Implementation Specialist

Summary

Join Lattice as a Implementation Specialist and partner with customers to ensure successful product launches within their Lattice platform. Collaborate with Account Executives and Customer-facing peers to maximize revenue retention and growth by delivering premium customer experiences. Manage new customer onboarding and implementation of Lattice solutions, partnering with the Customer Account Management team to re-implement solutions with low adoption. Document estimated timelines for launching licensed solutions and manage subsequent launches of additional products. Contribute to account planning and document product enhancements or pain points to inform the product roadmap. This role offers cross-functional exposure and opportunities for career development. The position requires Pacific time hours, Monday-Friday.

Requirements

• Bachelor's degree preferred, not required
• 2+ years of progressive, professional experience in a customer-facing customer support, customer onboarding or customer success role responsible for product launches
• Innate curiosity and desire to understand a customer’s desired outcomes with their licensed platform
• Demonstrated aptitude for learning a variety of products and solutions
• Ability to articulate complex concepts to non-technical stakeholders
• Strong listening and problem-solving skills
• You have a strong ability to quickly develop rapport with new people and maintain trust through friendly, proactive, and responsive communication
• You have effective time management and task prioritization
• You have the ability and interest to work autonomously with a strong sense of ownership and accountability

Responsibilities

• Manage the successful implementation and onboarding of phase 1 Lattice solutions
• Take a consultative yet prescriptive approach to informing initial launch timelines and project plans
• Seek to drive as much meaningful value with Lattice as quickly as possible to maximize likelihood for continued engagement
• Partner with customers alongside your Customer Account Manager peers to document estimated timelines for launching all of their licensed solutions
• Manage the successful launches of licensed products that aren’t rolled out in the initial few months of the contract
• Contribute to account planning activities for customers who might need re-implementation partnership alongside the Customer Account Manager
• Document product enhancements or pains gathered during customer interactions to contribute to a customer-informed product roadmap

Preferred Qualifications

• Preference for prior experience in HR technology working with People Ops and HR teams
• Strong understanding of B2B SaaS products and services

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life, AD&D, and Disability Insurance
• Emergency Weather Support
• Wellness Apps
• Paid Parental Leave
• Paid Time off inclusive of holidays and sick time
• Commuter & Parking Accounts
• Lunches in the Office
• Internet and Phone Stipend
• One time WFH Office Set-Up Stipend
• 401(k) retirement plan
• Financial Planning
• Learning & Development Budget
• Sabbatical Program
• Invest in Your People Fund