Implementation Specialist, SaaS Onboarding & Delivery
Overview
You own end-to-end customer onboarding at Texture, taking clients from contract signed to first value delivered. You execute structured delivery frameworks with SaaS tools and CRM platforms, ensuring smooth adoption and early product usage. You work directly with customers and partner with Delivery leadership, Engineering, and Commercial teams. You turn complexity into clarity, reduce internal friction, and accelerate time-to-value. This role is hands-on, customer-facing, and critical to Texture's scalable delivery.
What You'll Do8
- 1Execute end-to-end onboarding for new customers using defined frameworks and playbooks, driving setup, configuration, and training to enable early product adoption.
- 2Track onboarding progress, milestones, and readiness using internal tools, identifying risks or blockers early and escalating appropriately.
- 3Serve as the day-to-day delivery contact during the onboarding window, responding to customer questions on setup, configuration, and product usage.
- 4Coordinate with Engineering and Product to resolve onboarding-related issues, ensuring timely resolution and customer satisfaction.
- 5Log bugs and delivery issues with clear reproduction steps, customer context, and observed impact, following defined triage paths to Engineering and Delivery leadership.
- 6Communicate issue status and next steps to customers during onboarding, aligning with delivery standards and expectations.
- 7Contribute to onboarding documentation, guides, and templates, helping improve workflows, checklists, and internal tools for scalability.
- 8Ensure clean handoff to Commercial or Account teams once onboarding is complete, maintaining high customer confidence and satisfaction.
Requirements7
- 13-5 years of experience in implementation, onboarding, customer support, or delivery roles.
- 2Proven ability to follow structured processes while adapting to customer needs, with strong organizational skills and attention to detail.
- 3Clear written and verbal communication skills, comfortable working with customers and internal teams in a fast-paced environment.
- 4Experience with SaaS tools, CRMs, or project tracking tools.
- 5Experience working with technical teams and Scrum framework.
- 6SaaS or technical product exposure preferred but not required.
- 7Energy experience not necessary, but preferred.
Salary Insight
$120 - $150k per year
Location
Required Skills
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