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.