Customer Implementation Specialist, Single Location

About the role

You will serve as the primary implementation specialist and trusted advisor from kickoff through go-live for every Single Location Customer assigned to your portfolio. This role requires you to manage the entire onboarding journey, balancing project management, customer education, technical troubleshooting, and go-live execution with precision and care. You will lead customer training and activation calls, configure and activate Weave systems, and troubleshoot implementation issues while partnering closely with Product, Support, Operations, and Engineering teams as needed. Success in this position is defined by customer adoption, implementation quality, customer satisfaction, and long-term retention, and you will document every interaction to ensure clarity and continuity. You will proactively manage customer expectations, communicate implementation milestones, and handle escalations with calm professionalism. Your role ensures customers understand how to maximize the value of Weave's features and feel confident using scheduling, texting, and communication workflows. You will schedule and conduct post-go-live check-in calls to support ongoing adoption and long-term success, delivering a five-star customer experience at every stage.

Key facts

What you'll do

• Serve as the primary implementation specialist and trusted advisor from kickoff through go-live for Single Location Customers.
• Manage a portfolio of Single Location Customers at various stages of implementation, ensuring timely progress and quality outcomes.
• Lead customer training and activation calls for Weave products, tailoring content to each customer's specific workflows and needs.
• Configure and activate Weave systems, ensuring settings align with customer requirements and business processes.
• Troubleshoot implementation issues and partner with Product, Support, Operations, and Engineering teams when deeper investigation is required.
• Proactively manage customer expectations by communicating implementation milestones, updates, and potential delays clearly.
• Handle customer escalations and adoption concerns with empathy, resolving issues efficiently while preserving trust.
• Ensure customers understand how to maximize the value of Weave's features, including scheduling, texting, and communication tools.
• Document customer interactions, implementation progress, and next steps in detailed records for future reference.
• Schedule and conduct post-go-live check-in calls to support adoption, gather feedback, and identify further optimization opportunities.
• Deliver a five-star customer experience throughout the onboarding journey, reflecting Weave's commitment to excellence.

Requirements

• 2+ years of experience in customer-facing roles, demonstrating a track record of professionalism and service orientation.
• Strong presentation and customer training skills, with the ability to communicate complex concepts in a clear and engaging way.
• Ability to manage multiple implementations simultaneously while maintaining attention to detail and high standards.
• Excellent verbal and written communication skills, with the capacity to adapt tone and style for diverse audiences.
• Strong technical aptitude and ability to troubleshoot software workflows, including navigating interfaces and resolving configuration issues.
• Ability to navigate ambiguity and operate effectively in a fast-changing environment, making sound decisions with incomplete information.
• Strong organizational and time management skills, ensuring deadlines are met and priorities are balanced efficiently.
• Ability to build trust and influence customer behavior, guiding clients toward successful adoption and value realization.
• Demonstrated ability to drive customer adoption and outcomes, using data and feedback to refine your approach.
• Experience handling escalated customer situations, maintaining composure and solution-focused communication under pressure.

Nice to have

• Experience implementing SaaS products, with a proven ability to guide users through complex onboarding journeys.
• Experience training customers on software platforms, using interactive and engaging methods to improve retention.
• Knowledge of healthcare or dental practice workflows, providing context for how Weave solutions fit into operational needs.
• Basic understanding of networking, phone systems, and integrations, aiding in the explanation of technical dependencies.
• Ability to thrive in a pilot environment and help shape evolving processes, contributing feedback that improves the implementation experience.
• Strong relationship-building skills with both customers and teammates, fostering collaboration and mutual respect.
• Self-starter mentality with the ability to identify opportunities for improvement and drive initiatives independently.
• Passion for helping customers adopt new technology and achieve measurable value, aligning their success with Weave's mission.

Practical notes

• Hybrid position: M/T/W in office and Th/F are WFH
• Schedule: 7:00am-4:00pm or 8:00am-5:00pm

Employment with Weave is contingent upon the successful completion of a background check, conducted in accordance with applicable laws.

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Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.

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