Implementation Specialist II

Implementation Specialist II

Hawthorn River, a Computer Services Inc. (CSI) company, is looking for an experienced and customer-focused Implementation Specialist II to help financial institutions successfully adopt and launch Hawthorn River's loan origination software. In this role, you will serve as a trusted partner to customers throughout the full implementation lifecycle—from initial discovery and data gathering through system configuration, testing, training, go-live support, and post-launch stabilization.

This position is ideal for someone who enjoys managing complex projects, building strong client relationships, solving business and technical challenges, and helping customers translate operational needs into effective software solutions. The Implementation Specialist II will lead and coordinate Loan Origination Software implementation projects while ensuring each engagement remains aligned with customer expectations, project timelines, and the broader goals of Hawthorn River and CSI.

Responsibilities:

• Lead implementation projects from kickoff through go-live, including planning, coordination, execution, and completion of key project milestones.
• Partner with financial institution customers to gather requirements, understand operational workflows, and confirm configuration needs for the loan origination platform.
• Define project scope, goals, deliverables, tasks, timelines, and required resources in collaboration with internal teams and customer stakeholders.
• Create and maintain project schedules, implementation timelines, task lists, and status updates to keep projects organized and on track.
• Coordinate and facilitate data gathering sessions, configuration discussions, testing reviews, training sessions, and go-live preparation meetings.
• Lead customer testing and review sessions, helping clients validate system functionality, identify issues, and prepare for successful adoption.
• Deliver customer training and provide hands-on support throughout implementation, go-live, and early post-launch activity.
• Manage communication across internal teams, customers, vendors, and other project stakeholders to ensure alignment, transparency, and timely issue resolution.
• Monitor project progress, identify risks or blockers, escalate concerns when appropriate, and present clear updates on progress, issues, and resolutions.
• Stay current on product enhancements, new functionality, and loan origination best practices to better support customers and improve implementation outcomes.

Requirements:

• 3+ years of experience as a project manager, implementation specialist, client success professional, or similar role within the fintech, banking, financial services, or software implementation space.
• Experience with loan origination processes, lending workflows, or financial institution operations, including familiarity with the loan lifecycle from application through closing and funding.
• Experience implementing SaaS, banking technology, lending platforms, core-adjacent systems, or other customer-facing financial software solutions.
• Strong ability to manage multiple moving pieces, prioritize work, meet deadlines, and keep stakeholders informed throughout the project lifecycle.
• Excellent communication skills, with the ability to explain project expectations, system functionality, timelines, risks, and next steps to both internal teams and external customers.
• Comfortable leading remote meetings, customer presentations, training sessions, and collaborative working sessions with clients and vendors.
• Strong problem-solving skills and the ability to work through ambiguity, troubleshoot issues, and help customers navigate change during implementation.
• A customer-first mindset with a professional, consultative approach to building trust and guiding clients toward successful outcomes.