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Implementation Specialist (SaaS)

EAB is a best practices firm that uses research, technology, and consulting to address challenges within the education industry. EAB is headquartered in Washington, DC, with satellite offices in Richmond, VA, Birmingham, AL, and Minneapolis, MN.


Mid Level

Cleveland, OH, USA

Not defined

13 May → 12 Jun


Job Description

We are seeking an energetic and motivated individual to lead new customers through onboarding and implementation of their first Wisr site.

Acquired by EAB in early 2021, Wisr was founded in 2016 to bridge the growing rift between college education and successful job placement. Since then, Wisr has grown to support the full student lifecycle at higher education institutions across the US. Leveraging over thirty years of collective experience in higher education technology, the Wisr team built a tool that connects all of an institution's stakeholders to put each student at the center of a web of mentors, academic advisors, and personalized support.

This role is in Cleveland, OH (or remote within the US for the right candidate). Please note that this role is also posted as an "Implementation & Training Manager."

Job Responsibilities

  • Work with closely with new Wisr customers to implement their new Wisr site, including configuration, data workflow, training new users, go-live support, and best practices optimization
  • Manage the technical and project portions of onboarding new customers
  • Understand customer use cases and provide guidance on how Wisr can be leveraged to meet and exceed these goals.
  • Operate cross-functionally throughout the organization, communicating customer needs and project objectives to multiple parties to ensure a successful implementation.
  • Serve as a Wisr implementation subject matter expert.
  • Product features, capabilities
  • Best practices in design
  • Work closely with Customer Success Managers during onboarding and culminating in a successful handoff when the implementation has been completed. Included but not limited to creating handoff documents and logging customer feedback
  • Create and maintain project plans and other documentation to assist customers with onboarding.
  • Manage customer expectations by building relationships, communicating project status, preparing reports, and facilitating regular meetings
  • Fully understand the features of Wisr’s entire suite of products.
  • Support customers and end users to ensure they are fully adopting and integrating Wisr products into their institutions during the implementation process
  • Up to 20% travel when safe travel resumes


  • Bachelor’s Degree
  • 3+ years relevant work experience in customer-facing roles for SaaS; experience in higher education a plus
  • Strong and polished communication skills, including writing, the ability to present trainings, and comfort in leading client meetings
  • Self-motivation, proactive team play with remote experience preferred
  • Technical aptitude with SaaS and office suite products; experience with Totango (customer success platform) and support ticketing systems preferred
  • Ability to manage multiple tasks and projects at once

What We offer

  • Consistent with our belief that our employees are our most valuable resource, EAB offers a competitive and inclusive benefits package.
  • Medical, dental, and vision insurance; dependents and domestic partners eligible
  • Medical, dental, and vision insurance; dependents and domestic partners eligible
  • 20+ days of PTO annually, in addition to paid firm holidays
  • Daytime leave policy for community service or fitness activities (up to 10 hours a month each)
  • Paid parental leave for birthing and non-birthing parents
  • Phase Back to Work program for employees returning from parental leave
  • Infertility treatment coverage and adoption or surrogacy assistance
  • Wellness programs including gym discounts and incentives to promote healthy living
  • Dynamic growth opportunities with merit-based promotion philosophy
  • Benefits kick in day one, see the full details here.

How To Apply

Apply through Leftronic.