Implementation Specialist

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