Implementation Specialist

At Repli, the Implementation Specialist role is critical to the success of the Sales & Customer Success teams. The successful candidate will have exceptional customer service skills, great attention to detail, and critical thinking skills. Responsibilities include partnering with Sales, Customer Success, and other internal teams to ensure the successful implementation of new customers as well as expansion of services with existing customers.

The Implementation Specialist will conduct a Kick-off call in tandem with Sales for new customers to assist in the transition from Sales to Implementation & Customer Success. They will also manage implementation tickets in our internal system, maintain accurate account information, and evaluate the existing processes to provide constructive feedback and suggestions to the Implementation Manager who will coordinate with the Head of Customer Experience.

Our customers must continue to receive meaningful value from our services and, as such, continual advocacy during the implementation process. Ensuring customer satisfaction will play an integral role in this position. A successful Implementation Specialist is detailed, extremely organized, and enjoys being Customer facing.

Lastly, you’re analytical with a high EQ and customer satisfaction mindset. The Implementation Specialist reports to the Implementation Manager under the Head of Customer Experience.

• Industry and product knowledge. Multi Hub, Integration Partners, & Resources for Customers
• Understanding customer success & influencing outcomes
• Delivering value and ensuring the best customer implementation experience
• Partner with internal teams to advocate for our customers.

• Extremely well organized with excellent time management
• Customer onboarding, support, adoption, advocacy, retention, and creating up-sell opportunity
• Manage client listening points through surveys, Executive Sponsor sync calls, exit surveys, etc
• Provide as much value to customers as possible based on the progress of their onboarding and implementation
• Fully leverage Hubspot &  functionality to enable subscriptions in a timely manner with exceptional accuracy
• Work closely with Sales & Customer Success teams to answer questions and help with issues during implementation
• Apply critical thinking skills to identify internal errors, and troubleshoot customer implementation issues
• Maintain accurate account information to assist in reporting and process management
• Monitor the  Onboarding boards, corresponding support tickets, and work with internal teams to onboard customers efficiently & timely
• Become a Repli product Subject Matter Expert for Repli Websites, SEO & ADS products
• Manage internal support requests related to onboarding & implementation

• Experience in Customer Service or Customer Experience
• 1+ years of hands‑on Digital Marketing experience
• Nice to have: knowledge of or experience in managing digital marketing campaigns related to SEM, SEO, & Social Media.
• Account Management and Customer Success experience is a huge plus
• 1+ years of experience with Website Support, Sales, or Development
• Experience in SaaS industry is a plus
• Experience in Property Management industry is a plus, not required
• Strong relationship‑building skills, supported by strategic consulting skills & technical curiosity
• Highly dependable, self‑starter, high energy, positive attitude with good organization, and time management skills
• A demonstrated history of excellent written and verbal executive communication
• The ability to thrive in changing environments and a passion for strengthening client‑agency relationships
• Experience with digital marketing tools

Salary & Compensation

• Base Salary - Starting at $50,000.00
• Annual Bonus up to 10% of Base Salary = $5,000.00

Benefits & Time Off

• 401K Match Program after 90 days of employment
• Health, Dental, and Vision Coverage Begins on the First Day of the Following Month.
• Voluntary Short‑term and Long‑term Disability Benefits
• Voluntary Health and Dependent Flexible Spending Accounts
• Remote work flexibility
• Eligible to participate in Profit Sharing Plan

PTO:

Vacation: 17 Days - given up-front on start date

+5 Days of PTO…