We are looking for an Implementation Specialist who thrives in a fast-paced environment, is passionate about problem-solving, and is relentless in ensuring customers successfully adopt our platform. This role is not for the faint of heart—our customers are highly skilled tradespeople who have operated the same way for years. It takes patience, creativity, and leadership to guide them through change.
If you're a strategic thinker, an excellent communicator, and someone who loves a challenge, we want you on our team!
What You’ll Do
- Own the onboarding experience: Work hands-on with new customers to implement FieldPulse, ensuring a smooth and successful transition.
- Overcome resistance to change: Our customers are experts in their trade but often hesitant about new technology. You’ll need to be patient, adaptable, and persuasive to help them see the value of FieldPulse.
- Be a strategic partner: Understand each customer’s unique workflows, identify gaps, and propose tailored solutions—even when they’re set in their ways.
- Problem-solve in real-time: When product limitations arise, you’ll need to think creatively to develop workarounds that ensure a seamless experience.
- Lead training and education: Conduct onboarding calls, product training, and best practice sessions to get customers up and running.
- Keep implementation on track: Drive project timelines, track progress, and communicate effectively with both customers and internal teams.
- Stay cool under pressure: When customers get frustrated or threaten to cancel, you’ll need the confidence and resilience to de-escalate, refocus, and drive toward success.
- Work cross-functionally: Collaborate with Sales, Product, and Engineering to ensure customers have the best possible onboarding experience.
- Be a champion for our customers: Advocate for customer needs and provide feedback to improve the FieldPulse experience.
What You Bring
- A relentless work ethic: You’re willing to go the extra mile to ensure customer success.
- 1+ years of experience in customer onboarding, implementation, or a similar customer-facing SaaS role.
- Project management skills: Ability to juggle multiple implementations while keeping customers engaged and moving forward.
- Strong communication and leadership: You’re clear, direct, and can guide customers confidently—even when they push back.
- Grit and adaptability: You embrace challenges, think on your feet, and don’t give up when things get tough.
- Critical thinking and problem-solving: You can troubleshoot technical issues, identify patterns, and develop creative solutions.
- High emotional intelligence: You understand customer frustrations and can build trust while keeping implementation on track.
- Comfort with technology: You can quickly learn new software and teach others how to use it effectively.
Why You’ll Love This Role
- You’ll have a direct impact on customer success and business growth.
- Every day presents a new challenge, keeping things exciting and far from routine.
- You’ll be part of a passionate, high-performing team that values ownership and leadership.
- There’s tremendous growth potential in this role as we scale.
Top Skills
What We Do
FieldPulse is an all-in-one application to run your field service business.
Cut down on administrative tasks and endless paperwork. With FieldPulse, you can schedule jobs, send itemized estimates and invoices, and even receive payments through your phone.
Increase your team’s efficiency by keeping them updated and on-track. Your team can see job and client details, track assigned tasks, and provide status updates.
Manage customer information, log comments, and keep track of past jobs and invoices. Know your customer better than ever and never lose track of payments.
