Implementation Specialist

The Division
FAME is a trusted leader in services and software for the higher education industry. For over 40 years, FAME has provided a complete solution in both the Financial Aid and Student Information Systems.

The Position
The Implementation Engineer is responsible for the successful deployment, configuration, and onboarding of customers onto proprietary software solutions. This role serves as the technical lead during the post‑sale implementation phase, working closely with customers to install, configure, and validate software within their environment while ensuring a smooth transition to the Support team.

This position requires a strong engineering mindset, solid Windows and networking fundamentals, excellent English communication skills (verbal and written), strong Excel and data manipulation abilities, working knowledge of SQL, and a passion for improving implementation processes and customer outcomes.

Key Responsibilities

Customer Implementation & Project Management

• Serve as the primary technical point of contact for customers throughout the implementation lifecycle following product sale.

• Communicate clearly and professionally with customers via meetings, calls, and written correspondence.

• Create, maintain, and execute detailed implementation project plans, outlining milestones, deliverables, and timelines.

• Lead onboarding and kickoff calls to set expectations, review scope, and align implementation objectives.

Software Configuration & Deployment

• Configure proprietary software and associated add-ons based on each customer’s unique business, technical requirements, and contract scope.

• Review customer environments, workflows, and setup needs to deliver tailored software configurations.

• Install software in customer environments, including:

• On-premises PC or Windows Server installations

• SaaS deployments using Microsoft Remote Desktop or similar technologies

• Clearly document installation and configuration steps for both customers and internal teams.

Data Preparation, Validation & Analysis

• Work with customer-provided data files (Excel, CSV) during implementation.

• Review, validate, and manipulate data to ensure compatibility with system requirements.

• Perform data cleanup, formatting, transformations, and integrity checks prior to import.

• Utilize basic SQL queries to:

• Validate data accuracy

• Troubleshoot data issues

• Perform spot checks and verification during implementation

• Validate imported data for accuracy and completeness post import.

Technical Support During Implementation

• Provide hands-on technical assistance and clearly communicate troubleshooting steps and resolutions to customers.

• Collaborate with internal teams (Support, Development, Sales, Training) to address technical challenges or requirement gaps.

• Translate technical concepts into clear, customer-friendly explanations for non-technical users.

Customer Education & Knowledge Transfer

• Educate customers on required software functionality during the implementation phase through verbal instruction and written documentation.

• Guide customers through data entry processes and review data for completeness and accuracy.

• Ensure customers understand system usage, workflows, and best practices prior to go-live.

Transition & Handoff

• Coordinate a smooth transition from Implementation to Support upon project completion.

• Communicate implementation outcomes, configuration details, and known considerations to the Support and Training teams.

• Organize and lead handoff meetings with customers and internal teams to ensure continuity of service.

Process Improvement & Professionalism

• Continuously identify opportunities to improve implementation processes, data handling workflows, and documentation.

• Maintain a professional, customer-centric approach in all written and verbal communication.

• Perform other duties as assigned by the Implementation Team Lead.

Required Qualifications

• Proficiency with Windows 10 and Windows 11

• Experience with Windows Server 2012 or newer

• Basic understanding of networking concepts (DNS, ports, firewalls, RDP, etc.)

• Strong English communication skills, both verbal and written

• Strong proficiency in Microsoft Excel, including:

• Working with large datasets

• Formulas and functions

• Filtering, sorting, and data validation

• Experience working with CSV and flat-file data formats

• Ability to clean, transform, and validate data for system imports

• Strong troubleshooting, analytical, and problem-solving skills

• Demonstrated engineering mindset with attention to detail

• Ability to manage multiple implementation projects simultaneously

• Customer-focused attitude with a high level of professionalism

Preferred / Nice-to-Have Qualifications

• Basic to intermediate SQL knowledge (e.g., SELECT statements, joins, filtering, basic updates)

• Experience implementing enterprise or SaaS software

• Familiarity with Remote Desktop Services or virtualized environments

• Experience supporting or executing data imports during software implementations

• Experience creating or reviewing data mapping and import templates

• Experience producing customer-facing technical documentation

• Background in software implementation, systems administration, or technical support

• Experience working cross-functionally with Support, Sales, or Development teams