Implementation Specialist

Summary

WorkWave is a company that supports essential service teams in their operations. As an Associate Implementation Specialist, you will guide clients through their software onboarding process, ensuring they are effectively utilizing the tools to enhance their daily operations.

Responsibilities

• Actively build your product expertise alongside mentors and peers through hands-on collaboration, self-guided study, and structured software training
• Support customers through their software onboarding process, tracking project progress and milestones using modern project management tools
• Partner with clients to understand their daily operations, guiding them on how to configure and use our software using established best-practice playbooks
• Conduct clear, hands-on user training and share change-management strategies to ensure smooth, confident software adoption across the client’s team
• Manage multiple client onboarding projects simultaneously, ensuring key dates, deliverables, and quality standards stay strictly on track
• Track client progress and project updates in our specialized tools to keep stakeholders aligned and identify potential risks early
• Offer empathetic, clear, and proactive support when clients encounter roadblocks during their implementation phase
• Work closely with internal teams across the business to champion your clients’ needs and ensure a seamless onboarding experience
• Utilize internal AI-driven utilities and automated software tools to streamline project tracking, draft client documentation, and optimize your weekly workflows
• Help update and refine instructional materials, client setup guides, and internal training documentation over time

Skills

• 1–2 years of experience in customer service, software support, customer onboarding, or a similar customer-centric technical role
• Comfort with basic SaaS concepts and modern workplace tools (e.g., G Suite, Excel/spreadsheets, and familiarity with CRM or project management tools like Salesforce, Asana, or Monday.com)
• Curiosity for and practical experience using standard AI productivity tools to work smarter and faster
• Exceptional written and verbal communication—you excel at making technical information feel simple, clear, and approachable
• Strong time-management skills with a knack for prioritizing tasks, tracking details, and managing multiple timelines without dropping the ball
• A proactive, inquisitive attitude with a passion for helping people overcome technical challenges
• High professionalism, adaptability, and an ability to collaborate fluidly across different teams and client personalities
• Ability and willingness to travel to client sites up to 25% of the time

Qualifications

Must Haves

• 1–2 years of experience in customer service, software support, customer onboarding, or a similar customer-centric technical role
• Comfort with basic SaaS concepts and modern workplace tools (e.g., G Suite, Excel/spreadsheets, and familiarity with CRM or project management tools like Salesforce, Asana, or Monday.com)
• Curiosity for and practical experience using standard AI productivity tools to work smarter and faster
• Exceptional written and verbal communication—you excel at making technical information feel simple, clear, and approachable
• Strong time-management skills with a knack for prioritizing tasks, tracking details, and managing multiple timelines without dropping the ball
• A proactive, inquisitive attitude with a passion for helping people overcome technical challenges
• High professionalism, adaptability, and an ability to collaborate fluidly across different teams and client personalities
• Ability and willingness to travel to client sites up to 25% of the time

Benefits

• Remote work flexibility
• Remote-first Global Work Community: WorkWave provides an innovative and dynamic remote-first Global Work Community that encourages growth, creativity, and collaboration
• Promotes a healthy work/life balance
• Flexibility of collaborating in the office or the option to work virtually if desired
• Employees can expect a robust benefits package, including health and dental and 401k with company match
• Flexible Time Off policy or generous PTO plan (role dependent) and paid holidays
• Up to 4 weeks paid bonding leave
• Tuition reimbursement
• Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more!
• 24/7 access to virtual medical care with Teladoc
• Quarterly awards based on peer nominations
• Regional discounts and perks
• Opportunities to participate in charitable events and give back to the community
• Access to extensive video libraries for soft skill and role specific training available 24/7 and live trainings are provided throughout the year