Implementation Specialist

About This Role

This role ensures that large, complex enterprise customers experience Ivo as a trusted, competent, and highly capable partner from day one. It involves onboarding these customers into Ivo's intelligence tool, owning the end-to-end implementation experience in close partnership with Customer Success Managers (CSMs), and guiding them through scoping, configuration, workflow design, and early value realization within Intelligence.

Responsibilities

• Lead post-sale onboarding for large, complex enterprise customers, from kickoff through initial steady-state usage
• Act as the customer's primary implementation owner, coordinating closely with the assigned CSM
• Build trust with senior customer stakeholders by demonstrating strong judgment, structure, and follow-through
• Facilitate structured scoping sessions to understand customer objectives, priorities, workflows, and constraints
• Translate customer goals into clear implementation plans, including workspace structure, document scope, workflow design and prioritization, and integration considerations with existing tools (e.g., Salesforce, Sharepoint and Google Drive)
• Create project plans around timelines, dependencies, and outcomes
• Design and support customer-specific Intelligence workflows, intake mechanisms, and fact extraction use cases
• Ensure configurations align with customer operating models and long-term scalability
• Partner with internal teams (legal engineering, product, support) to deliver solutions that meet customer requirements
• Deliver tailored training sessions for customer teams on Intelligence workplace setup and usage, fact extraction and query workflows, and best practices for scaling usage across teams
• Ensure customers feel confident operating independently while knowing when and how to engage Ivo for support
• Manage implementation-related requests during onboarding in line with defined SLAs and complexity tiers
• Provide clear status updates, risk flags, and recommendations to both customers and internal stakeholders
• Identify patterns across implementations and contribute to process improvements, templates, and playbooks

Requirements

• 4
• 8+ years in implementation, professional services, onboarding, or customer delivery roles for complex B2B SaaS products
• Significant experience working with enterprise customers and navigating multi-stakeholder environments
• Strong ability to scope ambiguous problems, design structured solutions, and execute against them
• Technically fluent enough to discuss data models, integrations, workflows, and system constraints (without needing to be an engineer)
• Strong customer presence with demonstrated experience managing complex customer projects and software roll-outs