Customer Implementation Specialist

About the role

Guide new Weave customers through the setup, training, and activation of our platform. You will be the main contact during onboarding, making sure customers are configured correctly and ready to use our scheduling, texting, and communication tools. This role involves managing multiple customer accounts, balancing project tasks, educating users, resolving technical issues, and ensuring a successful launch.

Key facts

What you'll do

• Act as the primary implementation specialist and trusted advisor from initial contact to live operation.
• Oversee a group of customers at various stages of their onboarding journey.
• Lead training and activation sessions for Weave products with customers.
• Configure and activate Weave systems for new users.
• Troubleshoot implementation problems and collaborate with Product, Support, Operations, and Engineering when needed.
• Proactively manage customer expectations and communicate progress milestones.
• Address customer escalations and concerns regarding product adoption.
• Ensure customers understand how to get the most value from Weave's features.
• Document all customer interactions, implementation progress, and upcoming steps.
• Schedule and conduct follow-up calls after go-live to support ongoing adoption and success.
• Provide an excellent customer experience throughout the entire onboarding process.

Requirements

• 2+ years in roles directly interacting with customers.
• Strong skills in presenting information and training customers.
• Ability to manage several implementations at the same time.
• Excellent communication skills, both spoken and written.
• Strong technical understanding and capability to troubleshoot software processes.
• Ability to handle uncertainty and adapt to a rapidly changing environment.
• Strong organizational and time management abilities.
• Capability to build trust and influence customer actions.
• Proven track record of driving customer adoption and achieving desired outcomes.
• Experience in managing escalated customer situations.

Nice to have

• Experience with implementing SaaS products.
• Prior experience training customers on software platforms.
• Familiarity with workflows in healthcare or dental practices.
• Basic knowledge of networking, phone systems, and system integrations.
• Ability to thrive in new environments and help refine evolving processes.
• Strong ability to build relationships with both customers and team members.
• Self-starter mindset with a knack for identifying areas for improvement.

Skills & tools

• Customer training
• Project management
• Technical troubleshooting
• Software configuration

Practical notes

Work schedule is 7:00am-4:00pm or 8:00am-5:00pm. Employment is conditional upon a successful background check. Weave uses AI tools to enhance efficiency in hiring processes.