Implementation Specialist

About the Role

The Lattice Implementation Specialist is at the core of a successful Lattice journey. We partner with new and existing customers to ensure they successfully launch the products within their Lattice platform. 

You collaborate with Account Executives and Customer-facing peers (Customer Account Management, Customer Care, Programs) to maximize revenue retention and growth by delivering a premium customer experience. You enjoy working in a team-based environment that collectively owns customer health, sentiment, and retention. You take pride in owning the outcome of your work with clear eyes, embracing challenges with a growth mindset, and contributing to a culture of solution-oriented feedback. 

Note: This role is required to work Pacific time hours, Monday - Friday.

What You Will Do

Your primary responsibilities will include initial onboarding and partnering with our Customer Account Management team to re-implement Lattice solutions that have not seen increased adoption since initial launch. Your customer work can vary in timelines and scope based on customer employee count, customer ARR spend, and solution complexity.  

• New Customer Onboarding & Implementation: Manage the successful implementation and onboarding of phase 1 Lattice solutions. You take a consultative yet prescriptive approach to informing initial launch timelines and project plans. You seek to drive as much meaningful value with Lattice as quickly as possible to maximize likelihood for continued engagement. 
• Customer Launch Timelines: You will partner with customers alongside your Customer Account Manager peers to document estimated timelines for launching all of their licensed solutions.
• Subsequent Launches: You will manage the successful launches of licensed products that aren’t rolled out in the initial few months of the contract. This timeline will vary across customers (based on time of year, customer industry, contract length, company size). 
• Account Planning: Contribute to account planning activities for customers who might need re-implementation partnership alongside the Customer Account Manager. 
• Product Direction: Document product enhancements or pains gathered during customer interactions to contribute to a customer-informed product roadmap. 
• The role offers cross-functional exposure across our business, and will provide you with great exposure to the different areas you may want to develop your career in.

What You Will Bring to the Table

We encourage you to apply, even if you don’t meet all of the criteria we’ve listed here. 

• Bachelor's degree preferred, not required.
• 2+ years of progressive, professional experience in a customer-facing customer support, customer onboarding or customer success role responsible for product launches.
• Innate curiosity and desire to understand a customer’s desired outcomes with their licensed platform.
• Demonstrated aptitude for learning a variety of products and solutions.
• Ability to articulate complex concepts to non-technical stakeholders.
• Strong listening and problem-solving skills.
• You have a strong ability to quickly develop rapport with new people and maintain trust through friendly, proactive, and responsive communication.
• You have effective time management and task prioritization.
• You have the ability and interest to work autonomously with a strong sense of ownership and accountability.
• Preference for prior experience in HR technology working with People Ops and HR teams.
• Strong understanding of B2B SaaS products and services. 

The estimated annual cash salary for this role is $91,000 - $113,500. This position is also eligible for incentive stock options, subject to the terms of Lattice’s applicable plans.

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: Medical insurance; Dental insurance; Vision insurance; Life, AD&D, and Disability Insurance; Emergency Weather Support; Wellness Apps; Paid Parental Leave, Paid Time off inclusive of holidays and sick time; Commuter & Parking Accounts; Lunches in the Office; Internet and Phone Stipend; One time WFH Office Set-Up Stipend; 401(k) retirement plan; Financial Planning; Learning & Development Budget; Sabbatical Program; and Invest in Your People Fund

*Note on Pay Transparency:

Lattice provides an estimate of the compensation for roles that may be hired as required by state regulations. Compensation may vary based on (a) location, as Lattice factors in specific location when benchmarking compensation for most roles; (b) individual candidate skills and qualifications; and (c) individual candidate experience.

Additionally, Lattice leverages current market data to determine compensation, so posted compensation figures are subject to change as new market data becomes available. The salary, other compensation, and benefits information is accurate as of the date of this posting. Lattice reserves the right to modify this information at any time, subject to applicable law.

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