Implementation Specialist at Dockwa in Remote

Summary: Dockwa is reshaping the marine industry, and they are seeking an Implementation Specialist to manage the onboarding experience for marina customers. This role involves guiding customers through product configuration, data migration, and training to ensure successful platform adoption and long-term retention. Responsibilities: - Guide marina customers through product configuration, system integration, and go-live readiness - Migrate and configure customer data including rates, inventory, contracts, and dock maps - Configure POS systems and modular features (Service, Rentals, Fuel, etc.) based on marina operational needs - Manage implementation project timelines, ensuring on-time go-lives and minimal customer friction - Tailor onboarding experience to customer size, complexity, and technical sophistication - Conduct training sessions focused on product adoption and operational success across various user roles - Create and continuously improve training materials, onboarding documentation, and Help Center content - Deliver clear, effective training on product best practices for marina staff at all technical levels - Develop customer-facing resources that reduce support burden and enable self-service learning - Identify knowledge gaps and build enablement assets to address recurring customer questions - Work closely with Product, Sales, and Support teams to address implementation challenges and align messaging - Collect and synthesize customer feedback during onboarding to influence product improvements and roadmap priorities - Partner with Sales during handoff to ensure implementation expectations align with what was sold - Collaborate with Marina Success Managers to create smooth transitions from implementation to ongoing support - Surface implementation blockers, technical gaps, and customer experience issues to leadership - Manage multiple implementations simultaneously while maintaining quality and attention to detail - Build and refine implementation playbooks for different customer segments and product tiers - Identify patterns in implementation challenges and recommend process improvements - Contribute to scaling implementation operations as customer volume grows Required Qualifications: - 1+ years in Implementation, Onboarding, Customer Success, or similar customer-facing role, preferably in SaaS or technology-driven environments - Strong organizational skills with proven ability to manage multiple complex projects simultaneously - Excellent communication and training skills—ability to explain technical concepts clearly to non-technical audiences - Experience with CRM and implementation tools (Salesforce experience strongly preferred) - Detail-oriented approach to data migration, system configuration, and customer-facing documentation - Ability to balance multiple priorities, adapt quickly, and thrive in fast-paced environments - Passion for technology, boating, hospitality, or operations is a plus Required Skills: Implementation experience, Data migration, System integration Important Skills: CRM tools, Project management Nice-to-Have Skills: Training skills, Communication skills, Organizational skills, Attention to detail, Problem-solving