Implementation Specialist

Claimlane; Austin (TX); On-site; USD 70,000 - 95,000; Full time

Job summary

Claimlane in Austin, TX is seeking an Implementation Specialist to own customer onboarding end-to-end as we scale from Series A to Series B. This junior-to-mid-level role requires eagerness to learn, strong organization, and readiness to take full ownership of IT projects.

You will map customer workflows, configure accounts, test integrations, and oversee multiple projects to ensure timely go-lives with minimal disruption to teams.

Qualifications

• Highly organized with extreme ownership to drive projects forward.
• Enjoy mapping complex workflows and integrations.
• Quick to learn new tools and systems.
• Clear, confident communication with customers under pressure.
• Ambitious to build scalable onboarding and avoid tickets.

Responsibilities

• Own Time-to-Value by leading onboarding from kickoff to go-live.
• Build the Onboarding Factory with standardized plans for each client type.
• Configure and test customer accounts, validating workflows and integrations.
• Map customer flows and data, gaining deep product knowledge to solve root issues.
• Work with solution architects and product teams on complex implementations.
• Document customer challenges and route feedback to product for improvement.

Skills

Project management

Technical curiosity

Quick learner

Customer communication

Ownership mindset

Austin presence

Job description

At Claimlane, we are hiring an Implementation Specialist to own customer onboarding end-to-end as we scale from Series A to Series B.

This role is for an Owner-Operator, someone who turns complex customer implementations into a calm, repeatable system. You aren't a ticket-taker; you are the single owner of Time-to-Value who makes onboarding feel effortless to the customer and invisible to the rest of the team.

This is a junior-to-mid-level role. You do not need previous experience, but you must be eager to learn, organized, technically curious, and ready to take full ownership of running IT projects.

Company Overview

Claimlane is a fast-growing, category-defining AI/SaaS Software business enabling brands and retailers to streamline complex warranty claims, repair, and return processes. We have validated our GTM engine, achieved strong Product-Market Fit, and are now scaling aggressively across US, UK, and the Nordic countries.

With amazing brands like Black Diamond, Tonies, and ITW already on board, we are scaling fast, and we need a dedicated Implementation Specialist to own customer onboarding from end to end and protect the speed and quality of every single go-live.

Position Overview

Implementing customers on time is at the heart of building strong customer relationships and a healthy business. You will own every customer implementation, from signed contract to a live, value-delivering account.

Your mission is to make sure customer projects go live on time, and that they do so with minimum disturbance to the product, CSM, and account-management teams. This is a hands‑on, master-of-the-details role. You will map customer workflows, configure and customize accounts, test integrations, and keep multiple projects moving in parallel without dropping a ball. You will go deep on the product and on our customers, so you can spot problems early and solve them before they ever become escalations.

You will work in close collaboration with solution architects and the product team for complex implementations.

Key Responsibilities

• Own Time-to-Value: Drive every customer implementation from kickoff to go-live, hitting a 90%+ on-time delivery rate as the single owner of the project.
• Build the Onboarding Factory: Turn one-off implementations into standardized, repeatable onboarding plans for each customer type, so every go-live gets faster, smoother, and more reliable than the last.
• Configure & Test: Set up and customize customer accounts, then test and validate their workflows, functionality, and integrations until they work flawlessly.
• Map the Flows: Analyze each customer's setup, map technical flows and integrations (APIs, data), and develop deep product expertise so you solve the real problem, not just the symptom.
• Work with high ownership: Run projects with high ownership. Involve solution architects for technical challenges and involve the product team when something genuinely requires coding or net-new product.
• Close the Product Loop: Document the customer challenges the product can't yet solve and route them clearly to the product team, so the platform keeps evolving around our customers' most urgent needs.

Requirements

• Project-Manager DNA: You are highly organized and structured, take extreme ownership, and guide projects forward, proactively chasing blockers without being asked.
• Technical Curiosity: You enjoy making sense of complex flows, you are comfortable mapping technical workflows and integrations, and you are excited to get deep on the product.
• Quick Learner: You pick up new tools and systems fast and are driven by curiosity.
• Customer Composure: You communicate clearly and confidently, can manage difficult customers, and stay calm under pressure.
• A-Player Attitude: You bring positive, optimistic, can‑do energy, care deeply about delivering customer value, and are honest, transparent, and ambitious to build a scalable setup, not just clear tickets.
• Location & Presence: Based in Austin, Texas and working from our Austin office (No remote work). No prior experience required, attitude and aptitude matter more than years on a CV.

Why Join Claimlane?

• Real Ownership: You own onboarding end-to-end. This is the role that makes or breaks a customer's first impression, and it's yours to run.
• Build the System: You won't inherit a process, you'll design the "Onboarding Factory" and the playbooks the whole team relies on.
• Steep Growth Curve: Go deep on a category-defining product with undeniable Product-Market Fit, working across complex, global customers.
• The Upside: Competitive salary + an attractive warrants / stock-option program + super cool colleagues!

Location and Process

This role is based in Austin, Texas, working from our Austin office. We have a strong in-office culture and value the energy of being together to build. We offer high flexibility to design your work so it fits your life but we don’t do remote work.

Our Hiring Process

• Intro Call: Let's see if we click (15–30 mins)
• Culture Interview: Dive into values, mindset, and team fit (1–2 hours)
• Focused Interview: Dig into your skills running projects and customers (1 hour)
• Team Meetup: Say hi to the team (30 mins)
• References: A final check with 3 reference before we make things official