About the Role

As a Technical Customer Success & Implementation Specialist, you will help lead client implementations and drive successful adoption of ProjectMark. This is a client-facing role that combines customer success, project management, product knowledge, and technical operations.

You will work closely with our clients to understand their needs, translate them into practical solutions, and keep each implementation moving from kickoff through launch and adoption. This includes managing project plans, coordinating stakeholders, configuring workflows and analytics, preparing data, and making sure nothing falls through the cracks.

You will become a ProjectMark product expert who can build workflows and reports, troubleshoot issues, and communicate clearly with clients and our internal teams.

Most importantly, we are looking for someone who makes things happen. You should be comfortable moving between client meetings, project plans, data, and technical workflows, often within the same day.

Key Responsibilities

• Support and lead implementations from kickoff and discovery through configuration, training, launch, and adoption
• Serve as a main point of contact for clients, maintaining clear communication throughout the implementation
• Build and manage project plans, timelines, milestones, dependencies, and action items
• Coordinate internal and client stakeholders to keep projects moving and deadlines on track
• Understand each client’s needs and processes and translate them into effective ProjectMark configurations
• Configure workflows, analytics, reports, dashboards, permissions, and other parts of the platform
• Build automated workflows using AI and low-code or no-code tools
• Review, clean, organize, and validate client data for onboarding and migration
• Troubleshoot workflow and configuration issues, involving Product or Engineering when necessary
• Prepare and deliver client training, documentation, SOPs, and playbooks
• Identify risks and blockers early and take ownership of resolving them
• Share client feedback and technical needs clearly with Customer Success, Product, and Engineering
• Help improve the processes and templates we use to scale implementations

What We’re Looking For

• Project Management & Drive: You can turn an unclear goal into a practical plan, create ownership, and drive the work through completion.
• Client Communication: You are comfortable leading meetings, presenting solutions, managing expectations, and building strong relationships.
• Technical & Product Fluency: You learn software quickly and are comfortable configuring platforms, working with data, building workflows, and investigating issues.
• AI-First Mindset: You naturally use AI to work faster, solve problems, create documentation, and automate repetitive tasks.
• Versatility: You enjoy wearing different hats and moving between customer success, implementation, project management, and product operations.
• Proactive Problem-Solving: You do not stop after identifying a problem—you take ownership of finding a solution.
• Adaptability: You are comfortable with changing priorities and the pace of a growing startup.

Preferred Qualifications

• Three to five years of experience in SaaS implementation, customer success, technical project management, product operations, or a similar client-facing role
• Experience managing software implementations or other multi-stakeholder projects
• Experience configuring CRM, workflow automation, analytics, reporting, or low-code/no-code platforms
• Good understanding of data quality, spreadsheets, data structures, and migration processes
• Ability to investigate technical workflow issues; experience with APIs, scripting, or code-assisted tools is a plus
• Experience creating client training materials, onboarding documentation, SOPs, or playbooks
• Experience in UX design or UX research is a plus, especially when combined with a client-facing, product, or project management background
• Excellent spoken and written English, as you will work directly with clients and colleagues across North America
• Comfortable working independently in a distributed, fast-moving startup environment
• Construction, AEC, CRM, or business development technology experience is a plus

Please send a short video about you, your background and why you think you're a fit for this role!