Customer Implementation Specialist

An Implementation Specialist is responsible for guiding new Weave customers through the implementation, training, and activation of the Weave platform during the onboarding process. This role serves as the primary point of contact throughout onboarding, ensuring customers are properly configured, trained, and prepared to successfully adopt scheduling, texting, and communication workflows. You will manage a portfolio of customers at various stages of implementation, balancing project management, customer education, technical troubleshooting, and go-live execution. Success in this role is measured by customer adoption, implementation quality, customer satisfaction, and long-term retention Hybrid position: M/T/W in office and Th/F are WFH Schedule: 7:00am–4:00pm or 8:00am–5:00pm Reports to: Manager of Implementation, Single What You Will Own Serve as the primary implementation specialist and trusted advisor from kickoff through go-live. Manage a portfolio of customers in various stages of onboarding. Lead customer training and activation calls for Weave products. Configure and activate Weave systems. Troubleshoot implementation issues and partner with Product, Support, Operations, and Engineering teams when necessary. Proactively manage customer expectations and communicate implementation milestones. Handle customer escalations and adoption concerns. Ensure customers understand how to maximize the value of Weave’s features Document customer interactions, implementation progress, and next steps. Schedule and conduct post-go-live check-in calls to support adoption and long-term success. Deliver a five-star customer experience throughout the onboarding journey. What You Will Need to Accomplish the Job 2+ years of experience in customer-facing roles. Strong presentation and customer training skills. Ability to manage multiple implementations simultaneously. Excellent verbal and written communication skills. Strong technical aptitude and ability to troubleshoot software wor