About the RoleThe Implementation Specialist is the primary customer-facing technical lead from onboarding through early adoption. You work alongside the AI Strategist - they own the customer relationship and vision, you own the execution and comprehension. Your job is to make sure customers don't just sign off on a solution, they actually understand it, use it confidently, and succeed with it. At the end of the day, adoption and impact are how we keep score - go-live is just the beginning. The real win is customers who are measurably better off because of what we built.
We don't just hand off software and walk away - we work closely with our customers to make sure they actually adopt it, understand it, and see real results from it.
What You'll DoCustomer Onboarding & Engagement
- Own the customer experience by serving as primary contact during onboarding - guide customers through setup, training, and go-live
- Lead kickoff calls, status updates, and transition to post-implementation support
- Deeply understand each customer's business challenges and goals - and tailor the onboarding experience around what actually moves the needle for them
Training & Enablement
- Train customer teams on AI tools, workflows, and best practices
- Hand-hold customers through early adoption - build confidence, not just competence
- Stay current on Maigrate's evolving solutions to effectively educate customers on new capabilities as they roll out
Technical Support & Problem-Solving
- Test, debug, and validate implementations before and after go-live
- Act as a proactive liaison between customers and the internal technical team - identify and address blockers before they surface as problems
- Translate customer challenges into clear, actionable briefs for engineering - you're the bridge between what the customer is experiencing and what the team needs to fix it
- Escalate complex technical or configuration issues to internal specialists when needed
Customer Success & Value Delivery
- Measure success by customer outcomes, not just go-live dates - adoption, usage, and ROI are what matter
- Proactively identify opportunities where customers could get more value from their AI stack
- Collect and share customer feedback with the internal team - what you hear in the field shapes what we build next
Project & Relationship Management
- Maintain project timelines and manage customer expectations
- Visit customers on-site as needed to support training and adoption
What We're Looking For- 2+ years in SaaS onboarding, customer success, implementation, technical support, or a customer-facing technical role
- Hands-on experience with AI tools - including Claude (Claude Code and CLI experience preferred), Lovable, and familiarity with platforms like Cursor, Replit, Zapier, n8n, and Vercel is a strong plus
- Enough technical depth to get into the system - not just describe it
- Ability to understand customer challenges and work collaboratively with engineering to shape solutions
- Experience with SaaS platforms, system configuration, or software integrations
- A communicator who can make complex things feel simple
- Detail-oriented and personable - this role genuinely needs both
- Comfortable managing multiple customers and timelines without dropping the ball
- Familiarity with AI agent frameworks (e.g. Pydantic AI, Hermes) is a bonus but not required
- Experience with prompt engineering, context engineering, agent harnesses, and AI gateways for agent evaluation and observability is a strong plus
- Bachelor's degree in a related field preferred
