Implementation & Solutions Lead

📍 Location: Palo Alto, CA (In-person Mon/Tues/Thurs/Fri, WFH Weds)

💰 Compensation: $100K–$130K + 0.10%–0.4% equity

The Implementation & Solutions Lead is responsible for leading customer implementation engagements and providing technical support throughout the process. This role requires a strong technical background, project management expertise, and problem-solving skills to drive successful implementations and ongoing customer satisfaction.

Key Responsibilities:

1. Implementation & Project Management

• Lead customer implementation engagements, managing project plans, timelines, and milestones.
• Identify risks or roadblocks in customer adoption and develop strategies to mitigate them.
• Configure and map integrations, ensuring seamless functionality tailored to customer workflows.
• Collaborate with engineering, product, and customer success teams to align implementation efforts with product roadmap.
• Provide structured training and guidance to customers during onboarding.

2. Technical Support & Triage

• Triage technical support cases, prioritizing and escalating issues as needed to ensure quick resolution.
• Identify, document, and track product bugs, collaborating with engineering for fixes.
• Develop and maintain technical documentation, FAQs, and troubleshooting guides.

3. Quality Assurance & Release Management

• Conduct comprehensive QA testing for new product releases
• Prepare and deliver detailed release notes and best practices documentation for customers.

Qualifications:

• 7+ years of experience in software implementation, system integration, and troubleshooting.
• Proven project management & risk management skills with the ability to lead and execute multiple implementations simultaneously.
• Strong problem-solving abilities and a customer-first mindset.
• Excellent communication skills to collaborate across technical and non-technical teams.

Impact:

As Founding Implementation & Solutions Lead, you will play a crucial role in ensuring the smooth deployment and success of customer implementations. Your expertise in technical implementation, QA, and support triage will directly contribute to customer satisfaction, retention, and the continuous improvement of the company’s products.