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Userpilot · 3 weeks ago

Implementation Specialist

Austin, Texas, United States

Full-time

Hybrid

Mid Level

Userpilot is a leading product engagement and analytics platform used by 1,000+ companies worldwide. The Implementation Specialist role focuses on ensuring successful customer implementations, guiding customers through onboarding, and collaborating internally to improve processes and outcomes.

Enterprise SoftwareProduct DesignProduct ManagementSaaSUX Design

Responsibilities

Lead customer implementations from kickoff through go-live, ensuring Userpilot is configured in a way that supports each customer’s product structure, data model, and long-term goals

Develop clear implementation plans aligned to customer objectives (activation, adoption, expansion, retention), not just feature setup

Advise customers on best practices around event tracking, user/company identification, segmentation, and in-app experiences

Help customers translate business goals into actionable Userpilot use cases and measurable outcomes

Serve as the primary point of contact during implementation, confidently answering product, technical, and strategic questions

Troubleshoot implementation challenges related to tracking, SDK behavior, data structure, or configuration, and escalate complex issues to Support or Engineering when needed

Partner with Sales on technical discovery and proof-of-concept calls for more complex prospects

Educate customers on how to use Userpilot effectively, focusing on how and why, not just where to click

Enable customers to be self-sufficient by teaching best practices rather than building everything for them

Share customer insights, friction points, and feedback with Product and Engineering to help shape roadmap decisions

Document implementation patterns, edge cases, and best practices to improve consistency and scalability

Take ownership of internal projects that improve onboarding quality, efficiency, or customer outcomes as we scale

Qualification

SaaS implementationProblem-solvingCommunication skillsTechnical aptitudeProduct analyticsJavaScript SDKsCustomer-facing roleData analyticsEvent tracking

Required

Experience in SaaS implementation, onboarding, solutions consulting, or a similar customer-facing role

Strong problem-solving skills and comfort working through ambiguity and edge cases

Ability to manage multiple implementations simultaneously while maintaining a high bar for quality

Excellent communication skills — you can explain complex concepts clearly to both technical and non-technical audiences

Technical aptitude and curiosity (you don't need to be an engineer, but you should be comfortable discussing web dev concepts, data analytics, and product behavior)