Customer Implementation Coordinator

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