Customer Implementation Specialist, Single Location

Job description

An Implementation Specialist is responsible for guiding new Weave customers through the implementation, training, and activation of the Weave platform during the onboarding process. This role serves as the primary point of contact throughout onboarding, ensuring our customers are properly configured, trained, and prepared to successfully adopt scheduling, texting, and communication workflows. You will manage a portfolio of Single Location Customers at various stages of implementation, balancing project management, customer education, technical troubleshooting, and go-live execution. Success in this role is measured by customer adoption, implementation quality, customer satisfaction, and long-term retention - Hybrid position: M/T/W in office and Th/F are WFH - Schedule: 7:00am–4:00pm or 8:00am–5:00pm - Reports to: Manager of Implementation, Single What You Will Own - Serve as the primary implementation specialist and trusted advisor from kickoff through go-live. - Manage a portfolio of Single Location Customers in various stages of onboarding. - Lead customer training and activation calls for Weave products. - Configure and activate Weave systems. - Troubleshoot implementation issues and partner with Product, Support, Operations, and Engineering teams when necessary. - Proactively manage customer expectations and communicate implementation milestones. - Handle customer escalations and adoption concerns. - Ensure customers understand how to maximize the value of Weave’s features - Document customer interactions, implementation progress, and next steps. - Schedule and conduct post-go-live check-in calls to support adoption and long-term success. - Deliver a five-star customer experience throughout the onboarding journey. WHAT YOU WILL NEED TO ACCOMPLISH THE JOB - 2+ years of experience in customer-facing roles. - Strong presentation and customer training skills. - Ability to manage multiple implementations simultaneously. - Excellent verbal and written communication skills. - Strong technical aptitude and ability to troubleshoot software workflows. - Ability to navigate ambiguity and operate in a fast-changing environment. - Strong organizational and time management skills. - Ability to build trust and influence customer behavior. - Demonstrated ability to drive customer adoption and outcomes. - Experience handling escalated customer situations. CORE COMPETENCIES - Customer Focus - Project Management - Accountability - Problem Solving - Adaptability - Resilience - Communication - Collaboration - Resourcefulness - Results Orientation WHAT WILL MAKE US LOVE YOU - Experience implementing SaaS products. - Experience training customers on software platforms. - Knowledge of healthcare or dental practice workflows. - Basic understanding of networking, phone systems, and integrations. - Ability to thrive in a pilot environment and help shape evolving processes. - Strong relationship-building skills with both customers and teammates. - Self-starter mentality with the ability to identify opportunities for improvement. - Passion for helping customers adopt new technology and achieve measurable value. Employment with Weave is contingent upon the successful completion of a background check, conducted in accordance with applicable laws. At Weave, we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions, scheduling interviews, or reviewing applications against job-related criteria. For additional information, please review the External AI Policy Statement available on our Careers page. 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. Beware of recruitment fraud. All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.