Implementation & Onboarding Specialist

Job Title Implementation & Onboarding Specialist Reports To Director of Client Experience & State Programs FLSA Status Exempt About Us 120Water is a mission-driven SaaS company helping government agencies and utilities protect public health and give communities confidence in their water. Our platform unifies water data in one place, enabling customers to easily manage compliance and streamline everything from sampling to community communication and public transparency. We power critical initiatives like lead service line inventories, water quality and asset compliance, giving those responsible for water safety the tools they need to operate with clarity, precision, and speed. At 120Water, we believe water is one of the world’s most important resources—and the work we do directly impacts communities across the country. We’re building a team of people who care deeply about solving complex problems, collaborating across disciplines, and using technology to drive meaningful impact. A winning candidate will demonstrate 120Water core values: People First, Mission Guided, Outcome Driven. Position Summary The Implementation & Onboarding Specialist is responsible for the implementation and onboarding stages of the customer lifecycle. That includes new customers working with 120Water for the first time and existing customers who have purchased a new product or program. In cooperation with other customer-facing team members, this role will design and facilitate the portion of the customer journey from signed contract to “First Value”. The role is a combination of technical expertise in systems configuration for a variety of customer use cases, project management expertise across a wide range of customer engagements, and change management expertise to guide and coach desired new behaviors from customers. Our customers are typically not computer savvy tech administrators, so the right person for this role will be patient, personable, relatable, and skilled in describing software tools in simple language and real-world habits. Primary Responsibilities Implementation and Software Configuration Serve as the technical expert for system configuration, tailoring the 120Water platform to a variety of customer use cases and program requirements. Manage and execute all implementation tasks, including data import, system setup, user training, and final configuration sign-off. Ensure all technical aspects of the solution are configured accurately and align with the customer's contracted scope and desired outcomes. Ensure the organization of the customer’s data aligns with best practices across fields/values and customizations, documenting any unique data strategy decisions with client records. Customer Onboarding and Project Management Design and deliver a structured and consistent onboarding experience for new customers and existing customers purchasing new software or add-ons. Own the customer's journey from signed contract through successful product or service launch (“First Value”), serving as the primary point of contact during the implementation & onboarding phase, setting clear expectations and managing timelines. Communicate progress, risks, and challenges clearly to internal stakeholders. Ensure all data, material, or other resources that must be collected from the client have been secured and are available for future stages. Step into the customer relationship as a temporary guide, trainer, practice facilitator, and concierge, introducing customers to new ways of doing great work. Observe early customer behaviors in the product and through usage data to adjust the design of the onboarding experience for faster, more natural adoption. Collaboration, Documentation, & Continuous Improvement Cooperate with GTM team, Customer Success, Support, and Product Management to ensure a seamless and positive transition through the Internal Knowledge Transfer, Customer Kickoff Call, and completion of the onboarding experience. Document customer-specific use cases, configuration details, and lessons learned to inform future product development and service delivery improvements. Hand off fully onboarded and configured customers to the Account Manager and additional S&D team members, if applicable, after Implementation & Onboarding has been complete. Document onboarding and implementation processes, workflows, and best practices in playbooks and Asana project templates. Proactively identify and recommend improvements to the implementation methodology to increase adoption, effectiveness, efficiency, time-to-value, and customer satisfaction. Contribute to the creation and maintenance of internal knowledge base articles and customer-facing training materials. Performance Indicators Leading Indicators of Success Timely achievement of project milestones. Quality and completeness of system configuration and documentation. Proactive identification and mitigation of project risks. Lagging Indicators of Success Customer satisfaction (CSAT) scores related to the onboarding experience. Reduction in time-to-value (time from contract close to “First Value”). Adoption metrics like Weekly Active Users (WAU) per customer. Qualifications Minimum of 3 years of experience in software implementation, technical consulting, or customer onboarding role, preferably in a SaaS environment. Proven technical expertise in software system configuration, data handling, and troubleshooting. Personable, relatable, approachable, patient, and passionate about helping people. Proven ability to guide customers through change management and adopt new behaviors. Strong project management, communication, and presentation skills (both in-person and via web meeting tools like Zoom). Experience with project management tools like Asana or Monday.com are a plus. Ability to work cross-functionally and manage multiple implementation projects concurrently. Ability to support and maintain the organization's GovRAMP compliance posture, including security control implementation, evidence collection, and coordination with third-party assessment organizations (3PAOs) in alignment with GovRamp requirements. #J-18808-Ljbffr 120Water