Implementation Specialist

This role is full-time and remote in the USA.

The Implementation Specialist (IS) leads clients through their ELC (Experiential Learning Cloud) onboarding journey, serving as the primary day-to-day point of contact from Kickoff Meeting through launch. They guide each institution through critical stages from kickoff and database setup through coaching transition and go-live, ensuring customers successfully adopt the platform and realize its value. The Implementation Specialist coordinates across internal teams (Support, Account Management), manages stakeholder expectations, and proactively identifies risks that could derail the implementation. They combine project management discipline with customer empathy, translating complex product features into practical workflows aligned to each client's unique needs.

Responsibilities

Implementation Leadership & Project Management

• Own the end-to-end onboarding timeline for multiple, simultaneous customer implementations, tracking progress through all stages of the implementation checklist.
• Schedule and facilitate kickoff meetings, initial setup reviews, database review sessions, and coaching transitions ensuring all parties are aligned and informed.
• Set and manage realistic go-live dates with customers, accounting for their availability, complexity, and dependencies; flag timeline risks early.

Customer Relationship & Communication

• Serve as the customer's first and primary point of contact from initial kickoff through go-live, building trust and confidence in the onboarding process.
• Translate customer goals and constraints into implementation scope, making trade-off recommendations when needed.
• Deliver clear, regular status updates both internally and to customers highlighting progress, risks, and next steps in plain language.
• Identify and escalate customer frustrations, adoption blockers, or engagement gaps before they jeopardize the implementation.

Coordination & Problem-Solving

• Coordinate with Product and Support teams on questions, feature requests, or technical issues that arise during implementation.
• Collaborate with Account Management on renewal planning and expansion opportunities post-launch.
• Manage scope and expectations, protecting the implementation timeline from scope creep while advocating for reasonable customer needs.

Database Design & Technical Oversight

• Work with Product and customers to design the ELC database structure (student groups, placement workflows, field experience bundles) that aligns to their program's processes.
• Set up and create elements of client’s database.
• Conduct database reviews with customers to validate the build against their requirements and best practices.
• Understand core ELC functionality (site placement, groups and assignments, data management, integrations) at a level needed to advise customers and coordinate technical setup.

Documentation & Knowledge Management

• Document each customer's unique configuration, go-live date, key stakeholders, and any special requirements in Jira and supporting systems.
• Create or customize onboarding templates to reflect current best practices.
• Contribute feedback from customer implementations to continuously improve the onboarding process.

Required Qualifications & Education

• Bachelor's degree in Education, Business Administration, Project Management, or a related field; or an equivalent combination of education and relevant experience.
• 2-4 years in project management, customer success, or implementation roles in SaaS or EdTech with experience onboarding higher education institutions strongly preferred.
• Demonstrated ability to manage multiple complex projects simultaneously while maintaining attention to detail and customer relationships.
• Strong organizational and time-management skills; comfort with tools like Jira, spreadsheets, and project timelines.
• Excellent verbal and written communication; ability to translate technical concepts for non-technical audiences.
• Problem-solver and self-starter who takes ownership of challenges and collaborates across teams to resolve them.
• Comfort with ambiguity and changing priorities; adaptability in a growing organization.

Preferred Qualifications

• Experience in higher education, EdTech, or non-profit sectors.
• Familiarity with instructional design, experiential learning, or field experience program models.
• Experience with Atlassian tools (Jira, Confluence) or similar project management platforms.
• Background in software implementation, data migration, or system integration projects.
• Project Management certification (PMP, CAPM, or similar).

The Essentials

• Fully remote in the USA. We provide all necessary equipment and a monthly tech stipend for your home office.
• A global team with local connections. Work with talented Lumiverians worldwide.
• Visa sponsorship is not available for this role. Lumivero participates in E-Verify. All offers are contingent upon successful confirmation of employment eligibility.

Compensation + Benefits

• Base salary is $60,000-$70,000 with eligibility to earn a performance-based annual bonus.
• Benefits package including generous company contribution for major medical, dental, and vision insurance with HSA and FSA options available.
• Additional insurance coverage including long and short-term disability coverage, life insurance, and voluntary insurance options.
• Roth and Traditional 401(k) options with a generous match, vested immediately.
• Technology stipend to keep your home office running.
• Flexible time off, 11 holidays, and paid sick time.
• Company paid parental leave policies.

Who we are

Lumivero empowers researchers, industry experts, and business leaders to simplify data complexity, find insights, and get clarity through human expertise, trusted data, and intelligent agents. We pair expert-built, rigorous methodology with powerful data analysis and AI-driven workflows so the people making high-stakes calls can make them with confidence.

It's trusted at serious scale. Our solutions include the #1 probabilistic risk software, the #1 QDA software, and the most cited software in their fields. More than 27,000 organizations worldwide rely on Lumivero — including around 90% of the Fortune 100 — across energy, financial services, government, defense, and manufacturing.