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Weave is seeking an Implementation Specialist to guide new customers through the implementation, training, and activation of the Weave platform during onboarding. This role serves as the primary point of contact throughout the customer onboarding journey, ensuring proper configuration, training, and preparation for successful adoption of scheduling, texting, and communication workflows.
You will manage a portfolio of customers at various stages of implementation, balancing project management, customer education, technical troubleshooting, and go-live execution. Key responsibilities include:
- Serve as the primary implementation specialist and trusted advisor from kickoff through go-live
- Manage a portfolio of customers in various stages of onboarding
- Lead customer training and activation calls for Weave products
- Configure and activate Weave systems
- Troubleshoot implementation issues and partner with Product, Support, Operations, and Engineering teams
- Proactively manage customer expectations and communicate implementation milestones
- Handle customer escalations and adoption concerns
- Ensure customers understand how to maximize the value of Weave's features
- Document customer interactions, implementation progress, and next steps
- Schedule and conduct post-go-live check-in calls to support adoption and long-term success
- Deliver a five-star customer experience throughout the onboarding journey
Success is measured by customer adoption, implementation quality, customer satisfaction, and long-term retention. You will report to the Manager of Implementation.
REQUIREMENTS:
- 2+ years of experience in customer-facing roles
- Strong presentation and customer training skills
- Ability to manage multiple implementations simultaneously
- Excellent verbal and written communication skills
- Strong technical aptitude and ability to troubleshoot software workflows
- Ability to navigate ambiguity and operate in a fast-changing environment
- Strong organizational and time management skills
- Ability to build trust and influence customer behavior
- Demonstrated ability to drive customer adoption and outcomes
- Experience handling escalated customer situations
PREFERRED QUALIFICATIONS:
- Experience implementing SaaS products
- Experience training customers on software platforms
- Knowledge of healthcare or dental practice workflows
- Basic understanding of networking, phone systems, and integrations
- Ability to thrive in a pilot environment and help shape evolving processes
- Strong relationship-building skills with both customers and teammates
- Self-starter mentality with ability to identify opportunities for improvement
- Passion for helping customers adopt new technology and achieve measurable value
