Implementation Specialist

The Implementation Specialist is responsible for guiding new clients through the onboarding and implementation process while ensuring a smooth, successful launch experience.

This role serves as the primary project manager for new implementations, coordinating activities between clients and internal teams. The Implementation Specialist will lead kickoff meetings, manage project timelines, configure client environments, deliver training, and support clients through launch and early adoption.

The ideal candidate is highly organized, relationship-oriented, and enjoys helping clients navigate change and achieve success.

• Serve as the primary point of contact for new client implementations.

• Lead project kickoff meetings and implementation planning sessions.

• Develop and manage implementation timelines and project plans.

• Coordinate client deliverables, data collection, and system setup requirements.

• Ensure all implementation milestones are completed on schedule.

• Monitor project progress and proactively address risks or delays.

• Facilitate communication between clients and internal teams.

• Configure client environments within Lebra platforms.

• Build and manage frameworks, pathways, permissions, and organizational structures.

• Validate platform setup and conduct quality assurance reviews prior to launch.

• Coordinate data imports and integrations when applicable.

• Document implementation decisions and client requirements.

• Deliver onboarding and training sessions for administrators, leaders, and end users.

• Create and maintain implementation guides and training resources.

• Support clients during launch and initial adoption periods.

• Provide best practices and recommendations for successful platform utilization.

• Monitor adoption and engagement during the first 90 days following launch.

• Conduct post-launch check-ins and implementation health reviews.

• Partner with Client Success to ensure seamless transition from implementation to ongoing support.

• Identify potential adoption barriers and proactively develop solutions.

• Gather client feedback and communicate enhancement opportunities to internal teams.

• Support renewal and expansion conversations through successful implementation outcomes.

• Expand and maintain implementation documentation within Intercom and internal systems.

• Create scalable resources including videos, guides, FAQs, and onboarding materials.

• Document and improve implementation processes and standard operating procedures.

• Identify opportunities to improve efficiency, scalability, and client experience.

• Support training workshops, webinars, and conference presentations.

• Assist with client-facing events and implementation-related marketing initiatives.

• Participate in internal planning meetings and strategic projects as assigned.

• Strong project management and organizational skills.

• Excellent written and verbal communication abilities.

• Ability to manage multiple projects simultaneously.

• Strong attention to detail and follow-through.

• Ability to facilitate meetings and training sessions.

• Comfort working independently in a fast-paced environment.

• Passion for helping clients succeed.

• Experience in K-12 education, educational leadership, or EdTech.

• Experience with software implementation, onboarding, or customer success.

• Experience delivering virtual and in-person training.

• Familiarity with CRM, ticketing, or customer support platforms.

• Knowledge of evaluation, coaching, leadership, or professional development systems.

• 95% of implementations completed within agreed-upon timelines.

• 100% completion of implementation milestones and project documentation.

• Average onboarding satisfaction score of 90% or higher.

• Deliver onboarding and training sessions for all assigned implementations.

• Maintain training satisfaction scores of 90% or higher.

• Achieve established client adoption milestones within 60 days of launch.

• Conduct implementation follow-up meetings for all assigned accounts.

• Identify and escalate adoption risks before launch or renewal periods.

• Support overall company retention goals of 95% or greater.

• Create or update at least four implementation resources per month.

• Maintain accurate implementation records and project documentation.

• Contribute to ongoing improvements of the implementation playbook and onboarding process.

At Lebra, you'll have the opportunity to work directly with educational and organizational leaders who are making a difference in their communities. You'll play a critical role in helping clients successfully launch solutions that improve leadership, culture, coaching, and employee engagement.

Most importantly, you'll help organizations create environments where people feel seen, valued, and inspired to grow.