Implementation Consultant

The Onboarding Specialist is a critical role responsible for ensuring the seamless onboarding and successful launch of clients on our SaaS e-commerce platform. This role involves acting as a technical expert, managing a portfolio of projects, and delivering a high-quality onboarding experience within specified time and budget constraints. The successful candidate will work with a range of clients, from mid-market self-service to enterprise-level, setting appropriate expectations, improving processes, and ensuring consistent client satisfaction.

Responsibilities

Platform & Technical Expertise

Serve as a platform expert and technical subject matter expert during the onboarding phase, addressing client queries related to software, data feeds, APIs, and FTP protocols.

Provide actionable feedback to the Product Management team regarding feature improvements and product enhancements.

Create additional client-facing resources such as training videos and webinars; contribute to internal cross-training initiatives.

Client Onboarding

Set up, configure, and optimize customer accounts to meet individual client needs.

Conduct tailored training sessions for client user groups using established onboarding methodologies.

Handle configuration and troubleshooting during the onboarding process to ensure smooth implementation.

Transition clients seamlessly to the Support team post-implementation.

Collaboration & Communication

Work closely with cross-functional teams including Sales, Business Development, Engineering, Product Management, Customer Success Managers (CSMs), and Account Strategy Managers (ASMs) to ensure a smooth onboarding experience and resolve any blockers.

Stay actively updated on project statuses to maintain progress and avoid delays.

Communicate technical concepts effectively to both technical and non-technical stakeholders.

Requirements :

Fluency in both written and spoken English; proficiency in additional languages is a plus.

Solid understanding and / or hands-on experience with API integrations (REST and SOAP).

Familiarity with product data feed formats such as XML, TXT, CSV, and JSON, along with experience working with FTP protocols.

Strong working knowledge of Excel and HTML.

Minimum of 2 years’ experience in SaaS onboarding or implementation roles.

Proven ability to manage multiple complex projects simultaneously.

Strong analytical and problem-solving skills, paired with a proactive and positive attitude.

Excellent time management and task prioritization abilities.

Strong documentation skills with attention to detail.

Experience in developing and delivering software training programs.

Exceptional written and verbal communication, as well as presentation skills.

Preferred Qualifications :

Prior experience guiding API integrations from a technical or functional standpoint.

Exposure to enterprise-level clients and a solid understanding of the e-commerce industry.

Familiarity with remote training tools and platforms.

Project Management experience or relevant certifications (e.g., PMP, Prince2) would be a strong advantage.

If you're interested in this opportunity, please take a moment to fill out our Candidate Information Form to help us get to know you better.