Implementation Specialist

The Implementation Specialist 2 (IS 2) is a senior implementation professional who brings greater project complexity, broader technical depth, and a meaningful contribution to team capability beyond their own project portfolio.  The IS 2 owns the full implementation lifecycle on more complex, higher-stakes, or technically demanding projects without requiring close oversight. They make the configuration and integration judgment calls, manage customer expectations through ambiguity and scope change with confidence, and design solutions that are not just technically correct but strategically aligned with the customer's long-term goals. 

The IS 2 also begins to contribute meaningfully to the implementation function beyond their own projects — through documentation, peer guidance, process improvement, and a growing cross-functional voice that shapes how implementations are designed and executed.   

The ideal candidate has moved beyond reactive execution and is now a proactive, independently functioning contributor who consistently delivers high-quality implementations, elevates the work of colleagues around them, and begins to demonstrate the instincts of a senior implementation leader. 

Key Responsibilities 

• Own the full implementation lifecycle — from requirements gathering and solution design through configuration, integration, data migration, testing, and post-launch review — on complex, multi-workstream, or enterprise-scope projects 

• Design implementation solutions that translate complex customer business requirements into technically sound, scalable system configurations — thinking beyond the immediate setup to the customer's long-term workflow needs 

• Manage multi-stakeholder customer environments with confidence — navigating competing priorities, evolving requirements, and organizational complexity while maintaining project momentum and customer trust 

• Manage timeline risk proactively — identifying delays, blockers, or scope changes early and addressing them with a structured response rather than allowing them to compound 

• Handle post-launch stabilization and early adoption challenges as part of the implementation engagement — ensuring customers reach defined value milestones before formal handoff to Customer Success 

• Lead technical solution design for complex implementations — including multi-system integrations, advanced data mapping, workflow automation, and custom configurations that require reasoning across the customer's full technology stack 

• Maintain expert-level knowledge of all supported platforms, integration patterns, and configuration options — including edge cases, advanced features, and the technical boundaries where custom solutions may be required 

• Evaluate the technical feasibility of customer requirements and communicate trade-offs clearly — providing honest, well-reasoned guidance on what is achievable within scope and what requires a different approach 

• Independently author and maintain implementation playbooks, configuration guides, data migration templates, integration documentation, and post-launch readiness checklists for use across the implementation team 

• Build and maintain trusted relationships with senior customer stakeholders — including IT leaders, operations directors, and executive sponsors — with the credibility and communication quality those relationships require 

• Partner with Product and Engineering on feature feedback, integration gap analysis, and release impact assessment — contributing the implementation team's structured perspective on how product decisions affect customer onboarding outcomes 

• Collaborate with Customer Success on implementation-to-CS handoffs — ensuring CS teams inherit a complete picture of the customer's configuration, known issues, success criteria, and adoption readiness 

Competencies 

• Customer-Centric Execution: Delivers implementations on complex, high-visibility projects with a consistent focus on customer outcomes and time-to-value — building trusted senior relationships through quality, transparency, and accountable follow-through 
• Project Ownership and Delivery: Independently manages the full implementation lifecycle on complex, multi-stakeholder engagements — balancing scope, schedule, and quality without requiring close oversight
• Technical and Analytical Agility: Applies deep, independently maintained product and integration knowledge to design solutions, resolve technically ambiguous issues, and advise customers on trade-offs that require expert judgment  
• Applied AI Proficiency:  Leverages AI tools to improve implementation quality, accelerate configuration tasks, and contribute to scalable team practices — including the design of AI-assisted workflows that reduce manual effort across the team 
• Solution Design Thinking:  Designs implementations that are not just technically correct but strategically aligned with the customer's long-term workflows — thinking across the full technology stack and beyond the immediate go-live scope 
• Playbook Contribution: Proactively builds, maintains, and improves the implementation frameworks and documentation the team depends on — converting individual project experience into reusable organizational knowledge 
• Peer Influence: Acts as an informed resource for IS 1 colleagues — sharing decision-making logic, technical reasoning, and implementation experience in ways that develop their capability without creating dependency
• Stakeholder Management: Navigates complex, multi-stakeholder customer environments with the communication quality and relationship credibility that senior customer contacts expect
• Continuous Improvement Mindset: Identifies patterns across the project portfolio, translates them into process and documentation improvements, and contributes proactively to the evolution of how implementations are delivered at Cordance 

Required Qualifications 

• 5+ years of experience in implementation, onboarding, or customer success roles in a SaaS or technology environment 

• Demonstrated track record of independently owning and delivering complex, multi-workstream SaaS implementations — with consistent on-time delivery and high customer satisfaction 

• Strong technical depth — able to design and troubleshoot multi-system integrations, data migrations, and advanced configurations without requiring escalation for standard technical complexity 

• Experience authoring and maintaining implementation documentation — playbooks, configuration guides, data migration templates, integration specs, or onboarding frameworks 

• History of acting as an informal peer resource — guiding IS 1 colleagues through technically complex or scope-ambiguous situations with specific, transferable advice 

• Demonstrated ability to manage senior customer stakeholders — including executive sponsors and technical leads — through complex, long-running implementations 

• Proficiency in project management tools (Asana, Jira, Monday.com) and integration platforms (Salesforce, HubSpot, NetSuite) with hands-on configuration experience 

• Strong written and verbal communication skills — able to lead customer governance conversations, produce executive-quality project documentation, and translate technical decisions into business language 

• Demonstrated ability to identify recurring implementation patterns and convert them into process or documentation improvements 

Preferred Qualifications 

• Experience leading enterprise or multi-product SaaS implementations — including complex data migrations, multi-system API integrations, and phased rollout coordination 

• Background contributing to or leading implementation framework development — playbook design, configuration standards, or onboarding process optimization 

• Experience collaborating directly with Product or Engineering teams on gap analysis, feature feedback, or pre-sales feasibility assessment 

• Demonstrated ability to identify systemic implementation failure patterns and translate them into scalable process improvements or documentation 

• Familiarity with implementation quality frameworks — project health scoring, milestone review standards, or post-launch readiness assessment 

• Experience contributing to pre-sales scoping — providing implementation feasibility guidance, timeline estimates, and risk flags before contracts are signed 

• Certifications in project management, implementation methodology, or technical platforms (PMP, CSM, Salesforce, HubSpot, or equivalent) are a plus