Implementation Specialist

Moab; New York (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading software platform provider seeks an Implementation Specialist in New York to lead customer onboarding for their rental management system. The role involves teaching customers how to use the platform while documenting their workflows for efficient implementation. Ideal candidates have 2-4 years of customer-facing experience, strong teaching and organizational skills, and an empathetic approach to customer interactions. Moab provides room for growth in a fast-paced environment.

Qualifications

• 2–4 years in SaaS implementation or similar customer-facing role.
• Ability to explain complex processes clearly.

Responsibilities

• Teach customers how to use Moab's platform.
• Lead customer implementation from kickoff to go-live.
• Document customer workflows for training.

Skills

Teaching ability

Patience

Empathy

Organizational skills

Communication skills

Job description

About Moab

Moab is building a modern, all-in-one software platform for equipment dealers and rental businesses. The equipment dealer and rental market is a key part of the multi-trillion dollar construction, agriculture, and logistics industries, and is currently underserved by antiquated incumbent software solutions (most of which were founded in the 1980s and 1990s). Our vision is to connect everyone who is selling, buying, renting, servicing, or utilizing equipment, starting with a new system-of-record for equipment rental businesses that will help our customers create efficiency in the back office and generate more revenue in the front office.

We’re a small team of energetic, dedicated, and passionate individuals. We value team members who can not only roll up their sleeves to do hands-on work, but also think clearly and creatively about the big picture. At Moab, you’ll find significant room for career growth, fostered by a meritocratic culture that prioritizes individual and team development.

About the Role

We’re looking for Implementation Specialists to join our Business Operations team. You’ll be the primary point of contact for customers as they adopt Moab — teaching them how the platform works, helping them map their existing workflows onto our system, and guiding them through a structured onboarding process from kickoff to go-live. You’ll work across both mid-market and enterprise customers: leading mid-market implementations end-to-end, and embedding with enterprise “strike teams” to map workflows and train users on the ground.

Most of your time in this role will be spent in meetings with real people — a parts manager learning how to look up inventory in a new system, or a service writer figuring out how to log work orders differently than they have for the last fifteen years. Your job is to make those people feel confident, not overwhelmed.

You don’t need to be a back-office accounting expert. You’ll be supported by deep internal tooling, a robust knowledge base, and teammates who can support you in and teach you how to handle the granular financial and technical conversations. What you do need is the patience to sit with someone for the third time on the same workflow, the empathy to understand why change is scary when you’ve done something the same way for twenty years, and the communication skills to make the new way feel like a relief rather than a burden.

We’re scaling fast — our goal is to be launching new customers on Moab on a regular cadence, and you’ll be at the center of that engine. You’ll help shape the playbook for how we onboard customers, not just follow it. Strong performers will have the opportunity to grow into leading larger, more complex enterprise implementations over time.

What You’ll Do

The core of the job:

• Teach customers how Moab works. Run training sessions, answer questions in real time, revisit workflows after new features ship. This is the majority of your day-to-day — you’ll spend a lot of time in meetings, and you need to be great in them.

• Help customers map their current workflows onto Moab. Sit with enterprise strike teams department by department, understand how they operate today, and document how they’ll operate in the new system.

• Lead mid-market implementations end-to-end, from kickoff to go-live, following a structured playbook. You may be running several of these at once.

You’ll also:

• Surface gaps and blockers to product and engineering — you’re the eyes and ears on the ground, and the team depends on your judgment about what’s a real issue vs. a training issue.

• Help define and improve the implementation process — templates, training materials, milestone structures. What you build will be used by the next person we hire into this role.

• Coordinate with data and technical teams on data migration, making sure customers understand the scope and are connected with the right people.

• Keep our central implementation tracker up to date against defined milestones.

What You Need

Experience:

• 2–4 years in SaaS implementation, customer success, customer onboarding, or a similar customer-facing role.

• We’re also very open to non-traditional backgrounds — former equipment rental operators, teachers, trainers, or anyone who has demonstrated they can guide people through complex processes with patience and clarity.

Who you are:

• You’re a natural teacher. You can explain something complex in simple terms, read a room to know when someone’s lost, and adjust on the fly. You don’t get frustrated when you have to explain the same thing twice.

• You’re patient and empathetic as a default, not as an effort. You understand that for many of our customers, switching systems is one of the most disruptive things happening in their business, and you take that seriously.

• You’re organized and reliable. You can manage multiple customers at different stages without letting things slip. When you say you’ll follow up, you follow up.

• You’re process-minded but not rigid. You’re comfortable following a playbook and observant enough to notice when it needs to change.

• You’re high-ownership and low-ego. You’ll do whatever it takes to get a customer live, even if that means running your tenth training session of the week.

Nice to Haves

• Experience in equipment rental, construction, agriculture, or logistics. If you’ve lived the workflows our customers run, that’s a huge advantage.

• Familiarity with ERP or dealer management systems (even legacy ones). Understanding why these systems are painful gives you instant credibility.

• Experience at a high-growth startup where processes were being defined alongside delivery.

• Comfort with data concepts — you don’t need to write SQL, but understanding how data moves between systems is a plus.