Implementation Specialist

incidentiq; Atlanta (GA); On-site; USD 60,000 - 90,000; Full time

Job summary

Incident IQ, an Atlanta-based leader in K-12 district workflow management, seeks an Implementation Specialist to lead onboarding for cloud software from go-live through ongoing support.

The role emphasizes strong communication, project coordination, and a solid understanding of hardware, software, mobile, and networking tech to ensure customer satisfaction across diverse districts.

Qualifications

• Bachelor's Degree in a related discipline or global equivalent.
• 1 to 3 years of professional customer experience; SaaS Customer Success preferred.
• Strong verbal and written communication skills for inbound/outbound interactions.
• Ability to manage multiple projects and client relationships simultaneously.
• Experience with both client/server and cloud-based (SaaS) applications and services.

Responsibilities

• Lead client onboarding projects for Incident IQ cloud software and services from post-sale to go-live.
• Be primary contact between clients and support during the implementation to meet defined success criteria.
• Communicate with clients to manage expectations, scope changes, and contributions.
• Maintain project documentation and status updates to track milestones.
• Assist with installation, configuration, training, and initial support during the implementation period.
• Handle multiple implementation projects concurrently and identify process improvements.

Skills

Customer communication

Project management

SaaS experience

Time management

Education

Bachelor's Degree or global equivalent

Tools

Microsoft Office

SaaS software

Web conferencing tools

Job description

Company Overview

About Us

Atlanta-based Incident IQ is the leading workflow management platform built exclusively for K-12 districts. Trusted by over 2,000 districts, Incident IQ powers mission-critical services for more than 12 million students and educators nationwide. By connecting technology and operational workflows, Incident IQ enables schools to streamline processes, reduce administrative burdens, and focus on what matters most: supporting students.

Purpose

Incident IQ is committed to creating a future where every K-12 district operates with seamless efficiency. When operations are unified on a single platform, districts gain the clarity and control needed to build a stronger foundation for student success. We're focused on delivering the tools, support, and partnerships that help make that vision a reality.

Mission

Incident IQ is on a mission to eliminate the friction of disconnected systems and clunky workflows that slow schools down. We're reimagining the critical work that happens behind the scenes, bringing visibility, efficiency, and impact to the processes that keep classrooms running. By streamlining the complex, automating the routine, and surfacing the insights that matter most, we can create the conditions for educators to teach, students to thrive, and districts to shape the future of education.

Implementation Specialist Overview

The Implementation Specialist is the subject matter expert who works directly with our K-12 School District clients to understand detailed client needs in order to deliver a tailored Incident IQ Platform solution while managing expectations, timelines, and resources. The Implementation Specialist coordinates communications and activities between internal teams and clients and is critical to the overall success of every project. No two projects are the same, allowing for creative solutions that satisfy each client.

This position is responsible for executing and overseeing the project management activities related to the implementation of cloud software and services for new clients and providing ongoing support.

We look for excellent communication, time management, and organization skills with the ability to juggle multiple personalities and projects. You must have a strong technical aptitude and a good understanding of hardware, software, mobile and networking technologies and a passion for customer satisfaction.

Implementation Specialist Responsibilities

• Lead and manage Client Onboarding projects for Incident IQ cloud software products and related services from after sale to go-live
• Serve as a primary point of contact between clients and the support team during all phases of the implementation project to achieve defined success, including the recognition and handling of escalated issues.
• Communicate directly with the client to manage expectations, scope changes, and monitor client contributions to the project
• Maintain documentation and record project status updates using internal tools to track progress against milestones and identify any items holding up further implementation.
• Provide assistance with implementation tasks including installation, configuration to meet client preferences, training, and support for the initial implementation period
• Manage multiple/simultaneous implementation projects
• Recognize opportunities for process improvement and provide input for proper implementation
• May participate in special projects or other duties as assigned

Implementation Specialist Requirements

• Bachelor's Degree or global equivalent in a related discipline.
• 1 to 3 years of related professional customer experience; prefer SaaS Customer Success
• Basic planning/organizational skills and techniques
• Basic analysis and problem solving skills
• Excellent verbal and written communication skills including both inbound and outbound phone calls and general proficiency in business writing
• Ability to communicate and develop relationships with all levels of the organization
• Resourceful, flexible, adaptable and ability to work well with limited direction and oversight
• Professional and confident presence with a consultative, customer-focused attitude
• Strong sense of ownership and the ability to manage multiple independent projects simultaneously
• Proven professional experience with both client/server and cloud based (SaaS) applications and services
• Possess strong technical aptitude and experience working with enterprise-class business software solutions
• Excellent computer skills including proficiency with Microsoft Office applications, SaaS applications, and webinar or conference/meeting applications.
• Proven professional experience with project management, including scheduling of tasks and management of small to mid-sized projects

What makes Incident IQ different

We facilitate whole-person growth where employees can develop personally as well as professionally.

We offer an energetic and collaborative environment; everyone's opinion matters!

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