Implementation Specialist

Position Overview

As an Implementation Specialist, you’ll be the guide who helps customers get up and running successfully with our software. You’ll work closely with new clients to configure, launch, and optimize their solution so they can see value quickly. This role blends technical know-how with a customer-first mindset — making sure every implementation feels smooth, supportive, and tailored to the customer’s needs.

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You’ll collaborate with teammates across sales, product, customer success, and engineering, ensuring every handoff is seamless and every customer journey starts strong.

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What you need to bring

• Strong organizational skills and the ability to keep multiple projects on track.
• Clear communication skills – comfortable explaining technical steps to both technical and non- technical users.
• A knack for problem-solving and finding practical solutions.
• Experience with SaaS software, system configuration, or integrations (preferred but not required).
• Experience with the Complete Flight product line
• A customer-first approach, with patience, empathy, and professionalism.

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What you will do

Customer Success and Delivery

• Guide customers through onboarding and implementation, keeping projects on schedule and within scope.
• Help configure and test the software to match customer workflows and requirements.
• Lead engaging training sessions to set customers up for long-term success.
• Provide clear documentation of processes, configurations, and best practices.
• Play a key role in helping to implement custom functionality to meet unique client requirements, ensuring the solution aligns with their specific workflows and objectives.
• Provide consulting and professional services to help customers align the software with their business goals and maximize long-term value.
• Leverage AI-powered tools to streamline onboarding, automate routine tasks, and provide customers with faster, more accurate insights.

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Collaboration and Process Improvement

• Share ideas to continuously improve the onboarding journey and make it even smoother for future customers.
• Partner with engineering and product teams to resolve issues and provide customer feedback.
• Work closely with sales and customer success to ensure a seamless handoff at every stage.
• Track and maintain all implementation, consulting and other projects in company’s project management tracking solution.

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Customer Advocacy

• Be a trusted guide for customers in their first steps with our solution.
• Build strong, positive relationships that help customers feel confident and supported.
• Proactively identify potential roadblocks and work with customers to overcome them.

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Training & Enablement

• Deliver training that’s tailored to each customer’s needs, in person or virtually.
• Create easy-to-follow resources like guides, checklists, and FAQs.
• Continuously improve training content based on feedback and industry best practices.

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Additional Information

The Company reserves the right to amend your duties as reasonably required to meet evolving business needs.