Canopy
SaaS
ImplementationSpecialist,SMB
“Implementation Specialist, SMB at Canopy. Skills: Implementation, SaaS industry experience, Customer onboarding, Technical troubleshooting. Guide new customers through their initial account configurations and ensure proper setup of their Canopy accounts.. Provide world-class onboarding and training experiences in the form of feature-specific training calls, screen shares, and email communications that help customers achieve value from our software right out of the gate.”
What You'll Achieve.
Ensure proper setup of their Canopy accounts.; Help customers achieve value from our software right out of the gate.; Tracking personal and customer goals and progress; Provide data-driven insights from your implementation clients.; Encourage adoption of the software; Ensure the client feels supported moving on from the onboarding experience.; Ensure data/file migration success.; Project-manage your action and advocacy items to completion
Industry & Context.
Solution-oriented focus; Spotting and solving problems; Technical troubleshooting
What They're Looking For.
Must Have
1-2+ years of Implementation experience, 1-2+ years of SaaS industry experience, Ownership, Project management, Organizational skills, Creativity, Curiosity, Solution-oriented focus, Self-starter with the ability to drive your own productivity, Positive outlook, Hungry and enthusiastic approach in a complex, challenging, and open-ended environment, Excellent written and verbal communication skills in the English language
Nice to Have
Amazing MS Excel skills
What You'll Do.
Guide new customers through their initial account configurations and ensure proper setup of their Canopy accounts.
Provide world-class onboarding and training experiences in the form of feature-specific training calls
and email communications that help customers achieve value from our software right out of the gate.
Be accountable for tracking personal and customer goals and progress
and provide data-driven insights from your implementation clients.
Proactively reach out to users during implementation to encourage adoption of the software by providing value
and best practices throughout their first 30-60 days (and/or coordinate with CSM’s).
Provide a comprehensive introduction to a customer’s assigned CSM (when applicable) and facilitate a hand-off post-implementation to ensure the client feels supported moving on from the onboarding experience.
Be a product & industry expert at all times by staying on top of product development
and industry benchmarks & happenings.
Work with other teams within Canopy to ensure data/file migration success.
Be able to provide on-the-fly technical troubleshooting or basic configuration services while the customer is live & engaged on your calls.
Thoroughly understand and document confirmation of use cases
etc. from the onboarding POC.
Project-manage your action and advocacy items to completion
share ideas for operational improvements
and use seasonal ‘downtime’ to execute on said initiatives or hone and develop your technical support skills.
Go above and beyond to serve our customers and your team
provide a world-class customer experience
standard-setting example of what it means to be a “Canopian.”
How You'll Work.
Team & Collaboration
Work with other teams within Canopy to ensure data/file migration success.
Communication Scope
Excellent written and verbal communication skills in the English language
Process & Methodology
Project management, Organizational skills, Project-manage your action and advocacy items to completion
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