Role overview
The Enterprise Implementation Specialist owns the execution and customer experience of complex enterprise implementations, pilots, and multi-location rollouts from initial planning through successful deployment. The role requires rigorous project and program management across milestones, dependencies, approvals, risks, launch readiness, and stakeholder communication while coordinating with customer executives, operators, location-level teams, and cross-functional internal groups. This position also helps strengthen and scale enterprise implementation practices by improving processes, documentation, tools, and repeatable operating standards.
Core Responsibilities
- Own complex enterprise implementations, pilots, and multi-location rollouts from initial planning through successful deployment.
- Build and manage structured implementation plans with clear milestones, dependencies, owners, approvals, decision points, and success criteria.
- Lead phased customer rollouts while balancing deployment speed, quality, customer readiness, and operational complexity.
- Identify implementation risks and dependencies early, assess downstream impacts, and drive issues through resolution.
- Lead clear and confident communication with customer executives, project owners, operators, and location-level stakeholders, adjusting the level of detail to the audience.
- Create alignment and accountability across Sales, Customer Success, Product, Technical, Support, and customer stakeholders without relying on formal authority.
- Establish launch-readiness criteria and ensure configuration, testing, approvals, documentation, and customer preparation are complete before deployment.
- Maintain detailed implementation documentation, capture key decisions and context, and ensure clear ownership during the transition to ongoing Customer Success.
- Deliver a proactive, service-oriented implementation experience that keeps complex programs organized and well managed for customers.
- Identify patterns across enterprise implementations and improve processes, documentation, tools, and operating standards to make future deployments more consistent and scalable.
Experience & Expertise
- 4+ years of experience in implementation, project or program management, customer success, professional services, or another customer-facing role managing complex customer programs.
- Demonstrated experience owning complex implementations, deployments, or multi-workstream customer projects involving multiple stakeholders, dependencies, milestones, and deadlines.
- Strong project and stakeholder management skills with the ability to create structure around complex enterprise programs.
- Clear, concise, and confident written and verbal communication skills, including the ability to lead conversations with senior customer and internal stakeholders.
- Ability to influence teams, create accountability, and drive action across cross-functional groups without formal authority.
- Strong service orientation with the ability to anticipate customer needs and make complex implementation experiences easier to navigate.
- Ability to operate effectively in an evolving environment where processes may not yet be fully defined while helping create stronger structure.
- Ability to identify recurring patterns, improve implementation processes, and turn lessons from individual deployments into scalable ways of working.
Work & Pay Details
Location: Remote, USA
Travel: Occasional travel may be required for customer engagements and company offsites.
Base Compensation: $95,000–$105,000 annually, equivalent to approximately $45.67–$50.48 per hour based on 2,080 hours per year (40 hours per week × 52 weeks).
Equity: Included in the offer package.
Compensation is location-based and benchmarked against local market data aligned with the employee's primary work location. The stated range may vary based on location, role level, and experience and is not intended to represent a negotiation range.