ABOUT THE ROLE We are looking for an Implementation Specialist who will guide customers through the technical setup and implementation process for Almabase. You will be responsible for helping customers configure their platform, connect their existing systems, validate data configurations, and prepare for launch. You will serve as the primary technical advisor during implementation, ensuring customers understand key setup decisions and feel confident using the platform. Your core focus will be to: * Lead customers through the implementation process from kickoff to launch readiness. * Configure customer environments and integrations accurately. * Help customers make informed decisions about data structure, integrations, and platform setup. * Identify and resolve implementation risks before they impact launch timelines. * Partner with Customer Success to ensure customers are prepared for successful program setup and adoption. You will be the bridge between customer goals and technical execution. RESPONSIBILITIES: CUSTOMER IMPLEMENTATION * Guide customers through the implementation journey and ensure they understand each implementation milestone. * Conduct implementation calls and technical consultations. * Establish clear expectations, timelines, and next steps throughout the implementation process. * Help customers successfully complete implementation requirements and launch preparations. PLATFORM SETUP & CONFIGURATION * Guide customers through the initial setup of their platform. * Help customers configure their digital presence, branding, and communication settings. * Ensure customers have the necessary access and permissions to begin using the platform successfully. * Work with Customer Success Managers in supporting customers to prepare their platform for launch. * Gather requirements for customer website projects and translate business needs into implementation requirements. * Coordinate with external partners responsible for website design and development, ensuring customer requirements are accurately communicated and delivered. * Act as the primary point of contact between customers and implementation partners throughout the website setup process. DATABASE & SYSTEMS INTEGRATION * Help customers connect Almabase with their existing systems and databases. * Configure and validate integrations to ensure information flows accurately between platforms. * Explain integration concepts and data flows in a simple, easy-to-understand manner. * Troubleshoot configuration and connectivity issues during implementation. DATA CONFIGURATION & VALIDATION * Guide customers in defining how their data should be structured and managed within the platform. * Review sample data imports and configurations to ensure accuracy. * Help customers make informed decisions about data management and governance on Almabase. CROSS-FUNCTIONAL COLLABORATION * Partner with Customer Success Managers to understand customer priorities, goals, and launch timelines. * Work closely with Product, Engineering, and Support teams to resolve implementation challenges. * Escalate risks proactively and recommend solutions. * Contribute feedback to improve implementation workflows, tools, and customer experience. DOCUMENTATION & PROCESS IMPROVEMENT * Maintain accurate implementation documentation and customer records. * Identify recurring implementation challenges and recommend improvements. * Contribute to customer-facing implementation guides, knowledge base articles, and onboarding resources. * Help standardise and improve implementation processes as the customer base grows. MUST HAVES: * 2+ years of experience in SaaS onboarding, implementation, customer success, technical support, or related customer-facing roles. * Strong problem-solving and troubleshooting skills with the ability to diagnose issues, identify practical solutions, and learn unfamiliar concepts quickly. * Ability to explain technical concepts to non-technical audiences in a clear and approachable manner. * Experience managing customer projects, timelines, or onboarding activities involving multiple stakeholders. * Experience gathering business requirements and translating them into implementation plans or technical specifications. * Strong written and verbal communication skills. * High attention to detail and organizational skills. * Ability to work independently and manage multiple customer implementations simultaneously. NICE-TO-HAVE: * Experience working with CRM platforms, databases, or system integrations. * Experience in higher education, advancement, fundraising, or nonprofit technology. * Experience working with APIs, integrations, or technical onboarding projects. * Knowledge of project management or onboarding tools. * Experience coordinating third-party vendors, agencies, or implementation partners. WHAT YOU DON'T NEED You do not need prior experience with: * CRM systems such as Raiser's Edge * Website setup or domain configuration * Database administration * Payment gateway integrations * APIs or software development * Data migration tools * System integrations or middleware platforms We believe these can be learned with the right training and support. What matters most is your ability to: * Learn quickly * Solve problems systematically * Communicate clearly with customers * Manage projects and timelines effectively * Guide customers through complex processes with confidence If you're curious, resourceful, and enjoy helping customers succeed, we encourage you to apply. TRAINING & SUPPORT We invest heavily in helping new team members succeed. During onboarding, you will receive structured training on: * Almabase products and customer workflows * Implementation processes and best practices * Customer communication and consultation skills * Database and integration concepts relevant to the role * Platform configuration and launch readiness * Website implementation and vendor coordination workflows * Common implementation scenarios and troubleshooting approaches You will initially shadow experienced team members before independently managing customer implementations. No prior experience with our specific tools, integrations, or customer systems is required. Our goal is to equip you with the knowledge, confidence, and support needed to become a trusted implementation advisor for our customers. 12-MONTH PLAN MONTHS 1–3: LEARN & CONTRIBUTE * Develop a deep understanding of Almabase products, implementation workflows, and customer use cases. * Shadow implementation calls and gradually take ownership of customer accounts. * Learn implementation processes, tools, and common customer challenges. * Successfully lead initial implementation projects with guidance from senior team members. MONTHS 4–6: OWN IMPLEMENTATIONS * Independently manage customer implementations from setup through launch readiness. * Build confidence in handling integrations, configurations, and customer consultations. * Identify process gaps and recommend improvements. * Consistently meet implementation timelines and customer satisfaction goals. MONTHS 7–9: DRIVE IMPROVEMENTS * Take ownership of complex implementation scenarios. * Help refine onboarding documentation and customer resources. * Partner with Customer Education and Support to reduce implementation friction. * Contribute to implementation process optimization initiatives. MONTHS 10–12: SCALE & INFLUENCE * Become a trusted advisor for implementation best practices. * Mentor newer team members where applicable. * Lead process improvement projects that improve implementation efficiency and customer outcomes. * Help shape the future implementation experience at Almabase. WHERE THIS ROLE FITS The Implementation Specialist will: * Serve as the technical owner of customer implementation. * Ensure customers are successfully configured and ready to launch. * Work closely with Customer Success, Support, Product, and Engineering teams. * Improve customer confidence during implementation by simplifying technical complexity. * Drive outcomes that reduce implementation friction and accelerate customer time-to-value. This role is critical to helping customers achieve a successful start with Almabase and ensuring a strong foundation for long-term adoption and success. SUCCESS METRICS CUSTOMER OUTCOMES * % customers completing implementation within target timeline. * % customers successfully launching after implementation. * % customers requiring rework due to implementation or configuration issues. * % customers experiencing setup-related issues within 90 days of onboarding. CUSTOMER EXPERIENCE * Customer Satisfaction (CSAT) during implementation. * Customer Effort Score (CES) during onboarding and setup. * Customer feedback on implementation quality and preparedness for launch. OPERATIONAL EXCELLENCE * Median time to implementation completion. * Implementation milestone completion rate. * Number of implementation escalations requiring Product or Engineering intervention. WHERE THIS ROLE CREATES IMPACT The Implementation Specialist ensures customers have a strong technical foundation before they begin using Almabase. By helping customers configure their platform correctly, connect their systems, and prepare for launch, this role directly influences onboarding success, product adoption, customer confidence, and long-term retention. The role sits at the intersection of Customer Success, Product, Support, and Customer Education—ensuring customers move from purchase to successful launch with clarity, confidence, and minimal friction.