Implementation Specialist

Responsibilities

• Own Enterprise Onboarding & Delivery
• Lead post-sale onboarding for large, complex enterprise customers, from kickoff through initial steady-state usage
• Act as the customer's primary implementation owner, coordinating closely with the assigned CSM
• Build trust with senior customer stakeholders by demonstrating strong judgment, structure, and follow-through
• Scoping & Implementation Design
• Facilitate structured scoping sessions to understand customer objectives, priorities, workflows, and constraints
• Translate customer goals into clear implementation plans, including:
• Workspace structure and document scope
• Workflow design and prioritization
• Integration considerations with existing tools (e.g., Salesforce, Sharepoint and Google Drive)
• Create project plans around timelines, dependencies, and outcomes
• Workflow & Intelligence Setup
• Design and support customer-specific Intelligence workflows, intake mechanisms, and fact extraction use cases
• Ensure configurations align with customer operating models and long-term scalability
• Partner with internal teams (legal engineering, product, support) to deliver solutions that meet customer requirements
• Training & Enablement
• Deliver tailored training sessions for customer teams on:
• Intelligence workplace setup and usage
• Fact extraction and query workflows
• Best practices for scaling usage across teams
• Ensure customers feel confident operating independently while knowing when and how to engage Ivo for support
• Ongoing Implementation Support
• Manage implementation-related requests during onboarding in line with defined SLAs and complexity tiers
• Provide clear status updates, risk flags, and recommendations to both customers and internal stakeholders
• Identify patterns across implementations and contribute to process improvements, templates, and playbooks

Requirements

• 4-8+ years in implementation, professional services, onboarding, or customer delivery roles for complex B2B SaaS products
• Significant experience working with enterprise customers and navigating multi-stakeholder environments
• Strong ability to scope ambiguous problems, design structured solutions, and execute against them
• Technically fluent enough to discuss data models, integrations, workflows, and system constraints (without needing to be an engineer)
• Strong customer presence with demonstrated experience managing complex customer projects and software roll-ours
• Comfortable setting boundaries, managing expectations, and saying "no" when necessary
• Highly organized, with strong written and verbal communication skills
• Why This Role Matters
• Enterprise customers judge Ivo not just by product quality, but by how confidently and competently we onboard them. The Implementation Specialist is the person who turns a signed contract into a real, working system customers trust.
• This role sits at the center of customer experience, operational rigor, and long-term retention - and will be foundational as Ivo continues to scale upmarket.
• Why Join Ivo
• We are building a generational company. We are obsessed with delivering tasteful, amazing products. We are focused. We treat each other well. And we work hard and have high expectations of ourselves and each other.
• We can't overstate how much pain ALL organizations have around understanding what's in their contracts. There literally have been no viable solutions. Our engineers have solved this.
• We celebrate and reward high agency. This role will be instrumental both in winning our best and biggest deals, but also in creating awareness of Ivo and our solutions.
• Compensation and benefits:
• Competitive Compensation: The USD OTE range for this role is $140,000 - $170,000 (excluding equity). Final offer amounts are determined by multiple factor

Benefits

Additional Information

About Ivo Every civilization runs on the same infrastructure: agreements between people who don't fully trust each other. Sumerians pressed them into clay. Romans carved them into stone. We bury them in 80-page PDFs. The way those agreements are reviewed hasn't changed in four thousand years - a human reads the whole thing and tries not to miss anything. We're building the AI that finally changes that. Ivo is the contract intelligence platform of choice for companies like Uber, Meta, Canva, IBM, and Shopify. We recently raised our Series B and have grown 800% over the last 12 months. Role Overview You will be responsible for onboarding large, complex customers into Ivo's intelligence tool. This role owns the end-to-end implementation experience in close partnership with Customer Success Managers (CSMs), acting as the customer's primary guide through scoping, configuration, workflow design, and early value realization within Intelligence. This is not a sales or solutions consulting role. You will work closely with senior lawyers, legal operations, and technical stakeholders at enterprise customers to design and deliver onboarding plans that reflect real-world complexity, existing systems, and high expectations.

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