Technical Onboarding Specialist

HR Management | HR TA | HR analytics | People Team The Implementation Specialist owns the post‑sale onboarding and rollout of our product, configuring solutions to customer requirements, coordinating timelines, and ensuring a smooth path to adoption and handoff to Customer Success. You’ll spend roughly 75% of your time hands‑on with customer implementations: running discovery calls, configuring the company, coordinating data migration and testing, and leading remote onboarding and training sessions. This role is more technical and project‑oriented than frontline support roles and requires comfort with software configuration, light troubleshooting, and coordinating several implementations in parallel. The Implementation Specialist will work closely with Customer Success, Product, and Engineering, and will primarily support customers in North America while being based in Colombia. Based in South America, this Implementation Specialist will also serve as the company's internal point of contact for Spanish‑language needs. This includes joining prospective and existing customer calls that require a Spanish speaker, providing live translation or clarification between Spanish‑speaking stakeholders and English‑speaking teammates, and helping adapt materials and messaging for Spanish‑speaking. Key Responsibilities Lead end‑to‑end implementation projects from kickoff through go‑live and handoff, managing scope, milestones, and risks. Conduct discovery to understand customer requirements, workflows, and technical environment; translate these into configuration plans. Configure the company (settings, users, permissions, integrations, and data mappings) to align with customer needs and workflows. Coordinate data migration, testing, and validation with customer and internal technical teams. Run onboarding and training sessions for admins and end users, tailoring content to different audiences. Track implementation progress, communicate status and next steps clearly, and adjust plans when customer priorities or constraints change. Identify and troubleshoot rollout issues, coordinating with Support, Product, and Engineering as needed. Juggle multiple implementations in parallel, balancing short, fast‑moving rollouts with more complex, multi‑phase projects while keeping customers informed and on track. Collaborate closely with Customer Success, Sales, Product, and Engineering to resolve issues, share customer feedback, and continuously improve our implementation playbooks and internal processes. Capture repeatable patterns, edge cases, and feedback to improve implementation playbooks, templates, and product roadmap inputs. Act as the primary internal point of contact for any Spanish‑language needs across Coast, including: ○ Joining discovery, demo, implementation, and troubleshooting calls that require a Spanish speaker. ○ Providing real‑time translation or clarification between Spanish‑speaking customers and English‑speaking teammates. ○ Helping localize or review implementation materials, training content, and standard communications for Spanish‑speaking prospects and customers. Use tools like Google Workspace, Zoom/Meet, Avoma, Intercom, and Zendesk every day to manage tasks, communicate with customers, and keep internal stakeholders aligned. Work a schedule with meaningful overlap with US business hours so you can join customer calls, internal standups, and cross‑functional working sessions. Requirements Must‑have 1‑2+ years in implementation, onboarding, professional services, or a customer‑facing technical role (SaaS strongly preferred). Experience working remotely with international teams, with strong written and spoken English suitable for customer calls and training. Demonstrated project management skills: managing timelines, stakeholders, and risks across multiple accounts. High technical aptitude: comfortable learning new software, configuring settings, users, permissions, and basic integrations; familiarity with APIs or iPaaS tools is a plus. Comfortable working daily in our tech stack, including Google Workspace, Zoom/Meet, Salesforce, and support/project tools such as Zendesk, Intercom, and Avoma (or similar equivalents). Previous experience working with these tools is highly preferred. Excellent virtual facilitation skills; able to run effective remote trainings and working sessions with both technical and non‑technical users. Strong documentation habits and attention to detail. Ability to work a schedule that overlaps at least 4–6 hours with US business hours. Reliable high‑speed internet connection and a professional, quiet workspace suitable for frequent video calls and screen‑sharing. Nice‑to‑have Experience with maintenance, facilities, field operations, or deskless workforce tools. Experience in a startup or high‑change environment where processes are still being defined. Familiarity with workflow tools, ticketing systems, or low/no‑code configuration platforms. Payment currency and method: USD via bank transfer, paid monthly. Contractor‑type arrangement. Work location: 100% remote. Competitive base salary of $20,000 - $25,000 USD per year (compensation is based on experience). Approximately 12 paid U.S. holidays, plus 18 additional days of paid time off. Laptop and monitor provided if needed. Internet allowance available. Referrals increase your chances of interviewing at Booth by 2x. #J-18808-Ljbffr