Implementation Specialist

We’re looking for a customer-facing Implementation Specialist to help us create an amazing customer onboarding process.
the opportunity

The Opportunity

We're looking for an implementation specialist to help us create an amazing onboarding experience once a customer signs the dotted line.

We boast a lower than industry average churn rate, but we are always on the hunt for ways to get that even lower. This role will play a huge part in that by owning and perfecting the 30-day onboarding experience.

who we are

Who We Are

Hatch is a Y-Combinator (AirBnB, Zapier, Stripe, DoorDash) alum SaaS start-up that is solving the communication problem that exists between home improvement businesses and homeowners.

We offer competitive compensation and benefits, including paid time off and medical, dental, and vision. In addition, we offer the unique opportunity to fine-tune your startup skillset within a hyper-growth SaaS company.

We are a team of 30+ passionate, driven, customer-obsessed people who strive to provide the best solution for our customers.

We are guided by our 10 Hatchitudes and take pride in providing not only the best product but the best experience for our customers. We thrive in chaos, won't settle for anything less than the best, and enjoy taking a super cheesy team picture every now and then.

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What You'll Own In This Role

Responsibilities
Responsibilities
Own customer implementation immediately post-sale by connecting integrations, setting up accounts, and working to collect and interpret data

Maintain a project plan for each customer that details the tasks that need to be completed for the timely implementation of their customized account

Communicate with customers and any involved parties, via phone and email, throughout the implementation and onboarding phase of the partnership

Customize the account based on customers’ individual needs and specifications

Collaborate on the integration of outside softwares that are able to hook up to the customer account

Create a custom document for each customer, detailing the data gathered during implementation

Ensure that the customer team is aware of key deliverables and project milestones

Work closely with Customer Success to ensure seamless transition of account post-implementation
Expectations
Expectations
Customers are “live” within 2 weeks, post-sale

Emails and calls are returned in a timely manner; SLA of 2 days

Customer churn is 0% at the end of the customers first 30 days

Net Promoter Score averages 8 or higher for Implementation phase

 

Position Details

Skills

  • Proven experience working as an Implementation Specialist or related role.
  • Sound technical knowledge.
  • Proficiency in SQL database management systems.
  • The ability to multitask effectively.
  • Working Knowledge of CRMs, Integrations and API’s
  • The ability to work independently and as part of a team.
  • Strong analytical and problem-solving skills.
  • Excellent organizational and time management skills.
  • Exceptional communication and customer service skills.
  • Detail-oriented.

Job Title: Implementation Specialist
Employment Type: Full Time Only (no contract or part-time)
Location: Our main office is located in Richmond, Va., but remote is okay!