Standard Metrics

Implementation Specialist

• Own the Implementation function end to end, including strategy, process, tooling, staffing, and results for every customer deployment
• Build and lead the Implementation team through hiring, coaching, development, goal-setting, and performance standards
• Set, track, and report on KPIs including time-to-value, on-time delivery, customer satisfaction, and resource utilization
• Design scalable, repeatable implementation playbooks and use tooling to automate processes and drive efficiency
• Serve as lead point of contact and escalation owner for strategic and complex deployments
• Build trusted relationships with senior customer stakeholders
• Partner with Sales, Customer Success, and Data teams to scope deals, define hand-offs, and ensure seamless post-implementation transitions
• Own capacity planning and prioritization across concurrent deployments
• Bring customer feedback to Product to inform the roadmap

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Implementation Manager