Implementation Specialist

Implementation Specialist

Prove is looking for talented professionals to join our team. We are a company driving the future of digital identity and are seeking self-starting individuals who thrive in a fast-paced environment, process information quickly, and make intelligent decisions. Natural curiosity, tenacity, and teamwork are highly valued.

Position Summary

As an Implementation Specialist, you will leverage your technical background to support customers through the implementation phase. Your responsibilities include configuring clients on Prove’s platform, ensuring smooth setup and communication, and providing technical assistance to Integration Engineers. You will collaborate closely with Implementation Project Management, Technical Account Management, and Customer Success teams for both staging and production environments. The ideal candidate has experience troubleshooting technical integration issues using ticketing systems, generating test data, and creating test cases for customer testing. You will also manage customer access to staging and production environments, enjoying technical configuration, problem-solving, and customer delight. Continuous improvement of implementation and integration tools and processes is also a key aspect of this role.

What You Are Responsible For

• Collaborate with Implementation Project Management, Onboarding Managers, Integration Engineers, and Sales Engineering teams to configure new clients on our SaaS platform.
• Own ongoing configuration updates and manage Product releases.
• Proactively engage internal teams to resolve ambiguous configurations or conflicting instructions.
• Issue partner credentials securely and promptly for all environments.
• Configure test data and test cases via our administrative system for client onboarding during development.
• Respond to internal and external client tickets adhering to contractual SLAs.
• Provide excellent written and verbal communication with internal and external clients.
• Clearly document client configurations, ensuring alignment between customer setup and documentation.
• Become a subject matter expert on platform capabilities, options, and best practices.
• Document internal processes for the team knowledge base.
• Act as the primary point of contact for internal questions regarding client configurations.
• Aid in identifying and resolving client challenges during implementation due to configuration.
• Support Integration Engineers with troubleshooting workload as availability allows.
• Demonstrate a strong passion for learning about our products and markets.

What We Require

• Technical background with 1-3 years of client-facing support via ticketing or face-to-face interactions.
• 1-3 years of experience with Splunk or equivalent.
• 3+ years of experience with SaaS APIs, HTTP/S, JSON, XML, & Postman.
• Ability to explain technical concepts to non-technical audiences.
• Excellent attention to detail and organizational skills.
• Strong analytical and problem-solving skills.
• Ability to handle multiple tasks simultaneously, organize, prioritize, make decisions, and work efficiently under deadlines.
• Proficient in learning and understanding software applications quickly.
• Experience with Salesforce or similar ticketing system required.
• Excellent verbal and written communication skills.
• Passionate about customer service and best-in-class onboarding experience.
• Experience at a SaaS company required; experience in the Identity/Fraud space is a plus!

Compensation and Benefits

The anticipated salary range for this role is $90,000 - $105,000 annually, plus a company bonus. Salary will be determined by education, experience, skills, geographic location, and internal equity. Benefits include a competitive salary, bonus plan, equity plan, modern health services, 401(k) with match, unlimited vacation, flexible hours, comprehensive medical benefits, wellness services, and stipends for lunch. Prove fosters a great work environment. Prove is an equal opportunity employer committed to diversity and inclusion. We encourage individuals whose experience doesn't perfectly align with every qualification to apply. Key skills/competency:

• Implementation Specialist
• Technical Support
• SaaS Configuration
• API Integration
• Customer Support
• Troubleshooting
• Ticketing Systems
• Splunk
• Salesforce
• Client Onboarding