Implementation Specialist

MembersFirst; Remote; USD 60,000 - 80,000; Full time

Job summary

A web design and marketing agency seeks an Implementation Specialist to enhance client onboarding through engaging training and support. This role involves delivering sessions to end-users, creating training materials, and assisting with website configuration. Success in this position is marked by positive feedback from clients and efficient training processes. Candidates should demonstrate strong communication skills, empathy, and attention to detail. This position is primarily remote with a vibrant, proactive work culture.

Qualifications

• Ability to communicate effectively with peers, stakeholders, and external clients.
• Demonstrates composure under pressure.
• Independent self-starter with technical proficiency.

Responsibilities

• Deliver live training sessions to end-users on our CMS.
• Create and maintain training materials.
• Support launches with production efforts such as sitemapping.

Skills

Excellent verbal and written communication skills

Attention to detail

Empathy

Multitasking

Self-starter

Job description

Job Description

Implementation Specialist

Location

Remote

Company

MembersFirst

Department

Professional Services

Company Overview

MembersFirst, based in Wayland, Massachusetts, is an award‑winning web design and marketing agency and the leading provider of member‑interactive, mobile, reservation, and marketing software for the Private Club industry (Golf & Country, Health & Fitness, Yacht, City & Dining).

The Role

We’re seeking an energetic and empathetic professional to help us level up our client onboarding experience through engaging training, meaningful enablement, and high‑impact delivery support. This hybrid role bridges the worlds of client education and website production—perfect for someone who loves building relationships, explaining things clearly, and being the behind‑the‑scenes hero that keeps projects moving.

As the Implementation Specialist, you’ll take ownership of all client training efforts, refresh and maintain our Learning Center, and serve as the friendly expert helping new users become confident masters of our software. You’ll also play a key support role in assisting with site configuration and content delivery to improve project timelines and reduce internal workload bottlenecks.

This is a high‑visibility position with room to grow, designed for someone who thrives on being proactive, loves learning new tools, and finds genuine satisfaction in client success.

About You

• You’re a people person; warm, enthusiastic, eager to please, and confident leading client sessions
• You’re organized and able to juggle one‑off trainings, production tasks, and long‑term internal projects
• You enjoy documentation and find satisfaction in making complicated systems easier to understand for everyone else
• You’re curious and love connecting dots between teams, tools, and workflows
• You thrive when you’re empowered to take ownership and improve processes that impact others without explicit instruction to do so
• You’re excited by the idea of being part trainer, part producer, and part ambassador

Key Responsibilities

Client Training & Education

• Deliver live training sessions to end‑users on our CMS
• Create and maintain training materials (both written and video), ensuring they reflect the most current UI and workflows of the system and processes
• Bring warmth, clarity, and polish to every client interaction
• Be a feedback loop: gather insights from client sessions and report back on friction points or suggestions for improvement

Internal & Cross‑Team Enablement

• Proactively train internal staff in systems and processes traditionally siloed within their department
• Lead internal knowledge share sessions, how‑to write‑ups, and hands‑on walkthroughs as needed

Production & Delivery Support

• Support launches with production efforts such as sitemapping/site architecture, text & image collection & loading, website configuration in the CMS, module build‑outs, and quality assurance testing
• Provide a robust and personal touch, alongside Project Managers, to help our clients prepare for launch

Qualifications

• Genuinely cares about people; is concerned about their work and non‑work problems; is available and ready to help; is sympathetic to the plight of others not as fortunate; demonstrates real empathy with the joys and pains of others
• Excellent verbal and written communication skills with a demonstrable ability to communicate effectively with peers, stakeholders, and external clients
• Demonstrates composure under pressure and is a settling influence in challenging times
• Independent self‑starter; able and eager to dig into a deep software application and become technically proficient and intimately familiar with its full functionality
• A proven sense of attention to detail
• Strong perseverance: pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, and can effectively multitask in a deadline‑driven atmosphere

Success is

• Clients rave about how easy it is to learn the system and feel supported during onboarding
• Training videos and articles are polished, accurate, and enjoyable to use
• Team members have a better understanding of the platform thanks to internal enablement
• Production timelines are met through shared effort and coordination

Business Unit

MembersFirst

Scheduled Weekly Hours

40

Number of Openings Available

1

Worker Type

Regular