Customer Implementation Specialist, Multi Location

About the role

As a Customer Implementation Specialist at Weave, you will be responsible for managing the end-to-end setup, configuration, and deployment of our software and phone system solutions for our Multi Location offices. Your primary focus will be to ensure a smooth and efficient transition from the sales phase to active use by overseeing system installation, coordinating technical resources, and guiding customers through each step of the implementation process. Acting as both a project manager and a trusted advisor, you will partner closely with IT teams, administrators, and key stakeholders to tailor solutions that meet complex business needs, minimize downtime, and accelerate the realization of value from our platform. Your efforts will directly impact customer satisfaction and long-term success, helping clients maximize their investment and establish a solid foundation for sustained growth.

Beyond the initial deployment, your role will involve setting customers up for ongoing success. By aligning implementation strategies with customer goals, promoting best practices, and ensuring adoption, you will help Multi Location clients fully our platform's capabilities. Your work will contribute to building strong relationships, fostering customer loyalty, and enabling clients to achieve their business objectives through effective use of our solutions. This position offers an to work in a collaborative environment, directly influence customer outcomes, and develop expertise in deployment and technical support within a fast-paced, innovative company.

Key facts

Location: Weave - Headquarters (Lehi

Headquarters (Lehi, UT)

Engagement: Full-time

Salary: in the source

This role will be based on-site at our headquarters in Lehi, Utah, and requires physical presence in the office on M/T/W, with optional WFH on Thursday and Friday. The position involves working closely with internal teams and customers to deliver successful implementations, ensuring that each client's setup aligns with their specific needs and expectations.

What you'll do

• Develop and nurture strong relationships with customers throughout the entire implementation process, acting as their primary point of contact and trusted advisor.
• Manage a diverse portfolio of Multi Location customers at various stages of deployment, ensuring timely progress and satisfaction.
• Serve as the project manager for each customer, coordinating all activities related to system setup, configuration, and deployment.
• Keep customers informed about project milestones, timelines, and any potential issues, setting clear and realistic expectations.
• Educate and train customers on how to maximize the value of the Weave platform, including best practices for usage and adoption.
• Deliver a five-star customer experience by providing attentive, professional, and proactive support during all interactions.
• Troubleshoot, triage, and prioritize technical issues that arise during implementation, working efficiently to resolve problems and minimize downtime.
• Collaborate with cross-functional teams, including technical support, sales, and product teams, to coordinate onboarding tasks and ensure smooth execution.
• reports and data from various systems to monitor progress, identify potential risks, and guide decision-making for your customer portfolio.
• Assist customers in configuring their systems to meet their unique business needs, ensuring solutions are tailored and effective.
• Facilitate communication between customers and internal technical teams to resolve complex setup or integration issues.
• Help customers understand and adopt best practices for long-term success, including ongoing usage, maintenance, and future upgrades.
• Document implementation processes, customer feedback, and technical configurations to support continuous improvement and knowledge sharing.
• Contribute to the development of onboarding materials, training resources, and process improvements to enhance the customer experience.
• Maintain a thorough understanding of the platform's features and capabilities to effectively support customer needs and answer technical questions.
• Participate in regular team meetings, sharing insights and strategies to improve overall deployment success and customer satisfaction.
• Stay informed about product updates, new features, and industry trends to provide relevant guidance and support to customers.
• Ensure compliance with company policies, including confidentiality, data security, and ITAR regulations when applicable.
• Support the onboarding of new customers and assist in scaling implementation processes as the company grows.

Requirements

• At least 2 years of project management or implementation experience, specifically in a customer-facing role.
• Basic understanding of networking concepts, VoIP systems, and technical troubleshooting skills.
• Hands-on experience working with CRM tools such as Salesforce or HubSpot.
• Strong critical thinking and problem-solving abilities, capable of addressing complex technical issues.
• Ability to work efficiently in a fast-paced, KPI-driven environment with multiple priorities.
• Excellent verbal and written communication skills, with the ability to articulate technical concepts clearly and simply.
• Demonstrated technical aptitude and comfort working with various software and hardware systems.
• Customer-centric approach, focused on delivering exceptional service and building long-term relationships.
• Strong organizational skills, with the ability to manage multiple projects and deadlines simultaneously.
• Ability to collaborate effectively with cross-functional teams and stakeholders.
• Self-motivated, proactive, and highly organized, with a strong sense of accountability.
• Willingness to learn new technologies and adapt to evolving customer needs.

Nice to have

• Bachelor's degree in a related field or equivalent experience.
• Project management certification such as PMP or similar credentials.
• Experience working with multi-location or enterprise clients.
• Knowledge of ITAR regulations and compliance requirements.
• Prior experience deploying communication solutions or SaaS platforms.
• Familiarity with industry best practices for customer onboarding and technical support.

Skills & tools

• Customer relationship management (CRM) tools such as Salesforce or HubSpot.
• Basic networking and VoIP knowledge.
• Data analysis and reporting skills to monitor implementation progress.
• Strong organizational and time management skills.
• Effective communication skills, both written and verbal.
• Ability to troubleshoot technical issues independently.
• Familiarity with project management methodologies and tools.
• Ability to interpret technical documentation and translate it for non-technical audiences.

Practical notes

• This position requires on-site presence at our Lehi, UT office on M/T/W, with optional WFH on Thursday and Friday.
• Employment is contingent upon the successful completion of a background check, conducted in accordance with applicable laws.
• We use Artificial Intelligence (AI) tools to enhance our work processes and candidate experience; these tools may assist with writing job descriptions, scheduling interviews, or reviewing applications.
• We are committed to fostering an inclusive workplace and welcome applicants from diverse backgrounds.
• We value continuous learning and problem-solving, and encourage proactive engagement with new challenges.
• All official communication regarding this role will occur through Weave-branded email; beware of recruitment fraud or unofficial contacts.
• We do not ask candidates for bank account information, to cash checks, or to purchase software or equipment during the interview or hiring process.
• This role involves working closely with technical teams and customers to ensure successful deployment and adoption of our solutions.
• The position offers an excellent opportunity to develop expertise in SaaS deployment, customer success, and technical support within a growing company.