Implementation Specialist

Rippling, Inc.; Dallas, Northern (TX, KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health coverage

Wellness perks

401(k) plan

Growth opportunities

Paid parental leave

Job summary

FieldPulse is a field service management software company seeking an Implementation Specialist to guide customers through onboarding, training, and adoption. You’ll work in a fast-paced, startup-like environment at our Dallas headquarters, collaborating with Sales, Product, and Engineering to tailor solutions for trades clients.

You’ll own timelines, drive customer success, and de-escalate issues while building strong relationships to ensure long-term value and retention.

Qualifications

• 1+ years of experience in customer onboarding, implementation, or a similar customer-facing SaaS role.
• Project management skills to juggle multiple implementations and keep customers engaged.
• Strong communication and leadership to guide customers confidently.
• Grit, adaptability, and problem-solving mindset in challenging situations.
• High emotional intelligence to understand frustrations and maintain trust.
• Comfort with learning new software and teaching others.

Responsibilities

• Own the onboarding experience with new customers to ensure a smooth transition.
• Overcome resistance to change and persuade customers of FieldPulse value.
• Map customer workflows, identify gaps, and propose tailored solutions.
• Develop workarounds when product limitations arise to maintain flow.
• Lead onboarding calls, product training, and best-practice sessions.
• Drive project timelines, track progress, and communicate with teams.
• De-escalate frustrated customers and steer towards successful outcomes.
• Collaborate with Sales, Product, and Engineering for optimal onboarding.
• Advocate for customer needs and provide feedback to improve the product.

Skills

Work ethic

Customer onboarding

Project management

Communication

Leadership

Grit

Adaptability

Critical thinking

Emotional intelligence

Tech-savvy

Job description

FieldPulse is a high-growth field service management software built specifically for the trades. From the first call to the final payment, we help trades businesses streamline every step of their work. Our platform empowers office staff, field technicians, management, and business owners with the tools they need to book and schedule work, create estimates, complete jobs, and get paid - faster and more efficiently. Trusted by thousands of businesses globally, FieldPulse pairs cutting-edge technology with a customer-first mindset to support the people who keep our world running.

We are looking for an Implementation Specialist who thrives in a fast-paced environment, is passionate about problem-solving, and is relentless in ensuring customers successfully adopt our platform. This role is not for the faint of heart—our customers are highly skilled tradespeople who have operated the same way for years. It takes patience, creativity, and leadership to guide them through change.

If you're a strategic thinker, an excellent communicator, and someone who loves a challenge, we want you on our team!

Where You'll Work:

• Full-time, in-office at our headquarters in Dallas, TX.
• You’ll be right in the heart of the action, surrounded by a team of passionate, high-energy individuals who thrive in a collaborative, fast-paced environment.

What You'll Do:

• Own the onboarding experience: Work hands-on with new customers to implement FieldPulse, ensuring a smooth and successful transition.
• Overcome resistance to change: Our customers are experts in their trade but often hesitant about new technology. You’ll need to be patient, adaptable, and persuasive to help them see the value of FieldPulse.
• Be a strategic partner: Understand each customer’s unique workflows, identify gaps, and propose tailored solutions—even when they’re set in their ways.
• Problem-solve in real-time: When product limitations arise, you’ll need to think creatively to develop workarounds that ensure a seamless experience.
• Lead training and education: Conduct onboarding calls, product training, and best practice sessions to get customers up and running.
• Keep implementation on track: Drive project timelines, track progress, and communicate effectively with both customers and internal teams.
• Stay cool under pressure: When customers get frustrated or threaten to cancel, you’ll need the confidence and resilience to de-escalate, refocus, and drive toward success.
• Work cross-functionally: Collaborate with Sales, Product, and Engineering to ensure customers have the best possible onboarding experience.
• Be a champion for our customers: Advocate for customer needs and provide feedback to improve the FieldPulse experience.

What We’re Looking For:

• A relentless work ethic: You’re willing to go the extra mile to ensure customer success.
• 1+ years of experience in customer onboarding, implementation, or a similar customer-facing SaaS role.
• Project management skills: Ability to juggle multiple implementations while keeping customers engaged and moving forward.
• Strong communication and leadership: You’re clear, direct, and can guide customers confidently, even when they push back.
• Grit and adaptability: You embrace challenges, think on your feet, and don’t give up when things get tough.
• Critical thinking and problem-solving: You can troubleshoot technical issues, identify patterns, and develop creative solutions.
• High emotional intelligence: Y ou understand customer frustrations and can build trust while keeping implementation on track.
• Comfort with technology: You can quickly learn new software and teach others how to use it effectively.

What We Offer:

• Impactful, Fast-Paced Startup Culture: Work on exciting projects that truly move the needle. You’ll have a direct impact on customer success and business growth. Every day presents a new challenge, keeping things exciting and far from routine.
• Comprehensive Health Coverage: Medical insurance, plus dental & vision benefits to keep you covered.
• Health & Wellness Perks: Memberships to keep you feeling your best.
• 401(k) Plan: S ecure your future while you grow with us.
• Clear Path for Growth: Transparent career progression, professional development, and promotion opportunities.
• Paid Parental Leave: Support for you and your family when it matters most.