Onboarding & Implementation Specialist

About the Role Conversive (SMS Magic) is looking for an Onboarding & Implementation Specialist to join our US delivery team. This is a hands-on customer-facing role responsible for executing implementations, onboarding new customers, and ensuring successful go-lives across the US region. You'll work directly with customers to understand their requirements, configure the Conversive platform, deliver integrations, and guide them through to production - acting as the primary technical and process owner during the implementation lifecycle. Key Responsibilities Execute end-to-end customer onboarding and implementation projects for APAC accounts Conduct discovery and requirement-gathering sessions with customer stakeholders Configure and set up the Conversive platform - messaging flows, templates, automations, integrations Deliver Salesforce-native configurations, integrations, and use-case implementations Support POC builds, demo setups, and customer testing cycles Manage go-live activities, hypercare, and post-implementation handover to Customer Success Maintain project hygiene in Jira - status updates, timelines, blockers, dependencies Coordinate with Business Analysts, Solution Architects, and Engineering Leads for complex requirements Document implementation steps, configurations, and customer-specific setups for future reference Contribute to the team's reusable assets - templates, runbooks, and standard configurations Required Qualifications 3-5 years of experience in SaaS implementation, customer onboarding, or technical delivery roles Hands-on experience with Salesforce (Admin certification preferred); strong understanding of Salesforce configuration Experience working directly with customers - requirement gathering, demos, training, and go-live support Strong problem-solving skills and ability to translate business requirements into platform configurations Excellent written and verbal communication skills Ability to manage multiple concurrent implementations and prioritise effectively Working hours flexibility to cover US business hours Preferred Qualifications Experience with messaging platforms (SMS, WhatsApp, Voice), conversational AI, or chatbot deployments Familiarity with integration tools, REST APIs, and middleware platforms Salesforce Advanced Admin or Platform App Builder certification Experience implementing solutions for customers in US market Exposure to AI/agentic platforms or voice AI implementations What You'll Drive Successful, on-time customer go-lives across US Standardised implementation patterns and reusable assets Strong customer relationships and high CSAT during onboarding