Optery is looking for a results-driven Implementation Consultant to join our Customer Success team! Reporting to the Director of Customer Success, you will own the onboarding process for Optery for Business customers. As our first hire dedicated to onboarding, you will have the unique opportunity to shape how our business customers experience this critical phase of their journey.
Your primary Key Performance Indicator (KPI) is: Customer Onboarding & Implementation - Time to Value
What You'll Do
- Serve as the primary point of contact for customers during the onboarding phase, ensuring a seamless start to their journey.
- Create and maintain onboarding resources, such as guides, checklists, project plans and knowledge base articles.
- Collaborate with sales, product, and technical teams to gather customer requirements and define success criteria for implementation.
- Develop and execute project plans to guide customers through setup, configuration, and deployment processes.
- Conduct onboarding sessions, including walkthroughs, training, and best practices tailored to customer needs.
- Provide hands-on support to troubleshoot and resolve challenges encountered during implementation, including technical implementations of the Optery for Business API
- Regularly communicate progress, updates, and milestones to customers and internal stakeholders.
- Document customer workflows and provide feedback to product and engineering teams to improve the onboarding experience.
- Ensure customers achieve key milestones within agreed timelines, fostering a smooth transition to post-implementation support.
Why this role matters
Onboarding is the most critical part of the customer journey. Your work will support KPIs such as Net Dollar Retention and Net Promoter Score, directly impacting Optery's success and growth.
You’ll also collaborate with the Director of Customer Success to support customer business reviews and account expansion opportunities as needed.
Requirements
- Bachelor's degree
- At least 3+ years of experience in a role implementing software solutions or in technology consulting roles. E.g. Implementation Consultant, Solutions Consultant etc.
- Ability to switch gears quickly and adapt to change effectively
- Willingness to be a hands-on contributor. Excellent communication skills, including issue tracking, triaging, and crisis management
- Ability to manage multiple projects simultaneously and operate in a fast-paced, high-velocity environment
- Ability to establish rapport and credibility with other leaders across the company and influence people in various areas and levels of the organization
- Critical thinking skills to help with analysis of business, market, and competitive trends.
- Some travel may be required
- Highly organized - you’re driven to be efficient and effective. You make managing multiple tasks with tight timelines look like a cakewalk.
- Collaborative and independent - you thrive while working with others but can also buckle down and get things done without a lot of oversight
- Hands on experience with RESTful APIs is a huge plus
- Experience in cyber security or data privacy solutions is a plus
Location
While Optery is a fully-remote global team, this is a U.S.-based position and you will be required to work regular U.S. business hours, i.e. in the U.S. Eastern, Central, Mountain, and/or Pacific time zones.
Compensation + Benefits
- $100K - $120K Base + on target bonus
- Competitive equity
- Great health, dental, and vision insurance
- 401k program with employer match
- Paid time off policy
- Stipend for home office setup
Equal Opportunity
Optery values diversity and is an equal opportunity employer. Optery does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
If you're ready to make an impact and shape the future of customer success at a startup, we’d love to hear from you!
Optery
