Onboarding & Implementation Specialist

Conversive (SMS Magic) is looking for an Onboarding and Implementation Specialist to join our delivery team. This is a hands-on, customer-facing role responsible for managing end-to-end customer implementations, from requirement gathering and platform configuration through go-live and handover to Customer Success. You will work closely with customers, Business Analysts, Solution Architects, and Engineering teams to understand business requirements, configure solutions, deliver integrations, and ensure successful implementations.

Responsibilities:

• Manage end-to-end customer onboarding and implementation projects for US accounts.
• Conduct discovery calls and requirement-gathering sessions with customer stakeholders.
• Configure the Conversive platform, including messaging flows, templates, automations, and integrations.
• Implement Salesforce-native configurations, integrations, and customer use cases.
• Support POCs, demos, customer testing, UAT, and go-live activities.
• Manage go-live, hypercare, and post-implementation handover to Customer Success.
• Maintain project updates, timelines, blockers, and dependencies in Jira.
• Work with Business Analysts, Solution Architects, and Engineering teams on complex requirements.
• Translate customer business requirements into practical platform configurations and solutions.
• Create and maintain implementation documentation, configuration guides, and customer-specific setup documents.
• Build reusable implementation assets such as templates, runbooks, and standard configurations.

Requirements:

• 3-5 years of experience in SaaS implementation, customer onboarding, technical delivery, or solution implementation.
• Hands-on experience with Salesforce configuration; Salesforce Admin certification is preferred.
• Experience working directly with customers on requirements, demos, training, testing, and go-live.
• Strong ability to understand business requirements and translate them into technical/platform solutions.
• Good problem-solving and troubleshooting skills.
• Excellent written and verbal communication.
• Ability to manage multiple implementations simultaneously and prioritise effectively.
• Willingness to work according to US business hours.

Preferred Qualifications:

• Experience with SMS, WhatsApp, Voice, conversational AI, or chatbot platforms.
• Knowledge of REST APIs, integrations, middleware, and third-party systems.
• Salesforce Advanced Admin or Platform App Builder certification.
• Experience working with customers in the US market.
• Exposure to AI/agentic platforms or voice AI implementations.
• Experience with Jira or similar project management tools.

What You'll Drive:

• Successful and timely customer go-lives across the US.
• High-quality customer onboarding and implementation experience.
• Standardised implementation processes and reusable assets.
• Strong customer relationships and high CSAT throughout onboarding.
• Smooth transition from implementation to Customer Success.

Ideal Candidate:

• We are looking for someone who combines technical implementation skills with strong customer-facing ability.
• You should be comfortable speaking with customers, understanding their business problems, configuring technology, coordinating with internal teams, and taking ownership until the solution goes live.