Implementation Specialist

Job description

About Reputation Reputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real-time reputation performance everywhere, effectively functioning as a business's eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner, Kleiner Perkins, and Marlin Equity Partners, driving substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems, and top property management firms, with trust from over 250 partners including Google and Meta. Recognized recently as America’s Greatest Midsized Workplaces by Newsweek which rewards excellence and career development, and attracts player-coaches, team-oriented collaborators, and individuals who value perseverance and hustle. Your Role at Reputation : As a key member of the Implementation team, the Implementation Specialist is responsible for the technical onboarding and advanced configuration of new and existing customers onto our enterprise SaaS reputation management platform. This role requires a blend of strong technical aptitude, meticulous attention to detail, and a proactive approach to problem-solving. You will ensure the seamless deployment of diverse customer programs, manage the technical lifecycle of client tenants, and serve as a critical technical resource for both external customers and internal teams. How You’ll Shape the Experience : ● Platform Configuration & Deployment: ○ Execute the end-to-end technical onboarding of new clients, including specialized programs such as Automotive Dealer Onboarding for the Tier-3 Program. ○ Manage the full technical lifecycle of client instances, specifically handling the provisioning and deprovisioning of all customer tenants (Production, Sandbox, Trial). ○ Perform comprehensive data quality assessments and ensure all new tenants are deployed with an optimal and accurately configured data set, working closely with Implementation Managers. ○ Manage the specific setup and configuration requirements for Trial Tenant onboarding to ensure a quick and effective proof-of-concept experience. ○ Develop a deep, functional understanding of the Reputation platform's technical architecture and capabilities. ● Technical Support & Troubleshooting: ○ Serve as the technical expert for internal teams and enterprise customers, providing guidance and timely resolution for complex technical issues. ○ Troubleshoot and establish the root cause of advanced technical problems across various client environments, leveraging basic knowledge of front-end web elements (HTML, scripts). ○ Accurately reproduce customer issues, file detailed bug reports, and effectively escalate cases to the Engineering team with necessary documentation. ● Process Improvement & Documentation: ○ Proactively assist with the implementation and documentation of new tools and procedures to continuously improve the overall client onboarding experience and team efficiency. ○ Support the Implementation team by ensuring all technical tasks are handled correctly and meet defined service level agreements (SLAs). The Skills That Set You Apart : ● A minimum of 2 years of experience providing specialised technical support or implementation services for enterprise SaaS-based software solutions is required. ● Working knowledge of HTML and basic scripting concepts (e.g., JavaScript tags) for platform installation and front-end troubleshooting. ● Proven ability to think analytically and methodically with exceptionally high attention to detail. ● Advanced proficiency in Microsoft Excel (or Google Sheets) for data manipulation, analysis, validation, and large-scale data cleansing. ● Excellent verbal and written communication skills with the ability to translate complex technical concepts/explanations into clear, effective guidance for non-technical users. ● Excellent time management skills and the ability to thrive in a fast-paced, high-growth, and rapidly changing environment Our Benefits & Perks We believe our people deserve to feel supported, valued, and rewarded both in and out of work. That’s why we offer a generous and thoughtfully designed benefits package, including: Health Insurance & Wellness Benefits: Group Health Insurance: Medical Insurance with floater policy of up to Rs 10,00,000 for employee + spouse + 2 dependent children + 2 parents / parent-in-laws Maternity Benefits: Medical insurance up to 75,000 INR, 26 weeks of leave for birth, adoption or surrogacy Life Insurance: Insurance at 3x annual cost to the company (Term Insurance, GPA) Accident/Disability Insurance: Insured at 3x base salary for permanent total disability, permanent partial disability and temporary total disability (GPA) OPD: As part of your health benefits, Employees are entitled to an annual OPD allowance of ₹7,500. This can be used for doctor consultations, diagnostic tests, and prescribed medications. The benefit is applicable to both the employee and eligible dependents and should be claimed within a month's time. AHC: All employees are eligible for one complimentary Annual Health Check each year. Employees may also extend this benefit to their dependents, they can avail the same package at the specially negotiated rates, payable by the employee. Leaves Company Holidays: 10 paid holidays per year (see annual Holiday Calendar) Casual/Sick Leave: 12 days per year (pro-rated) Earned Leave: 2 days per month (pro-rated) Extended Company Holidays: 4 additional paid days off Maternity Leave: 6 months Paternity Leave: 10 working days Bereavement Leave: 10 working days Car Lease: Reputation is offering a Car Lease Program that allows employees to lease a car with no upfront cost or down payment. They benefit from a fixed monthly lease rental and 20-30% tax savings. We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. To learn more about how we handle the personal data of applicants, visit our Candidate Privacy Notice . Applicants only - No 3rd party agency candidates.