The Role
Guide customers through SaaS onboarding: configure software using best-practice playbooks, run training, manage multiple implementation projects, document progress, troubleshoot issues, and collaborate cross-functionally while leveraging AI tools to optimize workflows.
Summary Generated by Built In
Ever wonder how the essential service teams keeping our communities clean, safe, and running smoothly get things done? They rely on WorkWave.
As an Associate Implementation Specialist, you won't just be setting up software—you’ll be the trusted guide helping real-world business owners transform how they run their daily operations. If you are tech-curious, detail-obsessed, and energized by helping people succeed, this is your launchpad. Armed with modern AI tools, structured playbooks, and dedicated mentors, you’ll master the end-to-end customer journey and build a powerhouse foundation for your career in SaaS.
WHAT YOU'LL DO:
- Learn & Grow: Actively build your product expertise alongside mentors and peers through hands-on collaboration, self-guided study, and structured software training.
- Guide the Implementation Journey: Support customers through their software onboarding process, tracking project progress and milestones using modern project management tools.
- Apply Best-Practice Workflows: Partner with clients to understand their daily operations, guiding them on how to configure and use our software using established best-practice playbooks.
- Deliver Engaging Client Training: Conduct clear, hands-on user training and share change-management strategies to ensure smooth, confident software adoption across the client’s team.
- Organize & Coordinate Projects: Manage multiple client onboarding projects simultaneously, ensuring key dates, deliverables, and quality standards stay strictly on track.
- Maintain Project Documentation: Track client progress and project updates in our specialized tools to keep stakeholders aligned and identify potential risks early.
- Provide Hands-On Troubleshooting: Offer empathetic, clear, and proactive support when clients encounter roadblocks during their implementation phase.
- Collaborate Cross-Functionally: Work closely with internal teams across the business to champion your clients’ needs and ensure a seamless onboarding experience.
- Leverage Modern AI Tools: Utilize internal AI-driven utilities and automated software tools to streamline project tracking, draft client documentation, and optimize your weekly workflows.
- Contribute to Team Knowledge: Help update and refine instructional materials, client setup guides, and internal training documentation over time.
WHAT YOU'LL BRING:
- Experience: 1–2 years of experience in customer service, software support, customer onboarding, or a similar customer-centric technical role.
- Technical Aptitude: 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).
- AI Readiness: Curiosity for and practical experience using standard AI productivity tools to work smarter and faster.
- Communication Skills: Exceptional written and verbal communication—you excel at making technical information feel simple, clear, and approachable.
- Organization & Detail: Strong time-management skills with a knack for prioritizing tasks, tracking details, and managing multiple timelines without dropping the ball.
- Problem-Solving Mindset: A proactive, inquisitive attitude with a passion for helping people overcome technical challenges.
- Teamwork & Soft Skills: High professionalism, adaptability, and an ability to collaborate fluidly across different teams and client personalities.
- Travel Flexibility: Ability and willingness to travel to client sites up to 25% of the time.
WHAT YOU SHOULD KNOW ABOUT US:
• We are laid back but buttoned up. We offer a casual work environment and remote work flexibility and have a passion for developing creative, innovative best in class solutions that directly contribute to the success of our customers
• We care deeply and deliver service and solutions that make a real difference in the lives of our clients and their businesses
• We openly accept others as they are and build strong partnerships based on trust
• Teamwork and collaboration is key to help our colleagues and customers solve their challenges
• Our team is energetic, fun, naturally inquisitive and eager to make an impact, we invite you to join us!
LOVE WHAT YOU DO, NO MATTER WHERE YOU DO IT:
• Join our Remote-First Global Work Community: WorkWave provides an innovative and dynamic remote-first Global Work Community that encourages growth, creativity, and collaboration. No matter what stage of your career or where you live, WorkWave is your place to be part of a global company with a startup feel, where your ideas matter and your growth is a priority.
A GLOBAL COMPANY WITH A LOCAL PRESENCE:
• We know that there are benefits of being in the office and working from home. WorkWave promotes a healthy work/life balance and provides employees with the flexibility of collaborating in the office or the option to work virtually if desired. Our teams are well versed at working collaboratively in a fully virtual environment.
• Our HQ is based at our state of the art home office in the historic Bell Works complex located in Holmdel Township, New Jersey. We keep our offices available to all to use when working remotely isn’t feasible, or to help with cross training, team building and/or brainstorming.
• We have employees in over 30 states, 7 countries and many regional offices - each with their own set of perks and opportunities to give back to the local community.
• Whether you work remotely or take advantage of one of our offices, you’ll find a community of WorkWavers that value diversity, and care deeply about our products, clients, our communities and each other.
RELAX, WE'VE GOT YOU COVERED:
• Employees can expect a robust benefits package, including health and dental and 401k with company match
AND BEYOND...
• Find your perfect work/life balance with our 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
GROW WITH US:
• We understand the impact of attracting and keeping top talent and reward intellectual curiosity and a thirst for personal and professional growth
• Encouraging our employees that already have an intimate knowledge of and passion for our products to apply for other roles within our walls just makes sense!
• Our employees have access to extensive video libraries for soft skill and role specific training available 24/7 and live trainings are provided throughout the year
JOIN OUR WINNING TEAM!
• 10 Time winner of Best Place to Work in New Jersey by NJBiz!
• WorkWave has been recognized with multiple awards for its outstanding products, growth and culture, including the Inc. 5000, SaaS Award, IT World Awards, Globe Awards, Silver Stevie Award for Employer of the Year, and Best Place to Work Inc. Magazine
• Recently named one of The Software Report's 3rd annual list of the Top 100 Software Companies of 2022 (worldwide!)
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status: Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WorkWave, we are dedicated to building a diverse, inclusive and authentic workplace, so if you feel like you could make a great impact in this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may just be the right candidate for this or other roles!
Skills Required
- 1-2 years experience in customer service, software support, customer onboarding, or similar customer-centric technical role.
- Comfort with basic SaaS concepts and modern workplace tools (G Suite, Excel/spreadsheets).
- Familiarity with CRM or project management tools such as Salesforce, Asana, or Monday.com.
- Curiosity for and practical experience using standard AI productivity tools.
- Exceptional written and verbal communication skills.
- Strong time-management, organization, and attention to detail for managing multiple timelines.
- Proactive problem-solving mindset and ability to troubleshoot implementation issues.
- Ability to collaborate across teams and maintain high professionalism and adaptability.
- Ability and willingness to travel to client sites up to 25% of the time.
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The Company
What We Do
WorkWave empowers service-oriented companies to reach their full potential through scalable, cloud-based software solutions that support every stage of their business life-cycle. At WorkWave, we think about business the way you do. We know that for service-oriented companies, there are many steps of your business journey - from signing new customers, delivering service in the field, to invoicing, and everything in between. We also know that gaining new customers requires even more: brand awareness, digital marketing and lead generation.
