Implementation Specialist

Location: Greater Chicago, IL Area - River North at Illinois and La Salle Work Arrangement: Hybrid – 3 Days In-Office Compensation: 75,000–90,000 OTE + Equity Reports To: Head of Customer Operations About Goose: Goose is a fast-growing technology company transforming the pet services industry through its next-generation operating system. Our software helps pet boarding, daycare, grooming, and training businesses simplify their daily operations, manage reservations, improve customer experiences, and drive business growth. From booking to back-office management, Goose provides an all-in-one solution designed to help pet service businesses operate more efficiently. With strong early product reception and growing market excitement, we're building a platform that is modernizing how pet service businesses operate. We're looking for motivated, customer-focused individuals who are excited to join a growing team, make a meaningful impact, and help shape the future of pet services technology. About the Opportunity: We are seeking a highly organized, detail-oriented, and customer-focused Implementation Specialist to join our Customer Operations team. In this role, you will be responsible for guiding new customers through the implementation and onboarding process, ensuring they have a smooth transition onto the Goose platform and are equipped to use our software successfully. You will serve as a primary point of contact throughout implementation, helping customers navigate onboarding, troubleshoot challenges, understand product functionality, and achieve a successful launch. This position is ideal for someone who enjoys working directly with customers, managing multiple projects, solving problems, and creating positive customer experiences. As part of a growing organization, you'll also have the opportunity to collaborate closely with leadership, contribute to process improvements, and play an important role in shaping the customer onboarding experience. Key Responsibilities: Customer Onboarding & Implementation Own and manage the end-to-end onboarding and implementation process for new customers. Guide customers through each stage of implementation, ensuring a smooth and timely transition onto the Goose platform. Establish clear implementation timelines, expectations, milestones, and deliverables. Ensure customers are properly set up, trained, and prepared to successfully use the platform. Customer Relationship Management Serve as the primary point of contact for customers throughout the implementation process. Build strong relationships with customers by providing consistent communication, guidance, and support. Proactively address customer questions, concerns, and challenges throughout onboarding. Deliver a positive implementation experience that establishes a foundation for long-term customer satisfaction and success. Project Management & Problem Solving Manage multiple customer implementations simultaneously while maintaining organization and attention to detail. Monitor implementation progress, identify potential roadblocks, and proactively develop solutions. Troubleshoot onboarding challenges and elevate technical or operational issues when necessary. Keep customers informed of progress, next steps, and any changes to implementation timelines. Cross-Functional Collaboration Partner closely with Sales, Product, and Customer Support teams to ensure seamless customer handoffs. Communicate customer feedback, implementation challenges, and opportunities for improvement to internal stakeholders. Collaborate with the Head of Customer Operations and other team members to continuously improve the onboarding experience. Training & Process Improvement Provide customers with the training, guidance, and resources needed to confidently use Goose's software. Help customers understand platform functionality, best practices, and available self‑service resources. Maintain accurate implementation documentation, customer records, and project updates. Identify opportunities to streamline onboarding workflows, improve internal processes, and enhance customer outcomes. What We're Looking For: Required Qualifications 1–3 years of professional experience in software implementation, customer onboarding, customer success, or a related customer-facing role. Strong organizational and project management skills, with the ability to manage multiple customers, priorities, and deadlines simultaneously. Excellent written and verbal communication skills, with the ability to explain processes clearly and build trust with customers. Experience using customer relationship management (CRM), customer support, or project management platforms such as Salesforce, HubSpot, Asana, Trello, or similar tools. Strong problem‑solving abilities and a proactive approach to identifying and resolving challenges. Ability to work effectively with cross‑functional teams and communicate with a variety of stakeholders. A customer‑first mindset and genuine commitment to delivering an exceptional customer experience. Preferred Qualifications Previous experience implementing or onboarding customers onto a SaaS or technology platform. Experience working with businesses in the pet services, hospitality, restaurant, fitness, or other service‑based industries. Familiarity with customer self‑service platforms, tools, or solutions. Experience working in a startup or fast‑growing technology environment. What Makes Someone Successful at Goose: Beyond professional experience, we're looking for someone who brings the right mindset and approach to their work. The ideal candidate is: Proactive and Self‑Motivated: Takes ownership of responsibilities, identifies what needs to be done, and follows through without constant direction. Customer‑Focused: Genuinely enjoys helping people, building relationships, and creating positive customer experiences. Highly Organized: Can confidently manage competing priorities, multiple implementations, and detailed project timelines. Solutions‑Oriented: Approaches challenges with curiosity, adaptability, and a willingness to find practical solutions. Collaborative: Enjoys working with others, values open communication, and contributes to shared team success. Adaptable: Thrives in a growing environment where processes evolve, priorities shift, and new opportunities emerge. Detail‑Oriented: Understands that a successful implementation depends on accuracy, follow‑through, and consistent communication. Goose offers a competitive compensation package and the opportunity to grow alongside an expanding technology company. Compensation: 75,000–90,000 OTE, depending on experience. Equity: Opportunity to participate in company equity. Health, Dental & Vision Insurance: Goose covers 85% of employee premiums and 60% of dependent premiums. Flexible Paid Time Off: Includes vacation, sick leave, personal days, and 6 company holidays. Professional Growth: Opportunities for career development, skill-building, and advancement. Collaborative Environment: Work closely with a motivated team and company leadership while contributing to the growth of an innovative software platform. Why Join Goose? At Goose, you'll have the opportunity to make a meaningful impact at a growing technology company that's transforming an underserved industry. As an Implementation Specialist, you'll play a key role in helping customers successfully adopt our platform, build strong relationships, and establish the foundation for long‑term success. If you're passionate about customer experience, enjoy solving problems, and want to grow your career in a collaborative, fast‑paced environment, we'd love to hear from you. #J-18808-Ljbffr Goose