[Hiring] Implementation Specialist @Prospyr

Role Description

Prospyr is looking for an Implementation Specialist to help new customers successfully transition onto Prospyr and get their teams operational as quickly and confidently as possible. You’ll own the implementation process from post-sale handoff through go-live, coordinating configuration, data migration, workflows, training, and launch readiness. This role is highly project-oriented, managing multiple implementations simultaneously while working closely with customers and internal teams.

What You'll Own

• Implementation Project Management
  • Own customer implementations from Sales handoff through successful go-live.
  • Build and manage implementation plans, milestones, responsibilities, and timelines.
  • Coordinate customer and internal stakeholders throughout the project.
  • Identify risks, dependencies, and blockers early and drive them toward resolution.
  • Maintain clear communication around project status and next steps.
• Platform Configuration
  • Guide customers through configuration of their Prospyr environment.
  • Help customers translate existing operational workflows into Prospyr.
  • Coordinate setup across areas such as:
    • Providers and staff
    • Locations
    • Scheduling
    • Services and catalog
    • Forms and consents
    • Payments
    • Patient communications
    • Inventory
    • Memberships
    • Online booking
    • Integrations and other applicable features
  • Validate configuration prior to go-live.
• Data Migration & Integrations
  • Coordinate data migration requirements between customers and internal technical teams.
  • Help customers understand what data is required and how it should be prepared.
  • Track migration progress and validate readiness with the customer.
  • Coordinate third-party integrations and dependencies when applicable.
  • Escalate technical blockers with clear documentation and business impact.
• Training & Go-Live Readiness
  • Coordinate and deliver role-based customer training.
  • Ensure administrators, providers, front-desk teams, and other users understand the workflows relevant to their roles.
  • Develop a clear go-live readiness checklist for each implementation.
  • Identify knowledge gaps before launch and coordinate additional training where needed.
  • Provide additional support during the transition into live operations.
• Process Improvement
  • Identify recurring implementation friction and opportunities to improve Prospyr's onboarding process.
  • Help develop implementation templates, playbooks, checklists, documentation, and training resources.
  • Partner with Product and Engineering on recurring implementation blockers.
  • Help move repeatable onboarding activities toward scalable self-service experiences.

What Success Looks Like

• Customers launch on time with minimal disruption to their businesses.
• Implementation timelines and responsibilities are clear to customers and internal teams.
• Data migration and configuration issues are identified before go-live.
• Customers enter ongoing CX management with strong platform knowledge and clearly defined workflows.
• Time-to-value and time-to-go-live improve as implementation processes become more standardized.
• Fewer post-launch support issues originate from incomplete configuration or training.

Qualifications

• 2–4+ years of SaaS implementation, onboarding, project management, or customer success experience.
• Strong project-management and organizational skills.
• Ability to manage multiple customer implementations simultaneously.
• Comfortable learning complex software and becoming highly proficient in product configuration.
• Strong customer communication and training skills.
• Ability to troubleshoot problems and coordinate effectively with technical teams.
• Comfortable working in a fast-moving environment where processes continue to evolve.
• Healthcare, EMR, medical aesthetics, wellness, payments, or vertical SaaS experience is a plus.

Role Philosophy

Implementation owns the question: “What needs to happen to get this customer successfully live on Prospyr?” The Implementation Specialist drives that process from beginning to end, while creating a clean transition to the CXM who will own the customer's long-term success.