Implementation Specialist

Brilliant is an innovative branded products and corporate gifting company. Built with our clients in mind and a focus on creativity and technology, Brilliant curates, produces, and helps companies distribute memorable branded merchandise and custom products. Whether it's newsworthy press kits, welcome gifts for new employees, merchandise sets to promote a product launch, or giveaways people love - our team of retail trend experts and designers work together to produce impactful products that bring brands to life.

As a full-service partner, we offer product concepting, sourcing, design, custom packaging, merch collections, company stores, touchpoint gifting, warehousing, fulfillment and distribution.

Technology is part of our DNA. Our proprietary systems gives clients instantaneous access to important information and tools, including real-time inventory data, on-demand fulfillment services, and convenient 3rd party system integrations, such as Salesforce, Workday, and Zapier - reducing busy work and creating a seamless experience for gift givers and receivers.

• →Manage the setup and configuration of Brilliant’s software tools, including our automations and integrations, for individual clients and projects.
• →Test configurations prior to launch to ensure accuracy, functionality, and quality.
• →Troubleshoot issues and adjust setups as needed throughout the client lifecycle.
• →Support ongoing optimization of client implementations post-launch.
• →Coordinate cross-functional resources (Design, Integrations, Product, Client Success, and technical teams) to ensure on-time, high-quality launches.
• →Track implementation progress, risks, and dependencies, proactively addressing blockers.
  Help improve implementation workflows, templates, and best practices over time.

• Partner with Product Management to understand new releases and feature updates.
• Contribute to internal documentation and training materials to support team adoption and consistency.
• Guide clients through software adoption during and after implementation, ensuring confidence and clarity for their follow up questions and needs that are beyond the expertise of our Account Management team members.

• Identify recurring client challenges, usability issues, and workflow friction.
• Share structured feedback and insights with Product and Engineering teams to inform future improvements and roadmap decisions.
• Provide input on early concepts or changes based on hands-on implementation experience.

• 2+ years of experience in software implementation, technical customer support, product specialist, business analyst, or a similar role.
• Strong problem-solving skills with the ability to think analytically in a fast-paced environment.
• Excellent verbal and written communication skills, especially in client-facing settings.
• Customer-first mindset with a focus on delivering high-quality implementation experiences.
• Comfort learning and navigating new software platforms quickly.
• Experience with CRM tools and support ticketing systems.
• Basic proficiency with HTML and CSS (no coding required; familiarity for troubleshooting templates and small adjustments).
• General familiarity with APIs and technical concepts sufficient to support describing integration workflows and answering basic client questions and troubleshooting issues