[Hiring] Implementation Specialist @Coast

Role Description

The Implementation Specialist owns the post-sale onboarding and rollout of Coast, from kickoff through go-live and handoff to Customer Success. This is a technical, project-oriented role—not frontline support. You'll spend the majority of your time translating complex, real-world operational workflows from industries like facilities management, manufacturing, healthcare field services, and hospitality into Coast configurations that actually work for teams in the field.

That means running discovery to understand how a maintenance team or field operation really works, then designing and building automations, configuring integrations, and structuring the platform so customers can adopt it quickly and confidently. You'll juggle multiple implementations in parallel, ranging from fast-moving rollouts to complex, multi-phase deployments—and you'll be expected to manage both without dropping the ball.

The Implementation Specialist will work closely with Customer Success, Product, and Engineering, and will primarily support customers in North America while being based in the Philippines.

What You'll Do

• Lead end‑to‑end implementation projects from kickoff through go‑live and handoff, managing scope, milestones, and risks across multiple simultaneous accounts.
• Run deep discovery sessions to understand customer workflows, operational environments, and technical constraints—then translate that into a concrete configuration and automation plan.
• Design and build automations using Coast's native triggers and rules engine.
• Configure Coast fully: settings, user roles and permissions, data structures, workflow templates, and integrations aligned to each customer's operational reality.
• Coordinate data migration, testing, and validation with customer and internal technical teams.
• Learn unfamiliar industries quickly.
• Facilitate onboarding and training sessions for admins and end users, tailoring your approach for both technical and non-technical audiences.
• Track implementation progress, communicate status and next steps clearly, and proactively adjust plans when priorities or constraints change.
• Identify and troubleshoot rollout issues, coordinating with Support, Product, and Engineering as needed.
• Capture repeatable patterns, edge cases, and feedback to improve implementation playbooks, templates, and product roadmap inputs.
• Use tools like Coast, Google Workspace, Zoom/Meet, Avoma, Intercom, and Zendesk every day to manage tasks, communicate with customers, and keep internal stakeholders aligned.
• Work a schedule with meaningful overlap with US business hours so you can join customer calls, internal standups, and cross‑functional working sessions.

Qualifications

• 3+ years in SaaS implementation, onboarding, professional services, or a customer-facing technical role.
• Proven hands-on experience configuring complex no-code/low-code platforms such as Airtable, Monday.com, Notion, ClickUp, or similar—not just administering them, but designing workflows and structures for real operational use cases.
• Demonstrated experience building automations—whether through native platform triggers/rules engines, or tools like Zapier or Make—to solve real workflow problems for customers.
• Comfortable working with API integrations and webhooks at a conceptual and practical level; you don't need to write code, but you need to understand how data flows between systems and be able to configure and troubleshoot integrations.
• Experience working remotely with international teams, with strong written and spoken English suitable for customer calls and training.
• Demonstrated project management skills: managing timelines, stakeholders, and risks across multiple accounts.
• Excellent virtual facilitation skills; able to run effective remote trainings and working sessions with both technical and non-technical users.
• Strong documentation habits and attention to detail – you leave behind clear records of what was configured, why, and how.
• Ability to work a schedule that overlaps at least 4–6 hours with U.S. business hours (e.g., PH late afternoon/evening).
• Reliable high‑speed internet connection and a professional, quiet workspace suitable for frequent video calls and screen‑sharing.

Requirements

• Experience working with customers in at least one of our core verticals: facilities/property management, manufacturing/industrial operations, healthcare field services, or hospitality/food & beverage. Bonus for more than one.
• Experience with maintenance, CMMS, or field operations software.
• Familiarity with Salesforce, Zendesk, Intercom, or Avoma.
• Experience in a startup or high-change environment where processes are still being defined.
• Familiarity with workflow tools, ticketing systems, or low/no-code configuration platforms.

Training, Onboarding, and Probation

We invest heavily in setting you up to succeed. Here's what your first 90 days look like:

• Weeks 1–4: Core Training - You'll go through a structured four-week training program combining self-paced learning with live sessions and regular group check-ins with your cohort. By the end, you'll have a strong foundation in Coast's platform, our customer base, and how we work.
• Weeks 5–12: Job Training - Training wheels come off gradually. You'll move into hands-on job training where you begin managing your own implementations under guidance — learning by doing with real customers and real stakes.
• 90-Day Probation Period - Your first 90 days serve as a mutual evaluation period. We want to make sure this is the right fit for you as much as for us, and we'll give you clear expectations, regular feedback, and the support you need to hit the ground running. Successful completion leads to a longer-term engagement with Coast.

What We Offer You

The Startup Experience: Shaping Our Growth:

• Joining Coast at this pivotal stage puts you at the heart of our company’s and product’s evolution. The workplace is energetic, creative and fast-moving, giving you the chance to help define processes and standards while collaborating directly with founders and teammates who value bold thinking and active input.
• We are a tight knit and very strong core team of ~40 people. We are a highly customer-focused, honest, skilled, direct, solution-oriented, creative, ambitious and fun crew.
• The market we are going after is massive and way underserved. Our customers love the product and use it for hours every day. What you will be building will directly impact their everyday life.

Contract Details

• Engagement type: Independent contractor based in Philippines or South America; taxes and statutory contributions are the responsibility of the contractor. No health benefits included.
• Payment currency and method: USD via bank transfer, paid monthly.
• Working hours: Standard working hours window or overlap expectations, as mentioned above.
• Work location: 100% remote.

Application

As part of your application, please record and share a 1-2 minute video introducing yourself (name and current role), explaining why you're interested in the role, and describing in your own words what Coast is and what problem it solves.