Implementation Specialist

Implementation Specialist

Work Authorization Notice: Candidates must be authorized to work in the United States for the duration of employment without requiring current or future employer sponsorship of any kind, including but not limited to OPT, STEM OPT, H-1B, or any other visa classification.

Location:

Remote (US)

CommunityPass is a comprehensive recreation management platform that enables municipalities, schools, YMCAs, camps, and community organizations to manage program registration, memberships, facility reservations, point-of-sale transactions, payments, and constituent engagement through a unified cloud-based solution. CyberGolf is a golf operations management platform that helps golf courses and clubs manage tee sheets, memberships, tournaments, point-of-sale operations, events, food and beverage services, and customer engagement.

The Implementation Specialist is a customer-facing onboarding and implementation professional responsible for leading customers through the successful deployment of CommunityPass and CyberGolf solutions from project kickoff through production go-live.

Serving as both a project manager and trusted advisor, this role partners closely with customers to understand their operational needs, configure software solutions, coordinate implementation activities, deliver training, manage project timelines, guide organizational change, and drive customer readiness and adoption.

Working collaboratively with Sales, Product Management, Engineering, Customer Success, and Support, the Implementation Specialist manages multiple concurrent implementation projects while proactively identifying and mitigating risks, maintaining project momentum, and ensuring customers achieve a successful transition into ongoing operations. Success in this role requires exceptional organization, strong communication skills, consultative problem-solving, and a commitment to delivering an outstanding customer implementation experience.

What You'll Do:

• Onboarding and Implementation Planning
• Lead customer discovery sessions to understand customer business processes, operational objectives, implementation requirements, and opportunities to align workflows with platform best practices.
• Develop project plans, timelines, milestones, and implementation strategies.
• Establish project scope, customer expectations, and communication plans.
• Project Delivery
• Manage multiple concurrent implementation projects of varying size and complexity from kickoff through production go-live.
• Configure CommunityPass and CyberGolf solutions based on customer requirements, business objectives, and implementation best practices.
• Coordinate implementation requirements that involve collaboration with Product and Engineering teams to support customer-specific configuration or development needs.
• Coordinate third-party integration setup and implementation dependencies, including payment processing configuration, as part of the customer implementation workflow.
• Proactively identify project risks, manage scope, communicate project status, and ensure successful project delivery.
• Customer Enablement
• Deliver customer training and knowledge transfer to support successful platform adoption.
• Provide consultative guidance by recommending best practices that align customer business processes with product capabilities while maximizing adoption and long-term customer success.
• Prepare customers for go-live through readiness planning and adoption activities.
• Go-Live & Transition
• Lead customer go-live activities and validate implementation readiness.
• Complete project documentation and transition customers to Customer Success and Support only after implementation objectives have been achieved and any remaining items have been appropriately documented and handed off.
• Collaboration & Continuous Improvement
• Partner with Sales, Product, Engineering, Customer Success, and Support throughout the implementation lifecycle.
• Contribute to the continuous improvement of implementation methodologies, documentation, and customer experience.

What You'll Bring:

• 3+ years of experience in Professional Services, software implementation, customer onboarding, consulting, project management, or related customer-facing SaaS role.
• Proven experience managing multiple concurrent customer implementation projects while balancing competing priorities and deadlines.
• Strong customer-facing communication, presentation, and relationship management skills.
• Experience facilitating business process discovery and translating customer requirements into effective implementation plans and software solutions.
• Experience delivering customer training and facilitating knowledge transfer.
• Excellent organizational, analytical, problem-solving, and time management skills.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Proficiency with Microsoft Office 365 and virtual collaboration tools.
• Experience working within a Professional Services Automation (PSA) platform, such as Kantata, or a similar project management and implementation tracking solution.

Preferred Qualifications

• Experience implementing SaaS or cloud-based software solutions in a customer-facing consulting or Professional Services environment.
• Experience working with recreation management, golf operations, municipal, education, nonprofit, membership management, or association management software.
• Experience with software configuration, testing, and data migration activities.
• Familiarity with CRM, ERP, or Association Management Systems (AMS).
• Knowledge of implementation methodologies and project management best practices.
• Project Management certification (PMP, CAPM, Agile, Scrum, or equivalent) is a plus.
• Experience working in a customer consulting or Professional Services organization.
• The Company offers a comprehensive employee benefits program, including: Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• 100% employer-paid Basic Life and AD&D insurance
• 401(k) retirement plan with a 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 12 weeks paid parental leave

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