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Implementation Specialist

Boston, Massachusetts, United States

Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies through acquisition and long-term tactical and financial guidance. We’re experienced operators and subject-matter experts with a passion for software and building businesses. We partner with founders to help them scale their businesses and realize their companies’ full potential.

We look for businesses with strong leadership and high potential for profitable growth, and work together to increase year-over-year revenue, company efficiency, and impact. Cordance envisions that all companies we work with achieve their full potential. We embrace what makes each company great and build on those foundations. We believe in elevating a company as it scales, delivering dignity to the organization and its employees, and sharing a passion for building a legacy.

 

Cordance is seeking an Implementation Specialist for Spiro. At Spiro, they know traditional CRMs slow sales teams down and built their AI-powered platform to fix that. Spiro proactively guides reps, automates data entry, and helps teams close more deals with less administrative pain. If you’ve ever hated filling out a CRM, you’ll love helping others escape it.

This is hybrid (3 days) in Boston; all candidates must be based Boston

 

As an Implementation Specialist, you’ll be the bridge between our customers and our technology teams  ensuring that each customer’s onboarding and system integration experience is seamless, strategic, and aligned with their business goals. 

You’ll manage the end-to-end implementation process for new and expanding customers across Cordance’s portfolio companies, working closely with product, support, and success teams to ensure successful launches with measurable outcomes. 

This is a hands-on role ideal for someone who enjoys translating business needs into action, solving complex onboarding challenges, and helping customers reach value quickly. 

Key Responsibilities 

  • Own the full onboarding lifecycle — from requirements gathering to post-launch review — ensuring timelines, milestones, and deliverables are met. 
  • Partner with customers to identify use cases, workflows, and success criteria that guide system configuration and setup. 
  • Manage data imports, integrations, and custom configurations to ensure systems align with customer needs. 
  • Collaborate with internal product, engineering, and support teams to troubleshoot issues and optimize implementation processes. 
  • Identify recurring onboarding challenges and propose scalable, repeatable solutions to improve efficiency and quality. 
  • Track and report implementation metrics, customer satisfaction, and launch readiness across projects. 
  • Be a voice of the customer in internal discussions, influencing roadmap priorities and process improvements. 

Competencies:

  • Customer-Centric Execution: Drives implementations with a focus on customer outcomes and time-to-value. Anticipates needs, resolves blockers early, and builds trusted relationships through consistent communication and follow-through. 
  • Project Ownership and Delivery: Manages multiple customer implementations end-to-end with precision. Balances scope, schedule, and quality while maintaining accountability for milestones and customer satisfaction. 
  • Technical and Analytical Agility: Understands product functionality, integration workflows, and data mapping. Uses data and analytics to troubleshoot issues, optimize configurations, and inform improvement opportunities. 
  • AI Literacy:  Understands AI basics and validates AI-generated technical steps or best practices.  Uses AI for basic troubleshooting assistance, ensuring accuracy before advising customers. 
  • Systems and Process Thinking: Sees implementations as part of a connected ecosystem — linking product, data, and customer workflows. Identifies dependencies and designs scalable solutions that improve repeatability and quality. 
  • Collaboration and Influence: Partners effectively with Product, Engineering, and Customer Success to align goals and ensure seamless handoffs. Communicates context and rationale to drive clarity and shared ownership. 
  • Communication and Professionalism: Translates complex technical information into clear, actionable guidance for both customers and internal teams. Maintains proactive, transparent communication throughout the implementation lifecycle. 
  • Adaptability and Continuous Improvement: Embraces change and experimentation in processes, tools, and product evolution. Continuously seeks ways to increase efficiency, shorten time-to-value, and enhance the customer experience. 

Required Qualifications  

  • 2–5 years of experience in implementation, onboarding, or customer success roles — preferably in a SaaS or technology environment. 
  • Strong project management skills with the ability to manage multiple customer implementations simultaneously. 
  • Familiarity with integration concepts, APIs, and SaaS platforms (Salesforce, HubSpot, NetSuite, etc.). 
  • Excellent communication and relationship-building skills — both with customers and internal stakeholders. 
  • High attention to detail and a process-driven mindset. 
  • Comfort working in fast-paced, evolving environments with distributed teams. 
  • Experience collaborating cross-functionally with Product, Engineering, and Customer Success to streamline delivery. 

Preferred Qualifications 

  • Experience leading complex SaaS or enterprise software implementations with measurable customer impact. 
  • Experienced in managing end-to-end data migration and API integration projects across CRM, ERP, and workflow systems (e.g., Salesforce, HubSpot, NetSuite), including data mapping, transformation, and validation processes. 
  • Skilled in using project management tools (e.g. Asana, Jira, Monday.com) to track milestones and deliverables. 
  • Proven ability to translate technical requirements into clear business outcomes for non-technical stakeholders. 
  • Background in process optimization, automation, or creating scalable onboarding frameworks. 
  • Strong understanding of customer lifecycle management and post-launch success alignment. 
  • Certifications in project or implementation management (PMP, CSM, or equivalent) a plus. 

Please note that we do not accept unsolicited resumes, work on a Corp-to-Corp basis, or engage with non-vetted external agencies.

Why Join Us?

At Cordance, we believe in taking care of our team members. When you join us, you’ll enjoy a comprehensive benefits package designed to support your health, financial well-being, and work-life balance:

  • Health and Wellness:
    • Comprehensive Health Coverage: Coverage begins on your first day of employment.
  • Retirement Savings:
    • 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.
    • RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.
  • Paid Time Off:
    • Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.
  • Parental Leave:
    • 12 weeks paid leave for all employees.
  • Remote Work Support:
    • Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely.
  • Holidays:
    • Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.

Join us and be part of a company that values your contributions and well-being from day one!

EEOC & ADA Statement:
Cordance and its companies provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, creed, sex, nationality, ancestry, national origin, disability status, genetics, protected veteran status, affectional or sexual orientation, gender identity or expression, marital status, or any other characteristic protected by federal, state, or local laws.
Cordance and its companies comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources.
This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Final candidate must be able to pass a background check.
To view applicant notices required under federal and state law, please visit: https://cordance.co/applicant-notices/

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