Implementation Specialist

Jobtailor

Annapolis (MD)

On-site

USD 85,000 - 120,000

Full time

5 days ago

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Job summary

Jobtailor in Annapolis, MD is seeking an experienced Implementation Lead to guide customer deployments from kickoff to go-live and post-launch support. You will configure FacilityOS to client workflows, manage cross-functional rollout readiness, and serve as the technical expert across software, hardware, and integrations.

Strong SQL, data migration, and documentation skills are essential. This role requires collaboration with IT, security, facilities, and compliance teams to ensure successful

Qualifications

2+ years in customer-facing digital roles such as Implementation, Technical Support, Professional Services, or Solutions Consulting.
Experience ideally supporting enterprise clients and hardware/software products.
Ability to manage multiple projects simultaneously, including timelines, dependencies, and stakeholder communication.
Strong troubleshooting across software, hardware, and networking, including Wi-Fi, Bluetooth, Ethernet, firewall/proxy constraints, and basic MDM familiarity.
Experience with Zendesk, Gainsight, Salesforce, Notion, Scribe, and Microsoft Suite.
Knowledge of databases and platform integrations.
Basic/intermediate SQL query experience (joins, filtering, and validating imports).
Ability to perform PC software/hardware installations and device setup.
Ability to run implementation calls including kickoff, technical discovery, configuration workshops, training, and go-live readiness.
Ability to define scope, manage change requests, and maintain expectations.

Responsibilities

Lead end-to-end customer implementations from kickoff through go-live and hypercare.
Define implementation plans, timelines, milestones, and success criteria.
Configure FacilityOS solutions to customer workflows, security requirements, and site-specific needs.
Drive rollout readiness across IT, Security, Facilities, Reception/Front Desk, and Compliance stakeholders.
Serve as technical expert for FacilityOS software, hardware, mobile apps, and integrations.
Support technical discovery involving network/Wi-Fi, device provisioning, permissions, and integrations.
Diagnose implementation issues, reproduce bugs, document findings, and coordinate resolution.
Assist with data onboarding, imports/migration, validation, and mapping.
Use SQL and database concepts to validate records, troubleshoot data issues, and confirm integration outcomes.
Deliver customer training through live sessions, recorded content, and tailored enablement.
Create and maintain implementation guides, configuration playbooks, rollout checklists, FAQs, and other documentation.
Coordinate between Professional Services, Support, Engineering, and QA.
Provide structured handoff documentation to Support/CS after go-live.
Identify recurring implementation friction and propose process improvements.

Skills

Customer Implementation Management

SQL Query Experience

Technical Support Expertise

Documentation Skills

Stakeholder Communication

Tools

Zendesk

Gainsight

Salesforce

Notion

Scribe

Microsoft Suite

Job description

Lead end-to-end customer implementations from kickoff through go-live and hypercare
Define implementation plans, timelines, milestones, and success criteria
Configure FacilityOS solutions to customer workflows, security requirements, and site-specific needs
Drive rollout readiness across IT, Security, Facilities, Reception/Front Desk, and Compliance stakeholders
Serve as technical expert for FacilityOS software, hardware, mobile apps, and integrations
Support technical discovery involving network/Wi-Fi, device provisioning, permissions, and integrations
Diagnose implementation issues, reproduce bugs, document findings, and coordinate resolution
Assist with data onboarding, imports/migration, validation, and mapping
Use SQL and database concepts to validate records, troubleshoot data issues, and confirm integration outcomes
Deliver customer training through live sessions, recorded content, and tailored enablement
Create and maintain implementation guides, configuration playbooks, rollout checklists, FAQs, and other documentation
Coordinate between Professional Services, Support, Engineering, and QA
Provide structured handoff documentation to Support/CS after go-live
Identify recurring implementation friction and propose process improvements

Requirements

2+ years in customer-facing digital roles such as Implementation, Technical Support, Professional Services, or Solutions Consulting
Experience ideally supporting enterprise clients and hardware/software products
Ability to manage multiple customer projects simultaneously, including timelines, dependencies, and stakeholder communication
Strong troubleshooting skills across software, hardware, and networking, including Wi-Fi, Bluetooth, Ethernet, firewall/proxy constraints, and basic MDM familiarity
Experience with Zendesk, Gainsight, Salesforce, Notion, Scribe, and Microsoft Suite
Knowledge of databases and platform integrations
Basic/intermediate SQL query experience or knowledge, including joins, filtering, and validating imports
Ability to perform PC software/hardware installations and device setup, including loading applications and hardware drivers
Ability to run implementation calls including kickoff, technical discovery, configuration workshops, training, and go-live readiness
Ability to define scope, manage change requests, and maintain expectations
Strong documentation habits including requirements capture, decision logs, risks/issues tracking, and clear next steps
Experience working with customer IT/security stakeholders and translating requirements into technical configuration steps
Strong problem-solving and creative thinking
Excellent time management, prioritization, and ability to drive work to closure
Confident communication of technical topics to technical and non-technical audiences
Collaborative, team-oriented, customer-first mindset
Patient and empathetic approach during high-stakes go-lives and escalations
Legally eligible to work for any employer in the USA
May be subject to criminal record, credit, employment, educational, and reference checks

Core Competencies

Demonstrates expertise in leading customer implementations, configuring FacilityOS solutions, and managing technical discovery processes. Proficient in SQL and database concepts, with strong troubleshooting skills across software, hardware, and networking.

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