Implementation Specialist I

The Implementation Specialist I is responsible for application setup, configuration, validation, and advanced troubleshooting for StoneEagle retail products. The role supports new client implementations, conversions, and rooftop migrations, with primary specialization in StoneEagle menu and secondary competency in StoneEagleMETRICS. This position also serves as a Level 2/3 escalation resource, performs root cause analysis, and documents and transfers application knowledge to strengthen team capabilities and reduce single point of failure risk.

Expectations

You are expected to demonstrate integrity and trust in all interactions, both within the company and with clients, affiliates, competitors, and industry. Speak up with your ideas and opinions, especially when they offer a different perspective, and show resilience during challenging times. Strive to deliver exceptional. "WOW" experiences to colleagues and clients, balance quality with meeting deadlines, and contribute to the future growth and improvement of our organization. Your role is to positively impact our people, products, processes, and outcomes, making lives better both internally and externally.

• Own end-to-end StoneEagle menu setup and configuration for new dealership clients, including products, rates, pricing, presentation layout, users, integrations, internal QA, and go-live validation.
• Perform StoneEagleMETRICS setups as assigned, including product mapping, DMS import mapping, and calculation/configuration validation, to provide team coverage and bench depth.
• Build, audit, validate, and correct product mappings, rate tables, and vendor/provider assignments; reconcile system output against source data before client release.
• Lead application conversions and rooftop migrations, including data validation, parallel-run comparisons, multi-rooftop sequencing, standardization, dependency tracking, and post-go-live checks.
• Serve as the Level 2/3 escalation point for complex menu issues and secondary METRICS setup/mapping issues, and perform root cause analysis of pricing, presentation, integration/DMS data, and calculation discrepancies.
• Distinguish configuration issues from product defects; reproduce and document defects for Development, validate fixes, and close the loop with requesters on cause and resolution.
• Identify recurring configuration, mapping, and product issues and recommend upstream processes or product improvements that prevent repeat escalations.
• Maintain setup checklists, templates, troubleshooting procedures, and documentation of known issues so that work is repeatable and application knowledge is shared across the team.
• Train and mentor Support and Implementation team members on menu functionality, setup practices, and diagnostic techniques; provide leadership feedback on observed skill and training gaps.
• Provide backup support queue coverage during high volume, PTO gaps, or after-hours/weekend rotation, and support special reports, product feedback, testing, and client training as needed.

Experience

• 3+ years of hands-on experience in application setup, configuration, implementation, or advanced technical support for a software product.
• Experience working with data files and reconciling source data against system output.

Preferred:

• StoneEagle Menu experience or equivalent automotive F&I menu/desking platform experience.
• StoneEagleMETRICS or comparable reporting-platform setup experience is a plus.
• Experience managing multiple implementations, projects, conversions, or escalations independently with minimal direction.

Skills and Competencies

• Working knowledge of retail automotive F&I processes, products, menu presentation, and rate structures.
• Analytical and investigative problem-solving with persistence to identify root cause rather than apply repeat manual fixes.
• Close attention to accuracy and detail, particularly where configuration impacts client-facing pricing and reporting.
• Strong organization and prioritization across concurrent setups, conversions, projects, and escalations.
• Clear written and verbal communication with dealership users, business stakeholders, and internal technical teams.
• Strong documentation discipline and willingness to transfer knowledge and mentor others.
• Professional and steady under pressure, including when working with escalated or frustrated clients.
• Sound judgment to work independently and recognize when to engage Product, Development, or leadership.
• Receptive to coaching and feedback with a commitment to continuously deepen application and industry knowledge.

Technical Skills

• Strong Microsoft Excel skills for data review, validation, and reconciliation.
• Familiarity with DMS platforms and data/integration concepts; experience with CDK, Reynolds, Tekion, or Lightspeed preferred.
• Experience with Salesforce or a comparable CRM/case management system.
• Experience with Jira or comparable issue-tracking tools.

Preferred:

• StoneEagle menu configuration knowledge; StoneEagleMETRICS setup knowledge is a plus.