This is a remote position.

Role Summary

The Customer Implementation & Go-Live Stabilization Specialist is responsible for leading the end-to-end implementation lifecycle of customers, ensuring a seamless transition from contract signing to successful production deployment and operational stability. This role serves as the primary implementation coordinator, collaborating with customers and internal cross-functional teams to deliver projects on time, within scope, and with a high level of customer satisfaction.

The specialist will oversee implementation planning, business requirement gathering, solution configuration, deployment readiness, user acceptance testing (UAT), customer training, go-live execution, post-launch stabilization, and the transition to Business-as-Usual (BAU) support. The role requires strong project coordination, stakeholder management, communication, and problem-solving skills while managing multiple customer implementations simultaneously.

Key Responsibilities

1. Sales to Implementation Handover

• Receive completed customer handovers from Sales and Customer Success teams.
  
• Review customer contracts, subscribed products, implementation scope, timelines, and commercial commitments.
  
• Validate project scope and identify implementation risks, assumptions, dependencies, and missing information.
  
• Prepare implementation plans, project schedules, communication plans, and ownership matrices.
  
• Conduct customer kick-off meetings and align all stakeholders on project objectives and timelines.
  

2. Customer Requirement Gathering

• Conduct discovery workshops with customer stakeholders.
  
• Gather and document business, operational, and technical requirements.
  
• Capture workflows, business rules, escalation paths, routing logic, integrations, notifications, user roles, reporting requirements, and customer-specific configurations.
  
• Translate business requirements into implementation documentation for internal teams.
  
• Ensure customer approvals before configuration activities begin.
  
• Manage requirement changes through structured change management processes.
  

3. Implementation Planning & Project Coordination

• Develop detailed implementation roadmaps and project timelines.
  
• Track milestones, dependencies, deliverables, and project progress.
  
• Coordinate activities across Product, Engineering, Data Operations, Customer Success, Support, and other business teams.
  
• Facilitate regular status meetings with customers and internal stakeholders.
  
• Escalate risks, delays, and blockers while driving timely resolution.
  
• Ensure implementation activities adhere to agreed timelines and quality standards.
  

4. Solution Configuration & Technical Coordination

Coordinate implementation activities including:

• Customer configuration
  
• Organization setup
  
• User provisioning
  
• Security roles and permissions
  
• Workflow configuration
  
• Notification setup
  
• Routing rules
  
• Reporting configuration
  
• Business rules
  
• Website deployment
  
• Third-party integrations
  
• API configurations
  
• Environment readiness
  

Work closely with Engineering and Product teams to ensure configurations meet approved customer requirements.

5. Data & Content Readiness

Coordinate customer-specific content preparation by:

• Collecting customer information
  
• Reviewing business data
  
• Validating uploaded content
  
• Maintaining version control
  
• Coordinating approvals
  
• Ensuring information accuracy
  
• Identifying data inconsistencies
  
• Tracking content readiness before deployment
  

6. Website & Deployment Coordination

Coordinate all technical deployment activities including:

• Website deployment
  
• Domain configuration
  
• DNS coordination
  
• Integration deployment
  
• Security validation
  
• Firewall dependencies
  
• Deployment scheduling
  
• Environment validation
  
• Technical readiness assessments
  

Monitor deployment progress and coordinate issue resolution with Engineering teams.

7. User Acceptance Testing (UAT)

Own the complete User Acceptance Testing process.

Responsibilities include:

• Creating UAT plans
  
• Preparing test scenarios
  
• Coordinating testing activities
  
• Managing defect logs
  
• Assigning issues to appropriate teams
  
• Tracking issue resolution
  
• Conducting regression testing
  
• Maintaining testing evidence
  
• Coordinating customer sign-offs
  
• Ensuring production readiness before launch
  

8. Customer Training & Enablement

Plan and deliver customer onboarding and operational training.

Training includes:

• Product functionality
  
• User workflows
  
• Administrative functions
  
• Reporting dashboards
  
• Escalation procedures
  
• Support processes
  
• Best practices
  
• Knowledge transfer
  
• User adoption guidance
  

Develop customer-specific training documentation and user guides while ensuring customer readiness prior to go-live.

9. Go-Live Readiness

Maintain comprehensive go-live readiness checklists covering:

• Business requirements completion
  
• Configuration readiness
  
• Technical deployment
  
• UAT completion
  
• Customer approvals
  
• User training completion
  
• Production validation
  
• Monitoring setup
  
• Support readiness
  
• Escalation contacts
  
• Risk assessments
  

Conduct Go/No-Go meetings with all stakeholders before launch.

10. Go-Live Management

Lead the production deployment by:

• Coordinating launch activities
  
• Managing communication channels
  
• Monitoring system performance
  
• Tracking implementation issues
  
• Coordinating defect resolution
  
• Providing status updates
  
• Managing launch trackers
  
• Escalating critical issues
  
• Ensuring customer communication throughout the launch window
  

11. Post Go-Live Stabilization

Own the stabilization phase following production deployment.

Monitor:

• System performance
  
• Product availability
  
• Customer usage
  
• Workflow execution
  
• Notifications
  
• Routing accuracy
  
• Customer feedback
  
• Operational issues
  
• Support requests
  
• Defect trends
  

Coordinate corrective actions with Product, Engineering, Data Operations, Customer Success, and Support teams until the customer reaches steady-state operations.

12. Transition to Business-as-Usual (BAU)

Upon successful stabilization:

• Complete implementation closure reports
  
• Transfer ownership to Customer Success
  
• Handover operational support to Service Operations
  
• Update project documentation
  
• Archive implementation records
  
• Conduct internal knowledge transfer sessions
  
• Ensure complete implementation documentation is available for future support
  

13. Continuous Improvement

Drive operational excellence by:

• Identifying recurring implementation challenges
  
• Improving implementation methodologies
  
• Updating templates and documentation
  
• Enhancing project governance
  
• Standardizing implementation processes
  
• Improving customer onboarding experiences
  
• Supporting automation initiatives
  
• Contributing to implementation playbooks and best practices
  

Requirements