Implementation Specialist

Icehouseventures; New York (NY); On-site; USD 140,000 - 170,000; Full time

Benefits offered by this job

Medical benefits

Unlimited PTO

Relocation assistance

Office extras

Job summary

Icehouseventures is seeking an Implementation Specialist to onboard large enterprise clients into their AI platform for contract management. In this role, you will ensure customers experience a seamless implementation process, closely collaborating with senior legal and technical teams.

The ideal candidate should have 4–8+ years of experience in customer delivery roles, with a strong focus on managing complex projects and stakeholder environments. Competitive salary up to $170,000 and great benefits offered.

Qualifications

• 4–8+ years in implementation, professional services, onboarding, or customer delivery roles.
• Significant experience working with enterprise customers.
• Ability to scope ambiguous problems and design structured solutions.

Responsibilities

• Lead post-sale onboarding for large, complex enterprise customers.
• Facilitate structured scoping sessions to understand customer objectives.
• Design customer-specific Intelligence workflows and support.

Skills

Implementation experience

Customer management

Technical fluency

Project management

Strong communication

Job description

About Ivo

Ivo is building the category-defining AI platform for enterprise contract management. We work with some of the most sophisticated legal and procurement teams in the world, helping them understand, operationalize, and extract value from their contract data at scale.

As we onboard larger and more complex enterprise customers, implementation quality has become a core differentiator. This role exists to ensure those customers experience Ivo as a trusted, competent, and highly capable partner from day one.

Role Overview

• You will be responsible for onboarding large, complex customers into Ivo’s intelligence tool. This role owns the end-to-end implementation experience in close partnership with Customer Success Managers (CSMs), acting as the customer’s primary guide through scoping, configuration, workflow design, and early value realization within Intelligence.
• This is not a sales or solutions consulting role. You will work closely with senior lawyers, legal operations, and technical stakeholders at enterprise customers to design and deliver onboarding plans that reflect real-world complexity, existing systems, and high expectations.

What You’ll Do

Own Enterprise Onboarding & Delivery

• Lead post-sale onboarding for large, complex enterprise customers, from kickoff through initial steady-state usage.
• Act as the customer’s primary implementation owner, coordinating closely with the assigned CSM.
• Build trust with senior customer stakeholders by demonstrating strong judgment, structure, and follow-through.

Scoping & Implementation Design

• Facilitate structured scoping sessions to understand customer objectives, priorities, workflows, and constraints.
• Translate customer goals into clear implementation plans, including:
• Workspace structure and document scope.
• Workflow design and prioritization.
• Integration considerations with existing tools (e.g., Salesforce, Sharepoint and Google Drive).
• Create project plans around timelines, dependencies, and outcomes.

Workflow & Intelligence Setup

• Design and support customer-specific Intelligence workflows, intake mechanisms, and fact extraction use cases.
• Ensure configurations align with customer operating models and long-term scalability.
• Partner with internal teams (legal engineering, product, support) to deliver solutions that meet customer requirements.

Training & Enablement

• Deliver tailored training sessions for customer teams on:
• Intelligence workplace setup and usage.
• Fact extraction and query workflows.
• Best practices for scaling usage across teams.
• Ensure customers feel confident operating independently while knowing when and how to engage Ivo for support.

Ongoing Implementation Support

• Manage implementation-related requests during onboarding in line with defined SLAs and complexity tiers.
• Provide clear status updates, risk flags, and recommendations to both customers and internal stakeholders.
• Identify patterns across implementations and contribute to process improvements, templates, and playbooks.

Who You Are

• 4–8+ years in implementation, professional services, onboarding, or customer delivery roles for complex B2B SaaS products.
• Significant experience working with enterprise customers and navigating multi-stakeholder environments.
• Strong ability to scope ambiguous problems, design structured solutions, and execute against them.
• Technically fluent enough to discuss data models, integrations, workflows, and system constraints (without needing to be an engineer).
• Strong customer presence with demonstrated experience managing complex customer projects and software roll‑outs.
• Comfortable setting boundaries, managing expectations, and saying "no" when necessary.
• Highly organized, with strong written and verbal communication skills.

Why This Role Matters

• Enterprise customers judge Ivo not just by product quality, but by how confidently and competently we onboard them. The Implementation Specialist is the person who turns a signed contract into a real, working system customers trust.
• This role sits at the center of customer experience, operational rigor, and long-term retention — and will be foundational as Ivo continues to scale upmarket.

Why Join Ivo

• We are building a generational company. We are obsessed with delivering tasteful, amazing products. We are focused. We treat each other well. And we work hard and have high expectations of ourselves and each other.
• We can’t overstate how much pain ALL organizations have around understanding what’s in their contracts. There literally have been no viable solutions. Our engineers have solved this.
• We celebrate and reward high agency. This role will be instrumental both in winning our best and biggest deals, but also in creating awareness of Ivo and our solutions.

Compensation And Benefits

• Competitive Compensation: The USD OTE range for this role is $140,000 - $170,000 (excluding equity). Final offer amounts are determined by multiple factors, including experience and expertise, and may vary from the amounts listed above.
• Relocation and Visa Support: We also offer relocation assistance for successful applicants moving to SF, as well as support for visa and green card applications where applicable.
• Medical benefits: Comprehensive medical, dental and vision plans to suit the needs of you and your family.
• Unlimited PTO: So you can take the time you need to recharge, stay healthy, and bring your best self to work.
• Office extras: Generous office space in Downtown San Francisco, with snacks, coffee and regular team building events and activities.