Implementation Specialist

Job description

About the role As an Implementation Specialist at Dockwa, you will own the critical bridge between sale and success—transforming new marina customers from contract signature to confident, productive platform users. You'll guide marinas through product configuration, data migration, system integration, and training, ensuring every implementation is tailored, timely, and sets the foundation for long-term retention. This role reports to the Customer Success leadership team and sits at the intersection of Sales, Product, and ongoing Customer Success. You'll work closely with Account Executives during handoff, collaborate with Product teams on complex configurations, and partner with Marina Success Managers to ensure smooth transitions from implementation to steady-state support. From helping marinas transition to digital contracts to configuring POS systems and migrating dock maps, you'll ensure each customer goes live successfully. Your work directly impacts time-to-value, product adoption, and gross retention—the metrics that determine whether we scale from $10M to $100M ARR. Core responsibilities 1. Customer Onboarding & Implementation Guide marina customers through product configuration, system integration, and go-live readiness Migrate and configure customer data including rates, inventory, contracts, and dock maps Configure POS systems and modular features (Service, Rentals, Fuel, etc.) based on marina operational needs Manage implementation project timelines, ensuring on-time go-lives and minimal customer friction Tailor onboarding experience to customer size, complexity, and technical sophistication 2. Training & Enablement Conduct training sessions focused on product adoption and operational success across various user roles Create and continuously improve training materials, onboarding documentation, and Help Center content Deliver clear, effective training on product best practices for marina staff at all technical levels Develop customer-facing resources that reduce support burden and enable self-service learning Identify knowledge gaps and build enablement assets to address recurring customer questions 3. Cross-Functional Collaboration & Product Feedback Work closely with Product, Sales, and Support teams to address implementation challenges and align messaging Collect and synthesize customer feedback during onboarding to influence product improvements and roadmap priorities Partner with Sales during handoff to ensure implementation expectations align with what was sold Collaborate with Marina Success Managers to create smooth transitions from implementation to ongoing support Surface implementation blockers, technical gaps, and customer experience issues to leadership 4. Process Development & Implementation Excellence Manage multiple implementations simultaneously while maintaining quality and attention to detail Build and refine implementation playbooks for different customer segments and product tiers Identify patterns in implementation challenges and recommend process improvements Contribute to scaling implementation operations as customer volume grows What we're looking for 4+ years in Implementation, Onboarding, Customer Success, or similar customer-facing role, preferably in SaaS or technology-driven environments Strong organizational skills with proven ability to manage multiple complex projects simultaneously Excellent communication and training skills—ability to explain technical concepts clearly to non-technical audiences Experience with CRM and implementation tools (Salesforce experience strongly preferred) Detail-oriented approach to data migration, system configuration, and customer-facing documentation Ability to balance multiple priorities, adapt quickly, and thrive in fast-paced environments Passion for technology, boating, hospitality, or operations is a plus About Dockwa Dockwa is reshaping the $60+ billion marine industry. After 12 years of building trust with marina operators and boaters, we have achieved something rare: category-defining position in a fragmented industry ready for transformation. The marina industry is experiencing a generational shift. Private equity consolidation is accelerating. Operators face pressure to run marinas like real businesses, not lifestyle assets. This creates the opportunity to become the default operating layer for an industry that has never had one.