About the RoleWe are seeking a high-energy, strategic Implementation Specialist to lead the successful integration of ClassWallet's solutions for our most valued partners. This isn't just a support role-it is a consultative leadership position. You are the architect of the customer's initial success and the primary driver of long-term platform adoption.
As an Implementation Specialist, you don't just follow a checklist; you own the project lifecycle. You will act as a trusted advisor to school districts, state agencies, and foundations, leveraging a deep understanding of their unique challenges to propose "out-of-the-box" solutions that align their workflows with our technology. Your goal is to turn complex onboarding into a seamless, value-driven experience that secures revenue and mitigates churn before it starts. This is a role for someone who is equally comfortable building relationships and rolling up their sleeves to get things done.
Responsibilities- Serve as the primary lead during the critical first phase of the customer lifecycle, providing expert guidance on best practices for platform configuration.
- Proactively identify opportunities for expansion and up-selling during the implementation phase by recognizing unmet customer needs and collaborating with the Client Success team to capture new revenue streams.
- Anticipate potential roadblocks in the onboarding process. When issues arise, you don't just report them-you propose creative, scalable solutions that keep the project on track.
- Manage complex, multi-stakeholder implementations, including new and existing clients, ensuring all deliverables are met with precision and within established timelines.
- Act as the "voice of the customer" for the Product and Engineering teams, synthesizing customer feedback into actionable insights for future platform enhancements.
- You contribute to a scalable deployment playbook - finding ways to apply what's worked before rather than reinventing the wheel with each new customer.
- Design and deliver high-impact training webinars and on-site training sessions that go beyond "how-to" and focus on "why," driving deep user buy-in.
- Maintain meticulous records in HubSpot and other internal tools, ensuring a seamless hand-off to the post-implementation support teams.
What You Bring- Consultative Mindset: You don't just take orders; you ask "why" and offer a better way.
- Proactive Ownership: You see around corners and solve problems before the customer even notices them.
- Exceptional Communicator: You can command a room (or a Zoom call) and translate technical jargon into business value.
- Creative Agility: You think outside the box to solve "unsolvable" workflow hurdles.
- Revenue-Focused: You understand that customer success is the primary engine for company growth.
Requirements- Experience: 3+ years in a client-facing implementation, consulting, or strategic account management role (SaaS experience preferred).
- Analytical Prowess: Ability to interpret complex data and translate it into a compelling narrative for customers.
- Tech Savvy: High proficiency in Microsoft Excel (data analysis) and Google Suite.
- Proven Track Record: Demonstrated ability to manage high-stakes projects with multiple moving parts and demanding stakeholders.
- Education: BA/BS degree preferred. Project Management Professional certification is highly preferred.
BenefitsClassWallet is a positive, family-oriented team environment. Our focus is on encouragement, positive reinforcement, and gratitude. We work hard and are highly motivated to win but with a healthy perspective on life.
We offer an excellent salary and benefits commensurate with experience.
