Specialist, Customer Success

Implementation & Onboarding Specialist

Department: Customer Services – Implementation & Onboarding (I&O)

Reports To: I&O Manager

Role Summary

The I&O Specialist is an individual contributor responsible for managing, executing, and completing post-sale implementation and onboarding activities for digital courseware and assessment products purchased by customers.

The Specialist serves as the primary operational executor for CRM-submitted requests from internal teams—primarily Sales—and ensures timely, accurate, and consistent delivery across both service lines.

Responsibilities are post-sale and focused on execution of implementation and onboarding tasks, including:

• Platform configuration and operational setup

• Admin user enablement through structured onboarding delivery

• Implementation & training resource development (sop-aligned)

• Cross-functional coordination

• Documentation & Reporting

The I&O Specialist is directly accountable for fulfilling approved implementation and onboarding delivery requests and escalating scope deviations when required.

Key Responsibilities

1. Platform configuration and operational setup

Manage and process CRM tickets related to:

• Implementation

o Platform account setup

o Institutional configuration (org structures, roles, permissions)

o User account creation and enrollment management

o Access code/license generation and activation

• Onboarding

o Delivery of structured live admin training sessions (courseware and assessment platforms)

o Enablement of institutional administrators to manage users, enrollments, reporting, and session workflows

o Provision and walkthrough of standardized training materials

Ensure execution aligns with confirmed commercial scope and internal Standard Operating Procedures (SOPs).

2. Admin user enablement through structured onboarding delivery

• Deliver structured onboarding sessions for courseware platforms, including:

o Platform navigation

o User and enrollment management

o Reporting tools

o Governance and operational best practices

o Basic troubleshooting workflows

• Deliver structured onboarding sessions for assessment platforms, including:

o Test session setup

o Proctor and admin roles

o Candidate management

o Scheduling workflows

o Reporting and compliance requirements

o Operational readiness checks

• Ensure sessions are standardized, documented, and aligned to internal SOPs and approved materials.

• Maintain session quality, clarity, and consistency.

   

3. Implementation & Training Resource Development (SOP-Aligned)

• Execute implementation and onboarding activities in accordance with company-defined SOPs, manuals, and operational guidelines.

• Develop, standardize, and maintain reusable onboarding resources, including:

o Admin training decks

o User manuals and guides

o Recorded sessions

o FAQs

o Operational checklists

• Maintain centralized access to materials (support site, shared drives, or equivalent).

• Ensure version control and alignment with current product functionality, updating documentation when product changes impact administrator workflows.

   

4. Cross-Functional Coordination

• Serve as the primary point of execution for implementation and onboarding requests submitted by Sales.

• Coordinate with internal teams (e.g., Tech, Product, Support, Sales) when tasks require multi-team collaboration.

• Provide status updates and clarifications to requestors as needed.

• Escalate blockers, constraints, and product gaps to the I&O Manager with proposed solution options.

5. Documentation & Reporting

• Maintain accurate records of task completion within CRM and tracking systems.

• Track delivery milestones and ensure visibility via timely status updates.

• Identify recurring friction patterns and propose process improvements.

The scope of work includes generating, updating, and managing access credentials and licenses aligned to confirmed purchases, including creating, updating, deactivating, and reviewing access codes. It also includes configuring institutional user accounts, creating admin and instructor accounts, managing enrollments, activating products, and validating readiness. In addition, the role