TrainingPeaks · 17 hours ago
Technical Implementation Specialist - MakeMusic
Louisville, Colorado, United States
Full-time
Onsite
Mid Level
3+ years expMakeMusic is a leader in music technology, dedicated to enhancing music creation and education. They are looking for a Technical Implementation Specialist who will design and execute implementation plans, ensuring customers have a seamless experience from sale to product adoption.
WellnessSoftwareAppsSportsFitness
Responsibilities
Partner with customer success to co-design and build the end-to-end digital journey—from the moment a sale closes through every renewal cycle
Receive new customer handoffs and manage "one-to-many" implementation motions, such as group setup webinars and automated email drip campaigns in partnership with the growth marketing team and education teams
Partner with teams to Co-Architect in-app guides and self-service configuration tools that empower customers to manage their own setup and account maintenance throughout their lifecycle
Standardize implementation playbooks, measuring success by reducing the average time-to-value (TTV) for new customers and increasing adoption rates of key features across the existing scaled customer base
Manage a high volume of simultaneous implementation projects, tracking progress within our CRM to ensure no customer—new or returning—is left behind
During the busy season, assist with account order processing to ensure new and renewing subscriptions are activated accurately and instantly
Anticipate bottlenecks in the high-volume queue and work with teams to build automated fixes that keep the implementation and renewal pipeline moving
Manage project timelines for multiple concurrent implementations, ensuring all milestones are met within the agreed-upon Scope of Work (SOW)
Gather and analyze data from across the scale segment to continuously improve the digital journey and enhance the user experience
Identify common friction points in the customer lifecycle and create "Scale Playbooks," user guides, and FAQs that drive self-sufficiency and retention
Maintain accurate customer records in HubSpot, ensuring that the technical health of an account is clearly documented for the Success team
Integrate and explore opportunities and use cases for AI within workflows, automations, and customer outreach
Routinely sync with cross-functional teams to ensure our automated onboarding and engagement motions reflect the latest feature enhancements
Work with Customer Support to identify common technical hurdles and solve them through better implementation documentation and automated guides
Partner with the teams to execute seasonal engagement missions designed to increase adoption and prepare accounts for a seamless renewal
Take direction from the Director, Sales to execute on large-scale campaigns and missions as necessary
Work cross functionally as needed to iterate on integrations of tools within our tech stack
Qualification
Required
3+ Years of experience in implementation, technical support, customer onboarding (or a combination of those), or equivalent experience. Preferably in the EdTech or SaaS space
Strong JavaScript (Node.js) skills for HubSpot custom-coded actions
Experience integrating REST APIs (authentication, error handling, data transformation)
Hands-on with HubSpot Operations Hub: custom code actions, programmable workflows, and data sync
Deep understanding of HubSpot's data model, API limits, and workflow architecture
SQL for reporting, data validation, and troubleshooting
Git for version control and collaborative development
Clients go live on time with scalable, reliable automation
Custom solutions are clearly documented and maintainable by client teams
Technical risks are identified early and resolved without escalation
Exceptional interpersonal skills with a proven ability to be patient, empathetic, and effective in 1:1 customer-facing situations
Experience with data analysis and critical thinking, with the ability to use technical insights to identify adoption and expansion opportunities
Strong ability to multitask under minimal supervision, especially during high-volume seasonal peaks (Back to School)
Ability to troubleshoot and resolve technical software issues via telephone, email, chats, webinars, etc
Demonstrated effectiveness in verbal and written technical communication
Strong organizational, project management, and time management skills
Preferred
Bachelor's degree, preferably in Music or Music Education
Prior experience in the music SaaS industry or as a musician and/or music educator
Experience using or supporting MakeMusic Cloud (formerly known as SmartMusic)
Experience with CRM platforms like HubSpot
Experience in education
Experience with music technology
Passion for music
Benefits
We offer comprehensive health benefits including medical, dental, and vision insurance; health savings and flexible spending accounts, paid parental leave; and an employee assistance program.
Additional coverage options including Accident & Critical Illness insurance as well as Hospital Indemnity are also available.
We offer several company paid options including Short Term Disability, Long Term Disability, as well as Basic Life Insurance and AD&D.
Additional coverage options including Employee-paid Supplemental Life Insurance for Employee, Spouse, and/or Child are also available.
We offer a 401(K) including a company match.
We observe 12 paid holidays annually and provide discretionary Flexible Time Off.
Employees also receive free access to our products, corporate discounts, and professional development resources.
Access to the Performance and Recovery Center (PARC), our on-site fitness facility, as well as employee only access to on-site locker rooms and showers.
Employee only access to secure, indoor bike storage and access to e-bikes exclusively to Peaksware employees.
Access to our onsite Music and Podcast Studio.
Company
TrainingPeaks
TrainingPeaks is a software company that helps to sync workout data in wearables and training devices.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Conor Mullervy
Partnerships Specialist
Tim Robinson
Manager, Key Accounts and Enterprise Coaching Partnerships
Recent News
Sports Business Journal
2024-04-08
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