Implementation Specialist

Title: Implementation Specialist

Location: Remote US

Reports To: Senior VP of Production

Compensation: $65,000 - 70,000 base salary, plus benefits and equity

About Brilliant:

Brilliant is an innovative branded products and corporate gifting company. Built with our clients in mind and a focus on creativity and technology, Brilliant curates, produces, and helps companies distribute memorable branded merchandise and custom products. Whether it's newsworthy press kits, welcome gifts for new employees, merchandise sets to promote a product launch, or giveaways people love - our team of retail trend experts and designers work together to produce impactful products that bring brands to life.

As a full-service partner, we offer product concepting, sourcing, design, custom packaging, merch collections, company stores, touchpoint gifting, warehousing, fulfillment and distribution.

Technology is part of our DNA. Our proprietary systems gives clients instantaneous access to important information and tools, including real-time inventory data, on-demand fulfillment services, and convenient 3rd party system integrations, such as Salesforce, Workday, and Zapier - reducing busy work and creating a seamless experience for gift givers and receivers.

The Implementation Specialist plays a key role in delivering successful software implementations for our clients, serving as the execution owner from kickoff through launch. This role is responsible for translating client needs into well-planned, well-run implementations while coordinating closely with internal teams such as Sales, Account Management, Product, Engineering and Design.

You'll need to be comfortable leading client-facing implementation calls, managing timelines and deliverables, and ensuring that both software configuration and client-facing assets are completed accurately and on time. The Implementation Specialist balances structured, long-term implementation work with the ability to respond to time-sensitive issues as they arise.

This position involves hands-on software setup and ongoing optimization, often alongside manual service workflows, with an expectation of identifying patterns, gaps, and improvement opportunities to share with Brilliant’s Product team. The role collaborates closely across teams and works directly with clients to resolve issues, clarify requirements, and support adoption.

While the role does not require coding, it does require comfort with technical fundamentals such as HTML, CSS, third party APIs and our integrations in order to support launches and troubleshooting, configuration, and client guidance. Overall, the Implementation Specialist is a highly collaborative, execution-focused role that contributes directly to the quality, consistency, and scalability of client software implementations.

• Lead client software implementations from kickoff through launch, serving as the primary owner of execution and delivery.
• Run implementation calls with clients, setting clear agendas, managing action items, and keeping projects moving forward.
• Translate client goals and requirements into clear implementation plans, timelines, and configuration decisions.
• Partner with Account Management to ensure implementations align with broader client objectives and long-term account success.
• Coordinate design asset needs with our design team, or occasionally our client’s creative teams, to complete the final leg of implementations.
• Project management of integration and automation roll outs for clients with our platform engineering team and product management teams.
• Gather, document, and communicate client asset requirements, feedback, and revision requests.

Software Setup & Lifecycle Management

• Manage the setup and configuration of Brilliant’s software tools, including our automations and integrations, for individual clients and projects.
• Test configurations prior to launch to ensure accuracy, functionality, and quality.
• Troubleshoot issues and adjust setups as needed throughout the client lifecycle.
• Support ongoing optimization of client implementations post-launch.
• Coordinate cross-functional resources (Design, Integrations, Product, Client Success, and technical teams) to ensure on-time, high-quality launches.
• Track implementation progress, risks, and dependencies, proactively addressing blockers.
  Help improve implementation workflows, templates, and best practices over time.

Documentation, Training & Enablement

• Partner with Product Management to understand new releases and feature updates.
• Contribute to internal documentation and training materials to support team adoption and consistency.
• Guide clients through software adoption during and after implementation, ensuring confidence and clarity for their follow up questions and needs that are beyond the expertise of our Account Management team members.

• Identify recurring client challenges, usability issues, and workflow friction.
• Share structured feedback and insights with Product and Engineering teams to inform future improvements and roadmap decisions.
• Provide input on early concepts or changes based on hands-on implementation experience.

• 2+ years of experience in software implementation, technical customer support, product specialist, business analyst, or a similar role.
• Strong problem-solving skills with the ability to think analytically in a fast-paced environment.
• Excellent verbal and written communication skills, especially in client-facing settings.
• Customer-first mindset with a focus on delivering high-quality implementation experiences.
• Comfort learning and navigating new software platforms quickly.
• Experience with CRM tools and support ticketing systems.
• Basic proficiency with HTML and CSS (no coding required; familiarity for troubleshooting templates and small adjustments).
• General familiarity with APIs and technical concepts sufficient to support describing integration workflows and answering basic client questions and troubleshooting issues

Brilliant Perks & Benefits: We’re pleased to offer our full-time teammates  Medical, Dental, & Vision benefits in addition to perks like flexible PTO, paid company holidays, and a work from home stipend for new hires!
Impact at scale: Work with top brands and support thousands of personalized gifting experiences annually

Cutting-edge tech stack: By building our technology in-house as well as hosting our own fulfillment center, we blend curated technology and powerful systems to provide curated offerings, fulfillment workflows, and automation 

Hands-on collaboration: Join a team that’s passionate about providing high quality, curated offerings, that enhance brand and employee loyalty, while working cross-functionally across the organization.  

Global footprint: Support clients across 180+ countries and impact the full giftee journey

Growth & innovation: Contribute to developing new platform capabilities and workflow possibilities

EEOC Statement:

Brilliant is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy, or any other characteristic protected by law. Our policy of equal employment opportunity applies to all aspects of employment, including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. We are committed to fostering a fair and merit-based workplace where every employee feels valued and respected.

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