Implementation Specialist

Job Description

JOB DETAILS

REQUIREMENTS

• 1+ years in Implementation, Onboarding, Customer Success, or similar customer-facing role, preferably in SaaS or technology-driven environments
• Strong organizational skills with proven ability to manage multiple complex projects simultaneously
• Excellent communication and training skills—ability to explain technical concepts clearly to non-technical audiences
• Experience with CRM and implementation tools (Salesforce experience strongly preferred)
• Detail-oriented approach to data migration, system configuration, and customer-facing documentation
• Ability to balance multiple priorities, adapt quickly, and thrive in fast-paced environments
• Passion for technology, boating, hospitality, or operations is a plus

RESPONSIBILITIES

• Guide marina customers through product configuration, system integration, and go-live readiness
• Migrate and configure customer data including rates, inventory, contracts, and dock maps
• Configure POS systems and modular features (Service, Rentals, Fuel, etc.) based on marina operational needs
• Manage implementation project timelines, ensuring on-time go-lives and minimal customer friction
• Tailor onboarding experience to customer size, complexity, and technical sophistication
• Conduct training sessions focused on product adoption and operational success across various user roles
• Create and continuously improve training materials, onboarding documentation, and Help Center content
• Deliver clear, effective training on product best practices for marina staff at all technical levels
• Develop customer-facing resources that reduce support burden and enable self-service learning
• Identify knowledge gaps and build enablement assets to address recurring customer questions
• Work closely with Product, Sales, and Support teams to address implementation challenges and align messaging
• Collect and synthesize customer feedback during onboarding to influence product improvements and roadmap priorities
• Partner with Sales during handoff to ensure implementation expectations align with what was sold
• Collaborate with Marina Success Managers to create smooth transitions from implementation to ongoing support
• Surface implementation blockers, technical gaps, and customer experience issues to leadership
• Manage multiple implementations simultaneously while maintaining quality and attention to detail
• Build and refine implementation playbooks for different customer segments and product tiers
• Identify patterns in implementation challenges and recommend process improvements
• Contribute to scaling implementation operations as customer volume grows

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