Customer Implementation Specialist

About the role

Workstream is hiring a Customer Implementation Specialist to join their team based in Manila, Philippines. This role focuses on helping customers successfully adopt and integrate the Workstream platform into their daily business operations. The specialist serves as a primary point of contact during the onboarding and implementation phases, ensuring that new clients understand the product's full capabilities and can use it effectively from day one. The position requires close collaboration with cross-functional teams to deliver tailored implementation plans that align with each customer's unique business needs and long-term goals. The specialist plays a critical role in driving customer satisfaction and retention by ensuring a smooth and productive transition from purchase to active usage of the platform. The specialist also contributes to improving internal processes by sharing insights gained from each customer engagement.

Key facts

What you'll do

Support customers through the onboarding and setup process for the Workstream platform from start to finish

Collaborate with internal teams to design customized implementation plans that meet each client's specific needs

Conduct training sessions and workshops to help new users understand the core features and functionality

Monitor customer progress during implementation and identify areas where additional guidance or resources are needed

Document implementation procedures and best practices to improve future onboarding experiences for new clients

Gather feedback from customers to identify pain points and areas where the product can be improved

Coordinate with sales and product teams to ensure smooth handoffs and clear communication during implementation

Create detailed project timelines and key milestones to track implementation progress and keep stakeholders informed

Maintain regular communication with customers to address questions, concerns, and updates throughout the onboarding journey

Troubleshoot configuration issues and work with technical teams to resolve any implementation blockers quickly

Ensure that each customer achieves their defined success criteria within the agreed-upon implementation timeframe

Build and maintain strong relationships with customers to foster trust and long-term partnership

Review implementation documentation and ensure all customer records are accurate and up to date at every stage

Requirements

Demonstrated experience in customer success, implementation, or a related client-facing role within a growing company

Strong written and verbal communication skills with the ability to clearly explain technical concepts to non-technical audiences

Ability to manage multiple customer implementations simultaneously while maintaining a high level of attention to detail

Bachelor's degree or equivalent practical experience in a relevant field such as business, technology, or operations

Comfort with learning new software platforms and adapting to evolving product features and updates on a regular basis

Experience working in a fast-paced environment with shifting priorities, competing deadlines, and changing stakeholder expectations

Proven ability to build strong, trusting relationships with customers and internal stakeholders across multiple departments

Willingness to travel occasionally or work flexible hours to support global customers across different time zones

A proactive and self-directed approach to problem-solving with the ability to work independently and as part of a team

Strong organizational skills and the ability to prioritize tasks effectively in a dynamic and fast-moving environment

Nice to have

Familiarity with project management methodologies and tools for tracking implementation work and milestones

Previous experience in the software or technology sector is considered a valuable and relevant asset

Knowledge of data migration and integration processes would be considered a strong professional advantage

Experience creating comprehensive training materials and user documentation for new clients during the onboarding process

Skills & tools

Working knowledge of customer relationship management platforms and implementation tracking software

Familiarity with collaboration and communication tools used in remote and hybrid team settings

Experience with data analysis and reporting to measure implementation success and customer satisfaction

Understanding of software deployment workflows and structured customer onboarding best practices

Ability to navigate multiple software tools and switch between tasks efficiently and effectively

Proficiency with spreadsheet applications for tracking implementation timelines and customer metrics

Practical notes

This role is based in Manila, Philippines and requires regular on-site presence at the company office

Candidates should be prepared for a structured onboarding period during the first several weeks of employment

Workstream offers a collaborative team environment with opportunities for professional development and career advancement

The hiring process includes multiple interview rounds with both technical and cultural assessments conducted by the team