Fleetworthy - Implementation Specialist
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Requirements
• Associate's or Bachelor's degree in Business, Management, Communications, or a related field, or equivalent professional experience. • 1+ years of experience in customer onboarding, implementation, customer service, project management, customer success, or a related customer-facing role. • Proven ability to manage multiple projects and stakeholders simultaneously. • Strong presentation, facilitation, and relationship-building skills. • Experience leading customer meetings, training sessions, and project communications. • Proficiency with CRM platforms, project management tools, Microsoft Office, and Excel. • Exceptional organization, attention to detail, and time management skills. • Strong analytical thinking and problem-solving abilities. • Self-motivated with a growth mindset and passion for delivering outstanding customer experiences. • What Success Looks Like • Customers launch on time and are aligned on success criteria from day one. • Stakeholders are trained, engaged, and confident using Fleetworthy solutions. • Services are activated smoothly with minimal customer effort. • Customers achieve measurable value quickly and are set up for long-term success. • Cross-functional teams are aligned, informed, and working together to deliver exceptional outcomes. • Customers view Fleetworthy as a trusted partner that helps make their operations safer, more efficient, and more productive.
Responsibilities
• Lead Customer Onboarding and Time-to-Value • Own the implementation process from customer kickoff through successful launch and service activation. • Partner with customers to understand business objectives, operational workflows, stakeholder expectations, and desired outcomes. • Establish implementation plans, success criteria, timelines, milestones, and governance structures that keep projects on track. • Conduct stakeholder interviews and discovery sessions to ensure solutions are configured to support customer goals. • Drive timely launches that accelerate customer adoption and value realization. • Deliver a Best-in-Class Customer Experience • Serve as the primary implementation advisor and trusted partner throughout onboarding. • Build strong relationships with customer stakeholders and become a credible expert on Fleetworthy solutions. • Facilitate customer kickoff meetings, weekly status meetings, and executive-level communications. • Provide personalized training that equips customers to confidently use Fleetworthy's platforms and services. • Proactively identify risks, remove obstacles, and resolve issues before they impact the customer experience. • Coordinate Cross-Functional Success • Partner closely with Sales, Customer Success Managers, Operations teams, and subject matter experts to ensure a seamless customer journey. • Translate customer goals and purchased services into actionable implementation plans. • Coordinate with third-party providers, agencies, and vendors to establish required integrations, access, and service readiness. • Ensure successful handoffs and alignment across teams throughout onboarding and post-launch support. • Drive Adoption and Customer Outcomes • Align customers on measurable success criteria and key performance indicators from the start of implementation. • Guide customers through solution activation, adoption, and early value realization. • Support post-launch engagement and optimization activities to ensure customers achieve their desired outcomes. • Help identify opportunities to expand value through additional Fleetworthy solutions and services. • Improve Processes and Scale Excellence • Contribute to the continuous improvement of implementation methodologies, playbooks, and onboarding best practices. • Help standardize processes that improve quality, efficiency, and consistency across customer implementations. • Maintain accurate project documentation, implementation records, and progress tracking. • Provide feedback on project timelines, resource requirements, and process enhancements.
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