Implementation Specialist

Reports to: Head of Delivery & Operations
Location: Remote (US)

The Implementation Specialist is responsible for executing customer onboarding and early adoption at Texture. This role focuses on taking customers from contract signed to first value delivered, ensuring a smooth, consistent, and high-quality onboarding experience.

This is a hands-on execution role for someone who enjoys working directly with customers, following structured delivery processes, and turning complexity into clarity. You will partner closely with Delivery leadership, Engineering, and Commercial teams to ensure customers are successfully onboarded and ready to realize value.

• Accelerates customer time-to-value through consistent onboarding execution

• Improves delivery quality and customer confidence early in the lifecycle

• Reduces internal friction by owning onboarding details and coordination

• Enables scalable delivery as Texture grows

• Execute end-to-end onboarding for new customers using defined frameworks and playbooks

• Support customer configuration, setup, and training to enable early product adoption

• Track onboarding progress, milestones, and readiness using internal tools

• Identify risks or blockers early and escalate appropriately

• Ensure clean handoff to Commercial or Account teams once onboarding is complete

• Serve as the day-to-day delivery contact during the onboarding window

• Respond to customer questions related to setup, configuration, and product usage

• Coordinate with Engineering and Product to resolve onboarding-related issues

• Follow established communication standards and delivery rhythms

• Capture customer feedback, usability issues, and defects encountered during onboarding and early adoption

• Log bugs and delivery issues with clear reproduction steps, customer context, and observed impact

• Follow defined triage and escalation paths to Engineering and Delivery leadership

• Communicate issue status and next steps to customers during the onboarding window in alignment with delivery standards

• Contribute to onboarding documentation, guides, and templates

• Help improve onboarding workflows, checklists, and internal tools

• Capture delivery insights and customer feedback for leadership review

• Customers reach first value within defined onboarding timelines

• Onboarding engagements are delivered on time and within scope

• High customer satisfaction during onboarding

• Clear escalation of risks and issues

• Consistent use of onboarding processes and documentation

• 3-5 years of experience in implementation, onboarding, customer support, or delivery roles

• Strong organizational skills and attention to detail

• Clear written and verbal communication skills

• Comfort working with customers and internal teams in a fast-paced environment

• Ability to follow structured processes while adapting to customer needs

• Experience with SaaS tools, CRMs, or project tracking tools is a plus

• Energy experience not necessary, but preferred

• Experience working with technical teams and Scrum framework

• SaaS or technical product exposure preferred but not required