Implementation Specialist

About This Role

This greenfield role involves building the implementation function from the ground up for UKON, a cyber revenue partner for insurance agencies and managed service providers. The specialist will design, run, and continuously improve the onboarding process for new agency partners, ensuring they become active and productive. It suits an individual contributor with strong project management and technology implementation experience, with the opportunity to grow the function as the company scales.

Responsibilities

• Build UKON's agency onboarding standard from the ground up, from signed agreement to active, producing partner
• Design and run the handoff process between sales and Cyber Practice Leaders so nothing is lost between signature and launch
• Create training standards and materials that get agencies and their producers confident and active quickly
• Write and maintain the implementation playbook, including operating procedures, checklists, timelines, and escalation paths
• Own the implementation pipeline for new agency partners and keep every account moving forward
• Define implementation metrics, track progress, and report on what is working and what is not
• Identify where agencies stall after signing and fix the root cause, whether it sits in process, product, or people
• Partner with sales, CPLs, marketing, and product to feed agency feedback back into how we sell, support, and build
• Use project management and AI tools to run implementation efficiently and at scale

Requirements

• At least 5 years of onboarding, implementation, or customer success experience with SaaS or technology products
• A track record of building operating procedures and processes from scratch, not just following existing ones
• Project management experience, including running multiple concurrent implementations with tools like Asana, Monday, ClickUp, or similar
• Exceptional attention to detail and a process-driven, high-ownership approach to your work
• The relational skill to work across sales, CPLs, and agency partners and earn their trust
• Comfort coordinating and directing the work of others, even without formal authority
• Clear written and verbal communication, including the ability to turn messy processes into simple, usable documentation
• Comfort operating in ambiguity and creating structure where none exists

Nice to have:

• Experience in insurance, insurtech, or another regulated industry
• Familiarity with independent insurance agencies, agency management systems, or managed service providers
• Exposure to product management or experience feeding customer input into a product roadmap
• Experience as an early hire who built an implementation or onboarding function