doxel - Implementation Operations Specialist
Requirements
• 2+ years in software operations, implementation support, project coordination , or a similar multi-stakeholder coordination role • Comfortable holding many threads at once — you can coordinate several workstreams that each depend on other people without losing track of any • Process and structure-driven, with a real method for tracking dependencies and making sure nothing slips • Meticulously organized with excellent written communication skills • Coachable and self-aware — you take direction well, learn why the system works, and bring your own perspective once you have the context • Proactive and self-motivated, you’re a beacon of positivity and enthusiasm • High aptitude and willingness to continually learn new technologies • Adaptable to ever-evolving processes, with strong personal initiative to execute • Comfortable supporting US and EMEA times • Travel to our mandatory quarterly business reviews (QBRs) 4X per year and additional travel as needed • A background or exposure to commercial construction, engineering, and/or design is a big plus • Experience supporting SaaS implementations or customer onboarding • Familiarity with project coordination, CRM, or customer success tooling • Experience with Planhat or other similar CSPs
Responsibilities
• Own the requirements for each onboarding in your portfolio — know what “done” looks like and track every open item against it • Coordinate across the internal teams who supply pieces of each implementation, holding them accountable for deliverables on time • Request, arrange, validate, and prepare onboarding files to ensure timely, accurate delivery • Track status across multiple concurrent onboardings and surface what’s outstanding, stuck, or at risk before it becomes a problem • Flag risks early to your manager with the context needed to act — and propose a path forward, not just the problem • Liaise between department stakeholders to keep everyone aligned on project status • Support customer-facing communication on assigned accounts, growing into direct ownership as you build trust and judgment • Communicate clearly and concisely in writing — email and async updates are the primary way work gets done • Spot friction in how onboardings run and bring observations forward to help improve the process • ## What Success Looks Like • Earn increasing ownership of customer-facing accounts as you demonstrate judgment and reliability in driving onboardings to completion • Spot friction in how onboardings run and bring recommendations forward to improve the process for the organization • Manage multiple concurrent onboardings and customer projects
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