requirements and translate them into effective software solutions.
• Proven ability to build trust and long-term relationships with clients and cross-functional internal partners.
• A mindset for refining processes and driving implementation efficiencies.

Requirements

• 4-6 years B2B client services experience with 3+ years of configuration and implementation experience with a company providing a complex SaaS platform to multiple enterprise-level clients.
• Proficiency with Microsoft Office Suite required; Atlassian software experience a plus
• Bachelor's degree preferred.

Benefits

Unboxed team members benefit from our comprehensive compensation and rewards program which includes:

• Competitive salary and benefits
• Ample paid time off
• Dynamic and convenient office location – unlimited snacks, casual dress code, covered parking and gym on site
• Open communication and a commitment to fostering teamwork across the organization

Salary Range: $85,000 - $105,000 annually