{"id":2973431,"url":"https://alion.io/job/crisis24-implementation-specialist","title":"Implementation Specialist","company":{"id":40823,"name":"Crisis24","domain":"crisis24.com","url":"https://alion.io/company/crisis24","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":31,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Solutions","role_family":"Solutions","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Annapolis, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":64000,"max_usd":149000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":334},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-05-19T04:00:00Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-23T09:53:13Z","board_verified":true,"closed_at":null,"days_open":157,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":157},"description":"Who We Are Looking For\nThe Implementation Specialist role will focus on establishing and maintaining strong relationships with clients, managing the software implementation process, and ensuring the successful rollout of our SaaS solutions. You will be responsible for guiding clients through the implementation process, offering best practices, and ensuring long-term customer satisfaction and retention. As an Implementation Specialist, you will act as a trusted advisor to clients, helping them align our solutions with their business goals and success criteria. \nLocation: Annapolis, MD | Hybrid\nWhat You Will Work On\nClient Relationship Management: \nBuild and maintain strong, long-term relationships with clients, ensuring their ongoing satisfaction and success with our SaaS products. \nServe as the primary point of contact for clients during the implementation phase, providing clear communication and managing expectations. \nUnderstand the client’s business use cases, goals, and success criteria to tailor the implementation process to their needs. \nProduct Knowledge \nAbility to provide high-level overview and configuration of all basic features & functionalities for our standard product offerings. \nImplementation Process Management: \nManage and oversee the entire software implementation process, ensuring a smooth transition from onboarding to full deployment. \nCoordinate with cross-functional teams (e.g., product, technical support, engineering) to ensure successful and timely delivery of the solution. \nDefine and manage project timelines, milestones, and deliverables. \nSet proper expectations with clients regarding timelines, deliverables, and project milestones. \nWork closely with clients to gather requirements, define success criteria, and ensure the implementation is aligned with their business objectives. \nBest Practices & Guidance: \nProvide clients with best practices and guidance on how to optimize the use of the software to meet their business needs. \nProactively identify areas for optimization and improvement in the client’s implementation and usage. \nCommunication & Reporting: \nMaintain clear and consistent communication with clients, keeping them informed of project progress, changes, milestones and deliverables. \nLeverage CRM tools to track client interactions, manage accounts, and document key information. \nUtilize JIRA to manage project tasks, track issues, and ensure clear communication between internal teams and clients. \nCollaboration & Cross-functional Support: \nWork closely with sales, product, and customer support teams to ensure seamless handoffs and continuous client success. \nProvide feedback from clients to internal teams to contribute to product improvements and feature requests. \nServe as a liaison between the client and technical teams to ensure that client needs are understood and met. \nWhat You Will Bring\n1+ years of experience in customer relationship management role. \nProven track record of managing customers. \nEducation: Bachelor’s degree in business, Information Technology, or a related field (or equivalent experience). \nTechnical Proficiency: \nProficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Teams). \nExperience using Client Relationship Management (CRM) tools (e.g., Salesforce, Certinia) to track client interactions and manage projects. \nFamiliarity with project management tools like JIRA for tracking tasks, issues, and communication. \nClient-Centric Skills: \nStrong client-facing communication skills, with the ability to set proper expectations and manage client needs. \nExceptional communication skills (both written and verbal), with an ability to clearly explain technical concepts to non-technical stakeholders. \nProblem-Solving & Critical Thinking: \nStrong problem-solving skills and the ability to proactively resolve issues. \nAbility to work under pressure and manage competing demands in a fast-paced, dynamic environment. \n\nPreferred Qualifications: \nExperience working in a client-facing role in the SaaS 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