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Implementation Specialist

Toronto, Canada (Hybrid); Vancouver, Canada (Hybrid)

SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for an experienced Implementation Specialist to provide software training and onboarding support to new SOCi customers. The Implementation Specialist coaches clients throughout the initial implementation of their SOCi account and answers any questions they have. They also recommend and/or help implement other value-added services available through SOCi (social media & reputation management network support, Facebook Business manager assistance, unique use-case based setup and guidance). 

To be successful in this role, the Implementation Specialist will work across departments, including Sales, Client Success, Product, Engineering and Marketing, bringing customer objectives to fruition through cross-departmental collaboration and communication.

The ideal candidate will possess a blend of technical aptitude, people skills and empathy, organization and project management ability and be naturally collaborative, articulate, and motivated by maximizing customer success and outcomes.

SOCi expects to pay a base salary in the range of $60,000 to $88,000 CAD plus bonus. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training.  

Who We Are

SOCi is redefining how multi-location enterprises achieve local and AI search visibility with the world’s first agentic workforce. Built specifically for distributed brands, SOCi’s brand-trained agents are guided by a unified visibility engine that autonomously executes and optimizes local marketing work across AI search, GEO ecosystems, social, and reviews — ensuring every location is visible, discoverable, and growing in today’s geo-driven landscape. Trusted by leading brands like Ford, Ace Hardware, and Liberty Tax, and recognized by Fast Company as one of the World’s Most Innovative Companies, SOCi transforms marketing from software you manage into work that gets done — intelligently, consistently, and at scale.

How You’ll Make an Impact

  • Collaborate with Sales and Service teams to ensure smooth handoffs before and after onboarding
  • Work with clients to identify, correct, and advise on how to align business objectives within the SOCi software. You’ll be your client’s hero, ensuring their success from Day One
  • Become an expert on the SOCi platform and train customers with varying levels of sophistication.
  • Provide implementation training & documentation in line with purchased products / services. Help them get oriented to our software and excited about the journey ahead
  • Manages configurations and setups within the SOCi software, and any other relevant networks (if appropriate)
  • Schedule additional training sessions for clients after each completed training session as needed. Assess what they need to be completely comfortable using the software
  • Provide excellent phone and email technical support on platform in order to assist customers to quickly identify potential issues and escalate them appropriately to ensure the best possible experience during the onboarding period
  • Work with Engineering, Sales, Client Success, Creative Services, and Marketing, as needed, to resolve issues
  • Responsible for managing workload and communicating any backups as needed
  • Provide constant feedback to the Manager of Client Success on platform adoption, usage rates, issues surfaced, churn indicators and red flags, onboarding status, feature requests, and all other customer needs
  • Maintain and track all projects in ClickUp and create appropriate and needed documentation
  • Escalate issues to the appropriate team that may arise during the onboarding process and see them to through to resolution
  • Exhibit ownership of on-boarding experience and client satisfaction and adherence to SOCi onboarding TTV policy and procedures 
  • Be a SOCi onboarding  expert and discuss or educate on any nuance of the product internally and externally
  • Create initiatives that help to drive successful product /service onboarding
  • Quickly pick up and disseminate any updates to the product, both to your customers and to your internal teams as needed during onboarding phase
  • Develop credibility and earn customer trust by demonstrating expertise, professionalism and an ability to listen, digest and offer solutions

What You’ll Need to be Successful

  • Hybrid Opportunity: This role is fully remote until our Vancouver, BC and Toronto, ON offices are established. Once the office is in place, it will transition to a hybrid model, with a 50/50 split between remote and in-office work.

  • Must Have:  
    • 3+ years of experience in a customer-facing role for a technology company (preferably SaaS). 
    • Exceptional communication skills both written & verbal
    • Strong organizational and analytical skills with a keen attention to detail.
    • Proven ability to manage multiple onboarding  projects  with keen prioritization and multitasking abilities.
    • The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant & overt micromanagement
    • Exceptional interpersonal skills & proven success in cross-functional collaboration
    • Strong technical aptitude, problem solving skills, and a drive to learn.
    • Customer-first mentality; ability to empathize and build customer relationships.
    • Proven record of high CSAT scores and project management of customer integrations to successful outcomes and accelerated Time to Value
    • Proficient with Excel and comfortable with Salesforce 
    • Strong presentation and negotiating skills

  • Desired Skills (but not required):  
    • Experience with CRM or SaaS support software

This position will remain open with applications due by May 9, 2026. This position is being hired on an urgent basis. The application window may close before May 9, 2026 if SOCi receives a sufficient number of applications to select a candidate prior to that date.

What SOCi Provides to You

  • Comprehensive Benefits Package (full-time permanent, non-contract roles only)
    • Health insurance plans, dental, and vision
    • Wellness incentives
    • 401(k) plan with employer match
  • Flexible Work Environment  (full-time, non-contract roles only)
    • Flexible paid time off
    • Quarterly wellness days
    • Paid holidays
    • Unique employee engagement programs 
  • Empowering Career Growth and Success 

What’s Important at SOCi

Led by a team of industry experts, SOCi is leading the pack in agentic marketing for multi-location brands. Our passionate team of SOCialites work from home around the globe!
Our collaborative, dynamic culture allows our teams to work cross-functionally and optimize productivity. We are a fast-paced, agile environment where thought leadership and input are encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you. Visit soci.ai for more information.

 #LI-Remote

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