Implementation Specialist

Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies through acquisition and long-term tactical and financial guidance. We’re experienced operators and subject-matter experts with a passion for software and building businesses. We partner with founders to help them scale their businesses and realize their companies’ full potential.

We look for businesses with strong leadership and high potential for profitable growth, and work together to increase year-over-year revenue, company efficiency, and impact. Cordance envisions that all companies we work with achieve their full potential. We embrace what makes each company great and build on those foundations. We believe in elevating a company as it scales, delivering dignity to the organization and its employees, and sharing a passion for building a legacy.

Position Overview

The Implementation Specialist is responsible for leading the successful onboarding and implementation of the FieldConnect SaaS platform for new customers. Serving as the primary project manager throughout the implementation lifecycle, this role partners with customers to understand business processes, configure the platform, facilitate knowledge transfer, and ensure a successful transition to production.

All implementations are performed remotely and follow FieldConnect's implementation methodology, including discovery, solution design, configuration, training, testing, go-live, and transition to Customer Success. The Implementation Specialist is responsible for driving customer readiness, adoption, and a successful implementation experience.

In addition to customer implementations, the Implementation Specialist delivers implementation-related professional services for existing customers and serves as a technical resource across the organization, assisting with technical support escalations, sales engineering activities, business analysis, and internal technical initiatives.

Core Responsibilities

Customer Implementations

· Lead remote software implementation projects from kickoff through successful go-live, serving as the primary project manager throughout the implementation lifecycle.

· Manage multiple implementation projects by coordinating customer activities, internal resources, project schedules, deliverables, budgets, and communication.

· Conduct discovery sessions to understand customer business processes, operational workflows, and implementation requirements.

· Configure the FieldConnect platform and coordinate ERP integration, data validation, user acceptance testing, and production readiness activities.

· Develop and maintain project plans, implementation documentation, and customer deliverables while proactively identifying and mitigating project risks.

· Guide customers through FieldConnect's implementation methodology, including discovery, solution design, configuration, training, testing, go-live, and transition to Customer Success.

· Develop and deliver implementation training using a train-the-trainer methodology for customer administrators, super users, and project teams.

· Create customer training materials and implementation documentation.

· Drive customer readiness and adoption by preparing customer teams for a successful production launch.

Professional Services

· Deliver billable and non-billable professional services for existing customers, including additional training, workflow analysis, and software configuration.

· Install, configure, and deploy additional FieldConnect modules and functionality.

· Perform implementations for additional customer locations, branches, divisions, or business units.

· Develop and deploy custom forms, reports, and other customer-specific configurations.

· Estimate effort, document project requirements, and manage project scope for assigned professional services engagements.

· Document completed work and customer deliverables to support project delivery and billing.

· Coordinate professional services projects with customers and internal teams.

Cross-Functional & Technical Support

· Assist the Sales team with product demonstrations, technical discovery, implementation planning, and Statements of Work.

· Support Technical Support with complex customer issues requiring advanced product knowledge.

· Document customer business requirements and enhancement requests for Product Management and Development.

· Participate in software testing, quality assurance, and release readiness activities.

· Assist with the administration and maintenance of demonstration, testing, and production environments.

· Support internal IT initiatives related to Microsoft Azure, application environments, secure connectivity, and operational systems.

· Contribute to implementation standards, documentation, and continuous process improvement.

Qualifications

Required

· Bachelor's degree in Business, Information Systems, Computer Science, or equivalent combination of education and experience.

· 3+ years of experience in software implementation, customer onboarding, technical support, professional services, or a related field.

· Experience managing multiple customer projects simultaneously.

· Strong understanding of software implementation methodologies and business process analysis.

Preferred

· Experience implementing SaaS or cloud-based software solutions.

· Experience with field service management, ERP, or construction software.

· Experience with Microsoft SQL Server, Microsoft Azure, and cloud-hosted SaaS applications.

· Familiarity with OpenVPN, Azure VPN, APIs, software integrations, data synchronization, and remote customer training.

Core Competencies

· Works independently with minimal supervision while managing multiple priorities and customer commitments.

· Collaborates effectively across cross-functional teams.

· Represents FieldConnect professionally during customer engagements.

· Customer relationship management

· Project management

· Presentation and train-the-trainer delivery

· Business process analysis

· Technical troubleshooting

· Microsoft Azure and SQL proficiency

· Adaptability and continuous improvement

Travel Expectations

Most customer engagements are performed remotely. The Implementation Specialist should be prepared to travel for multi-day onsite customer implementations or professional services engagements when business needs require. Current travel expectations are generally less than 10% annually, although travel may vary based on implementation volume and customer requirements.

Work Environment

· Primarily remote work environment with frequent Microsoft Teams meetings and virtual customer interactions.

· Occasional multi-day travel to customer sites for implementation, training, and go-live support.

· Ability to work independently while collaborating effectively across cross-functional teams.

Please note that we do not accept unsolicited resumes, work on a Corp-to-Corp basis, or engage with non-vetted external agencies.

Why Join Us?

At Cordance, we believe in taking care of our team members. When you join us, you’ll enjoy a comprehensive benefits package designed to support your health, financial well-being, and work-life balance:

• Health and Wellness:
  • Comprehensive Health Coverage: Coverage begins on your first day of employment.
• Retirement Savings:
  • 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.
  • RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.
• Paid Time Off:
  • Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.
• Parental Leave:
  • 12 weeks paid leave for all employees.
• Remote Work Support:
  • Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely.
• Holidays:
  • Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.

Join us and be part of a company that values your contributions and well-being from day one!

EEOC & ADA Statement: Cordance and its companies provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, creed, sex, nationality, ancestry, national origin, disability status, genetics, protected veteran status, affectional or sexual orientation, gender identity or expression, marital status, or any other characteristic protected by federal, state, or local laws. Cordance and its companies comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Final candidate must be able to pass a background check. To view applicant notices required under federal and state law, please visit: https://cordance.co/applicant-notices/