Implementation Specialist

Job description

Reports to: Head of Delivery & Operations Location: Remote (US) OVERVIEW The Implementation Specialist is responsible for executing customer onboarding and early adoption at Texture. This role focuses on taking customers from contract signed to first value delivered, ensuring a smooth, consistent, and high-quality onboarding experience. This is a hands-on execution role for someone who enjoys working directly with customers, following structured delivery processes, and turning complexity into clarity. You will partner closely with Delivery leadership, Engineering, and Commercial teams to ensure customers are successfully onboarded and ready to realize value. HOW THIS ROLE MAKES TEXTURE BETTER - Accelerates customer time-to-value through consistent onboarding execution - Improves delivery quality and customer confidence early in the lifecycle - Reduces internal friction by owning onboarding details and coordination - Enables scalable delivery as Texture grows CORE RESPONSIBILITIES 1. CUSTOMER ONBOARDING & IMPLEMENTATION - Execute end-to-end onboarding for new customers using defined frameworks and playbooks - Support customer configuration, setup, and training to enable early product adoption - Track onboarding progress, milestones, and readiness using internal tools - Identify risks or blockers early and escalate appropriately - Ensure clean handoff to Commercial or Account teams once onboarding is complete 2. DELIVERY SUPPORT & CUSTOMER INTERACTION - Serve as the day-to-day delivery contact during the onboarding window - Respond to customer questions related to setup, configuration, and product usage - Coordinate with Engineering and Product to resolve onboarding-related issues - Follow established communication standards and delivery rhythms 3. DELIVERY FEEDBACK & ISSUE ESCALATION - Capture customer feedback, usability issues, and defects encountered during onboarding and early adoption - Log bugs and delivery issues with clear reproduction steps, customer context, and observed impact - Follow defined triage and escalation paths to Engineering and Delivery leadership - Communicate issue status and next steps to customers during the onboarding window in alignment with delivery standards 4. DOCUMENTATION & PROCESS CONTRIBUTION - Contribute to onboarding documentation, guides, and templates - Help improve onboarding workflows, checklists, and internal tools - Capture delivery insights and customer feedback for leadership review WHAT SUCCESS LOOKS LIKE - Customers reach first value within defined onboarding timelines - Onboarding engagements are delivered on time and within scope - High customer satisfaction during onboarding - Clear escalation of risks and issues - Consistent use of onboarding processes and documentation QUALIFICATIONS - 3-5 years of experience in implementation, onboarding, customer support, or delivery roles - Strong organizational skills and attention to detail - Clear written and verbal communication skills - Comfort working with customers and internal teams in a fast-paced environment - Ability to follow structured processes while adapting to customer needs - Experience with SaaS tools, CRMs, or project tracking tools is a plus - Energy experience not necessary, but preferred - Experience working with technical teams and Scrum framework - SaaS or technical product exposure preferred but not required BENEFITS & PERKS - Sponsored Team Lunches: Twice-monthly company-sponsored lunches tied to team demo days. - Flexible Time Off: Flexible paid time off with a minimum of 20 days encouraged annually. - Parental Leave: 12 weeks of paid parental leave. - Bereavement Leave: Up to 2 weeks of paid bereavement leave. - Health Coverage: Medical, dental, and vision insurance fully covered for employees and their families (employees contribute $1/month). - Income Protection: Company-provided life insurance, short-term disability, and long-term disability coverage. - Pre-Tax Benefits: Access to FSA, HSA, commuter benefits, and dependent care savings. - Well-Being & Mental Health Support: A comprehensive suite of benefits supporting physical health, mental health, family planning, financial wellness, and pet wellness. - Retirement: 401(k) plan through Betterment. Texture is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, gender identity or expression, sexual orientation, marital status, veteran status, or any other legally protected characteristic. This role has a salary range of $120,000–$150,000. Actual compensation will be determined based on experience, skills, and other relevant factors.