[Remote] Implementation Specialist

Note: The job is a remote job and is open to candidates in USA. Texture is a company focused on customer onboarding and early adoption. The Implementation Specialist is responsible for executing customer onboarding, ensuring a smooth and high-quality experience while partnering with various teams to deliver value to customers.

Responsibilities

• Customer Onboarding & Implementation
• Execute end-to-end onboarding for new customers using defined frameworks and playbooks
• Support customer configuration, setup, and training to enable early product adoption
• Track onboarding progress, milestones, and readiness using internal tools
• Identify risks or blockers early and escalate appropriately
• Ensure clean handoff to Commercial or Account teams once onboarding is complete
• Delivery Support & Customer Interaction
• Serve as the day-to-day delivery contact during the onboarding window
• Respond to customer questions related to setup, configuration, and product usage
• Coordinate with Engineering and Product to resolve onboarding-related issues
• Follow established communication standards and delivery rhythms
• Delivery Feedback & Issue Escalation
• Capture customer feedback, usability issues, and defects encountered during onboarding and early adoption
• Log bugs and delivery issues with clear reproduction steps, customer context, and observed impact
• Follow defined triage and escalation paths to Engineering and Delivery leadership
• Communicate issue status and next steps to customers during the onboarding window in alignment with delivery standards
• Documentation & Process Contribution
• Contribute to onboarding documentation, guides, and templates
• Help improve onboarding workflows, checklists, and internal tools
• Capture delivery insights and customer feedback for leadership review

Skills

• 1–3 years of experience in implementation, onboarding, customer support, or delivery roles
• Strong organizational skills and attention to detail
• Clear written and verbal communication skills
• Comfort working with customers and internal teams in a fast-paced environment
• Ability to follow structured processes while adapting to customer needs
• Experience with SaaS tools, CRMs, or project tracking tools is a plus
• Energy experience not necessary, but preferred
• Experience working with technical teams and Scrum framework
• SaaS or technical product exposure preferred but not required

Benefits

• Sponsored Team Lunches: Twice-monthly company-sponsored lunches tied to team demo days.
• Flexible Time Off: Flexible paid time off with a minimum of 20 days encouraged annually.
• Parental Leave: 12 weeks of paid parental leave.
• Bereavement Leave: Up to 2 weeks of paid bereavement leave.
• Health Coverage: Medical, dental, and vision insurance fully covered for employees and their families (employees contribute $1/month).
• Income Protection: Company-provided life insurance, short-term disability, and long-term disability coverage.
• Pre-Tax Benefits: Access to FSA, HSA, commuter benefits, and dependent care savings.
• Well-Being & Mental Health Support: A comprehensive suite of benefits supporting physical health, mental health, family planning, financial wellness, and pet wellness.
• Retirement: 401(k) plan through Betterment.

Company Overview