Implementation Specialist

About the role

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks. Motive serves nearly 100,000 customers - from Fortune 500 enterprises to small businesses - across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector. The Onboarding Project Manager

SMB owns the end-to-end onboarding journey for new small and medium business customers, acting as the primary relationship builder during the critical first 90 days. This role is responsible for ensuring timely and successful product adoption by guiding customers through initial setup, configuration, and training while clearly communicating value at every step. The hire will collaborate closely with cross-functional partners to resolve issues, surface insights, and drive early activation of key platform features. They will handle high volumes of communication with empathy and precision, turning complex workflows into simple actions for customers. Ultimately, this position builds customer loyalty and trust by delivering consistent, exceptional service and measurable onboarding outcomes.

Key facts

What you'll do

Serve as the primary point of contact for new SMB customers during their implementation phase and own the end-to-end onboarding experience.

Guide new customers through initial hardware and software setup as well as system training to ensure a timely and successful adoption of the Motive platform.

Monitor customer progress and activities using internal tools to ensure activation milestones are met on schedule.

Collaborate with cross-functional teams including support, engineering, sales, and product management to resolve complex issues and improve the overall customer experience.

Handle a large volume of phone conversations and email inquiries with professionalism, clarity, and timely follow-through.

Build customer loyalty by delivering exceptional service, actively listening to concerns, and anticipating customer needs before they arise.

Maintain detailed and accurate records of all customer interactions, configurations, and decisions within Salesforce to ensure visibility and continuity.

Utilize Salesforce proficiency and data analysis to inform engagement plans, track adoption metrics, and identify opportunities for value realization.

Demonstrate strong problem-solving skills by diagnosing technical and process-related challenges and coordinating appropriate internal resources for resolution.

Apply excellent written and verbal communication and presentation skills to convey product functionality and guide non-technical stakeholders through digital workflows.

Requirements

Possess 2+ years of prior experience in a customer-facing role, either in sales or support, with a track record of managing complex client engagements.

Demonstrate Salesforce proficiency and the ability to use data to inform engagement plans, segment customers, and prioritize actions.

Show a clear understanding of what success looks like for both customers and Motive, aligning onboarding outcomes with business value and retention goals.

Exhibit effective listening and problem-solving skills to uncover root causes, clarify requirements, and deliver appropriate solutions.

Maintain excellent communication skills, both written and verbal, including the ability to present information clearly in various formats.

Prove the ability to manage multiple responsibilities simultaneously while maintaining a high attention to detail and professionalism under pressure.

Bring documented experience with documentation, data analysis, reporting, SQL, and Salesforce, as these capabilities are essential for driving insights and decision-making.

Build and maintain strong relationships with clients and their key personnel, fostering trust and ensuring alignment on expectations and outcomes.

Show a strong business background that includes project management, account management, problem-solving, business planning, and analytical thinking to guide customers through strategic decisions.

Remain receptive to feedback, showing a willingness to learn and embrace continuous improvement in processes, tools, and customer interactions.

Practical notes

All job postings are for existing vacancies. Please note that some interviews or new-hire training sessions may be held in person at one of our global offices.

Candidates must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.