Implementation Administrator

Remote (United States)

Job Details

Department: Customer Success

Compensation: $70,000 - $90,000 per year

Position Overview

The Implementation Administrator is a technically focused, client-facing role responsible for both partner onboarding and administration of a third-party client onboarding platform. Approximately 50% to 70% of the role focuses on hands-on partner implementation and onboarding, while 30% to 50% focuses on system administration.

This position serves as the primary point of contact for partners during implementation, guiding them from kickoff through go-live while providing clear communication, effective project coordination, and sound judgment in situations where requirements may not always be fully defined.

The role also owns the administration and optimization of the onboarding platform, including workflows, templates, user access, integrations, and process improvements designed to support increasing partner volume.

What You’ll Do

• Lead new partner onboarding from kickoff through go-live, serving as the primary point of contact throughout the transition.
• Collaborate with Customer Success, Product, and Filing Services teams to provide a smooth and positive onboarding experience.
• Maintain, update, and optimize onboarding workflows and templates within the onboarding platform.
• Use AI-supported tools and processes to improve onboarding efficiency and accuracy.
• Manage user roles, permissions, and access within the onboarding platform.
• Troubleshoot platform access, configuration, and system issues as they arise.
• Identify opportunities to streamline or automate onboarding steps as partner volume grows.
• Support API and connector integrations with other business systems.
• Document workflows, platform configurations, and standard processes to maintain operational clarity and support team scalability.
• Partner with the Implementation Manager on process improvements and platform enhancements.
• Perform additional duties as requested, directed, or assigned.

Qualifications

• Bachelor’s degree in Business Administration, Information Systems, Business Information Technology, or a related field, or equivalent professional experience.
• At least 3 years of SaaS implementation experience with demonstrated project coordination skills.
• At least 3 years of technical support experience, including hands-on system configuration and workflow design.
• Strong written and verbal client-facing communication skills, with the ability to guide partners through complex transitions clearly and professionally.
• Experience with API and connector integrations.
• Ability to troubleshoot technical issues independently.
• Ability to work independently in a supported environment while remaining collaborative with Implementation and Customer Success teams.
• Knowledge of surplus lines tax filing and compliance is preferred.

Benefits

• Health, dental, and vision plans.
• Four weeks of paid time off.
• 10 paid company holidays.
• Two floating holidays.
• 401(k) program with employer match.
• Personal assistance programs designed to support a healthy personal and professional life.
• Opportunity to work on innovative projects designed to improve and modernize industry processes.
• Collaboration with experienced professionals in a growth-focused environment.
• A workplace culture that values flexibility, innovation, inclusion, and professional growth.