About the Team/Role
The Customer Implementation Coordinator will serve as the first operational point of contact for every newly signed customer, ensuring a seamless transition from Sales to Customer Experience.
This role treats each new customer as a project to coordinate, guiding them through the early implementation steps required to successfully begin using the platform. The Implementation Coordinator ensures accounts are provisioned quickly, required setup steps are completed, expectations are clearly communicated, and customers are confidently transitioned into the company’s onboarding and support ecosystem.
The primary objective of this role is to build immediate customer confidence, accelerate time to value, and reinforce trust with both customers and the Sales team that every new account is set up for success.
How you'll make an impact
New Customer Intake & Contract Review:
Every new signed contract will trigger an implementation workflow owned by this role. This role ensures nothing falls through the cracks between Sales and CX.
Responsibilities include:
Reviewing all newly executed contracts
Verifying required setup information
Confirming the solutions purchased and ensuring accurate setup preparation
Initiating the onboarding project for the new customer
Rapid Account Provisioning:
The Implementation Coordinator will ensure new customers gain access to the platform quickly. Fast access ensures the customer can begin engaging with the platform immediately.
Responsibilities include:
Provisioning new accounts within two business hours of contract execution
Confirming login access and system readiness
Ensuring appropriate modules and permissions are configured
Initial Customer Kickoff Coordination (Access, Data, Payments, + Expectations):
Sales will schedule an initial customer introduction meeting directly on this role’s calendar.
Responsibilities include:
Leading the first CX introduction call
Reinforcing the value of the solutions purchased
Outlining what the customer should expect during onboarding
Setting clear expectations for next steps
If a customer misses the scheduled meeting, this role will:
Follow up directly
Rebook the introduction call
Ensure the onboarding journey begins promptly
Data Collection & Implementation Preparation:
To prepare customers for onboarding and system setup, this role will collect the necessary implementation materials.
Responsibilities include:
Collecting required customer data for system setup
Coordinating data import requirements
Communicating data preparation guidelines and timelines
Ensuring the customer understands what is needed to proceed
Payments & Financing Setup:
This role will assist customers in activating the platform’s financial tools.
Responsibilities include:
Assisting customers with payment processing setup
Supporting applications for financing options
Ensuring all necessary forms and documentation are completed
Coordinating with internal payments teams when necessary (flag if the account does not intend to process.
Customer Education & Expectation Setting:
A key responsibility of this role is to build early customer confidence by clearly explaining what happens next.
Responsibilities include:
Introducing the customer to available onboarding resources
Demonstrating how to access training and support
Setting expectations for onboarding timelines
Reinforcing the simplicity of getting help when needed
Experience you'll bring
1-3 years experience in related roles or customer service experience
High school diploma, or GED required
Preferred Bachelor's degree or higher
Strong Organization & Project Management
Ability to manage multiple onboarding projects simultaneously
Highly detail oriented with strong follow through
Customer Facing Communication Skills
Clear, confident communicator
Able to explain processes in a simple and approachable way
Technical Proficiency
CX and Project Management tools (Salesforce/CRM platforms, ticketing systems, and project management software).
Operational Discipline
Comfortable managing checklists, workflows, and timelines
Ability to ensure processes are consistently executed
Value Reinforcement
Ability to reinforce the value of the platform’s solutions
Confident representing the company as a trusted partner