About this role

Partner with clients to understand their business objectives, technical requirements, and desired outcomes.
Work alongside account management, sales and tech support teams to ensure the client’s needs are serviced in the best way possible.
Develop and execute implementation plans tailored to each client's needs, ensuring successful platform adoption.
Configure and customize PlexTrac in alignment with client requirements and industry best practices.
Deliver product training and supporting documentation to empower clients to effectively use and manage the platform.
Manage implementation timelines, milestones, and deliverables using project management tools such as Salesforce to ensure projects remain on schedule.
Serve as the primary technical point of contact throughout implementation, providing proactive communication, regular status updates, and guidance to both clients and internal stakeholders.
Troubleshoot and resolve implementation-related issues within scope, escalating complex technical challenges or out-of-scope requests to the appropriate teams as needed.
Collaborate cross-functionally with Product, Engineering, Customer Success, and other internal teams to communicate client feedback, support continuous product improvement, and drive successful implementation outcomes.
Identify project risks, dependencies, and potential roadblocks early, developing mitigation strategies to keep implementations on track and minimize customer impact.

2-4 years of experience in implementation, onboarding, professional services, or technical account management at a Security or Cyber SaaS company
Proven ability to manage multiple client projects at once, each with its own timeline and requirements
Strong verbal and written communication skills, with the ability to explain technical topics to non-technical audiences
Experience using project management or CRM tools such as Salesforce, Jira, or similar platforms
Working knowledge of APIs, web applications, and how software integrates with client systems
Working with AI and Agents
Comfort leading client-facing calls and presentations
Strong organizational skills and attention to detail under deadline pressure

Implementation Specialist

Key skills