Job SummaryThe Implementation Analyst will drive value to Esper customers by delivering complete, efficient, and high-quality implementations of the Esper platform. This role is responsible for guiding new customers from kickoff through go-live, setting the underlying foundation of their Esper environment, and promoting maximum value for their investment in Esper.
This is Esper's first dedicated Implementation Analyst role, sitting within the growing Professional Services organization. The Implementation Analyst will focus on system configuration, requirements gathering, data structuring, and administrator training-partnering closely with senior implementation resources to ensure each customer's deployment is set up for long-term success. This role does not own post-launch customer success, renewals, or account expansion; it is purpose-built to deliver excellent implementations.
Responsibilities- Drive and manage new customer implementations from kickoff to go-live, including requirements gathering, technical platform configuration, data structuring, administrator training, and any other deliverables defined in a customer's statement of work.
- Serve as the technical point of contact for new customers deploying Esper, as well as those expanding into additional functionality or modules.
- Interact directly with government leaders and policy staff on a daily basis-guide them through the implementation process and empower them to become confident administrators of their Esper platform.
- Translate customer workflows, regulatory frameworks, and operational requirements into clean, scalable Esper configurations that reflect Professional Services best practices.
- Partner closely with other Professional Services team members, Engineering, Product, Sales, and Customer Success to facilitate a consistent customer experience and ensure successful onboarding for new customers.
- Become an expert in governmental and policymaking processes across multiple states and levels of government.
- Understand customer pain points and partner with cross-functional teams to simplify, enhance, and automate processes that improve customer workflows.
- Leverage and continually develop best practices, templates, and reusable collateral for each customer vertical to improve future implementation efficiency.
- Log billable hours accurately and on time in Teamwork, and maintain disciplined tracking of project status, scope, and milestones.
- Gather and communicate customer feedback and feature requests to Product to help ensure Esper continues to be a must-have solution for our customers.
Requirements and Preferred Experience- 2+ years of experience in software implementation consulting, Professional Services, technical onboarding, or transferrable work with external clients.
- Experience configuring or deploying workflow-based SaaS platforms in a Professional Services, Solutions Architecture, or post-sales environment.
- Experience analyzing and reporting on operational data, with familiarity in government operational concepts, regulatory frameworks, or policymaking processes a strong plus.
- Strong Excel skills, including the use of formulas and functions such as VLOOKUP, pivot tables, and error-checking, and the ability to develop properly formatted reports.
- Familiarity with ETL tools, data migration, report creation, structured content onboarding, or product usage reporting is highly desirable but not required.
- Strong skills in conceptualization of patterns, data modeling, and configuration design.
- Ability to provide clear and effective remote support, guidance, and recommendations to build positive relationships with government customers.
- Track record of working in a fast-paced environment while balancing internal procedures and process improvements, all while collaborating with team members.
- Ability to adapt to a rapidly evolving product and respond strategically to customer needs.
- Excellent interpersonal skills, including verbal and written communication, teamwork, and customer service.
- A genuine interest in public policy and how technology can transform how government operates.
Benefits That Work for You- Competitive salary and stock option packages
- Top-tier health, dental, and vision insurance
- Short- and long-term disability, life insurance, and an optional FSA account
- Office setup allowance and a monthly stipend for utilities
- Flexible vacation policy and paid company holidays
- Professional development and growth opportunities
- A collaborative hybrid environment with our Austin, TX team
