Description:
We're looking for an Implementation Specialist based in NYC or East Coast to own the technical onboarding experience for new customers from contract signature through a live, production-ready deployment. The playbooks and processes are established -- you'll own the North America customer base and be the accountable point of contact in the timezone.
What You'll Do
- Own implementations end-to-end: internal handoff, kickoff, environment setup, DMS/SSO/add-in configuration, document ingestion, user registration, and CS handoff
- Owns outcomes, not just tasks -- when something's broken, fixes it; when something's missing, builds it
- Serve as the primary customer-facing POC through platform readiness for Scale accounts; co-own the technical track alongside CSMs on Enterprise accounts
- Coordinate with IT contacts at law firms on identity configuration, DMS indexing, and add-in deployment (iManage, NetDocuments, SharePoint, Microsoft Office)
- Troubleshoot integration issues, escalate to Engineering with clear problem statements, and close the loop with customers
- Maintain accurate implementation status in Salesforce and Linear; keep internal stakeholders informed without requiring them to ask
- Contribute to playbooks and documentation that make the implementation motion repeatable
- Surface friction from implementations back to the team -- on the product, the process, or both
What We're Looking For
- 3+ years in implementation, solutions engineering, or technical onboarding at a B2B SaaS company
- Comfortable navigating technical configurations (SSO, identity providers, cloud storage, enterprise software deployment) without needing Engineering in the room
- Strong communicator -- you can run an IT working session and a stakeholder status call in the same week
- You build structure where there isn't any, and don't wait to be told what to do
- Good judgment about when to escalate vs. when to figure it out yourself
- Based in NYC or able to work EST hours.