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Key Responsibilities and Required Skills for Implementation Coordinator

💰 $65,000 - $85,000

Project ManagementCustomer SuccessClient ServicesTechnology

🎯 Role Definition

As an Implementation Coordinator, you are the central figure in a new client's journey with our company. You will be the primary point of contact, responsible for orchestrating the entire onboarding process from post-sale kickoff to successful launch. This role involves understanding unique client needs, configuring our platform to meet those requirements, managing timelines, and coordinating with internal teams to deliver a world-class implementation experience. You are a problem-solver, a trusted advisor, and a project leader, ensuring every client is set up for long-term success and satisfaction.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Support Specialist
  • Project Coordinator
  • Technical Support Analyst

Advancement To:

  • Senior Implementation Manager
  • Project Manager
  • Customer Success Manager

Lateral Moves:

  • Solutions Consultant
  • Business Analyst

Core Responsibilities

Primary Functions

  • Manage the end-to-end project lifecycle for multiple client implementations simultaneously, ensuring timely delivery and adherence to scope.
  • Serve as the primary liaison and trusted advisor for clients throughout the onboarding phase, building strong relationships and managing expectations.
  • Develop and maintain comprehensive project plans, timelines, and status reports, communicating progress to all internal and external stakeholders.
  • Conduct kickoff meetings with new clients to define project objectives, key milestones, success criteria, and communication protocols.
  • Gather, document, and analyze client business requirements, translating them into a detailed technical configuration and execution plan.
  • Lead the configuration, setup, and customization of our software platform to meet the specific needs and workflows of each client.
  • Coordinate and facilitate all necessary data migration activities, including data mapping, validation, and cleansing, to ensure a smooth transition.
  • Provide comprehensive training sessions for client-side administrators and end-users to ensure they are proficient and confident in using the platform.
  • Proactively identify, track, and resolve project risks, issues, and dependencies, escalating to senior management when necessary.
  • Act as a bridge between the client and internal teams (e.g., Engineering, Product, Sales) to address technical challenges and feature requests that arise during implementation.
  • Conduct post-launch reviews and quality assurance checks to confirm that all client requirements have been met and the solution is functioning as expected.
  • Ensure a seamless and well-documented handover of the client to the Customer Success or Account Management team for ongoing support and relationship management.
  • Create and maintain detailed implementation documentation, including project charters, configuration guides, and client-specific solution designs.
  • Report on key implementation metrics and KPIs, providing insights into team performance, project timelines, and client satisfaction.
  • Champion best practices for implementation processes and contribute to the continuous improvement of our onboarding methodology.

Secondary Functions

  • Support the pre-sales process by participating in discovery calls with the sales team to provide expertise on implementation timelines and complexity.
  • Develop and refine standardized templates, checklists, and reusable assets for the implementation team to improve efficiency and consistency.
  • Assist in testing new product features and releases, providing valuable feedback to the product development team from an implementation perspective.
  • Contribute to the creation of knowledge base articles, tutorials, and video guides to empower clients for self-service and ongoing learning.
  • Mentor new team members and associates, providing guidance and support as they learn the implementation process and our platform.
  • Support ad-hoc data requests and exploratory data analysis to troubleshoot complex client issues or inform process improvements.
  • Contribute to the organization's data strategy and roadmap by providing feedback on customer needs and integration challenges.
  • Collaborate with business units to translate data needs into engineering requirements for custom reports or integrations.
  • Participate in sprint planning and agile ceremonies within the data engineering or product teams when a project requires custom development.

Required Skills & Competencies

Hard Skills (Technical)

  • Project Management Software: Proficiency in tools like Jira, Asana, Wrike, or an equivalent project management platform.
  • CRM/Customer Success Platforms: Experience using Salesforce, HubSpot, Gainsight, or similar systems for tracking client interactions.
  • Data Migration & Manipulation: Understanding of data formats (CSV, JSON, XML) and experience with data mapping and basic ETL concepts.
  • SaaS Configuration: Hands-on experience configuring enterprise-level Software-as-a-Service (SaaS) platforms for clients.
  • Microsoft Office Suite: Advanced proficiency in MS Office, particularly Excel (pivot tables, VLOOKUPs), PowerPoint, and MS Project.
  • Basic Technical Aptitude: Familiarity with concepts like APIs, single sign-on (SSO), and basic SQL queries is a significant plus.

Soft Skills

  • Exceptional Communication: Articulate and professional written and verbal communication skills for engaging with both technical and non-technical stakeholders.
  • Client Relationship Management: A customer-first mindset with a proven ability to build rapport, trust, and strong relationships with clients.
  • Organizational & Time Management: Meticulous ability to manage multiple competing priorities, projects, and deadlines without sacrificing quality.
  • Problem-Solving: A proactive and analytical approach to identifying challenges, evaluating options, and implementing effective solutions.
  • Attention to Detail: A sharp eye for detail to ensure accuracy in requirement gathering, data migration, and system configuration.
  • Adaptability: Ability to thrive in a fast-paced, dynamic environment and manage ambiguity with a positive, can-do attitude.
  • Collaboration & Teamwork: A collaborative spirit with the ability to work effectively across different departments to achieve a common goal.

Education & Experience

Educational Background

Minimum Education:

  • Bachelor's degree or equivalent relevant work experience in a client-facing or technical project role.

Preferred Education:

  • Bachelor's degree in a related field.

Relevant Fields of Study:

  • Business Administration
  • Information Technology
  • Computer Science
  • Project Management

Experience Requirements

Typical Experience Range: 2-5 years of experience in a similar role.

Preferred:

  • Direct experience in a client-facing implementation, onboarding, or project coordination role within a B2B SaaS company.
  • Proven track record of successfully managing multiple projects and delivering them on time.
  • Experience in a role that required both technical aptitude and strong customer service skills.
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