Implementation Specialist

Implementation Specialist

This role is on site in Huntington Beach, CA. We are seeking an Implementation Specialist to join our team. This role goes beyond standard onboarding and support: you will lead enterprise-level implementations, provide technical expertise, and serve as a trusted advisor to clients.

In addition to onboarding, training, and customer success responsibilities, you will assist clients with technical implementations, SQL reporting, system investigations, and API integrations, ensuring they maximize the value of our platform.

This is a full-time, permanent opportunity, offering a competitive salary and comprehensive benefits package. Qualified applicants must be willing and able to work on a W2 basis.

Salary: $70k - $80k

Responsibilities

Enterprise Onboarding & Implementation

• Lead onboarding for enterprise-level clients, including complex system setup, integrations, and advanced configurations.
• Serve as implementation project manager, collaborating with internal teams (Data, Documents, Support, Product) to ensure seamless migration of client data and workflows.
• Deliver tailored training via Zoom, documentation, and hands-on sessions to support client adoption.
• Configure bespoke onboarding and training curriculums to meet client-specific requirements.

Technical Expertise

• Assist clients with SQL reporting, data validation, and customized report generation.
• Provide API guidance and troubleshooting, supporting integrations with third-party applications.
• Investigate and resolve technical issues, escalating to engineering as needed while maintaining clear communication with clients.
• Act as a technical consultant, advising clients on best practices for system performance, reporting, and scalability.

Customer Success & Relationship Management

• Act as the primary point of contact for assigned enterprise accounts for the first 18 months of their journey, ensuring high levels of client satisfaction and retention.
• Proactively monitor client health and usage to identify opportunities for optimization and expanded adoption.
• Conduct regular success reviews, providing strategic recommendations to align The Mortgage Office with client business goals.
• Advocate for clients internally by relaying feedback to influence product enhancements.

Collaboration & Reporting

• Partner with Sales, Account Management, and Support to provide a cohesive, white-glove experience for enterprise clients.
• Maintain accurate documentation of all client activities, communications, and progress in HubSpot.
• Prepare follow-up communications and ensure timely responses to all client inquiries.
• Other duties as assigned.

Experience Requirements

• Bachelor's degree in Business, Finance, Technology, or related field (or equivalent experience).
• 2-5 years of experience in technical onboarding, or implementation roles preferably in financial technology, SaaS, or enterprise software.
• Strong understanding of financial reporting and enterprise software implementation.
• Proficiency with SQL, data analysis, and API integrations.
• Experience managing enterprise-level implementations with multiple stakeholders.
• Excellent communication skills, especially in delivering technical concepts to non-technical audiences.
• Strong project management skills with the ability to juggle multiple large-scale implementations.
• Familiarity with CRM systems (HubSpot preferred).