Implementation Specialist


Boston, MA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/27/2021
  • Website:
  • Company Address: Danneskiold-Sams√łes Alle 41, Copenhagen, 1434

About Labster

Labster is a fast moving, award-winning company that focuses on revolutionizing the way science is taught to students all over the world. Our platform offers a Virtual Laboratory provided as a supportive curriculum based e-tool where students can work with real-life challenges in an online environment that simulates reality.

Job Description

The Implementation Specialist is a member of the Labster Customer Success team. As an Implementation Specialist at Labster, you will be responsible for providing client access, training & enabling clients on the Labster platform and driving the adoption of the product once a client begins using Labster in their course. You will work with educators to ensure they have a smooth and effective onboarding experience. To be successful in this role you will need to utilize effective communication skills, manage and meet client deadlines and work in partnership with members of internal teams to assure Labster clients are set up for success.

This position is an office based position in our Somerville, MA office.

Key Responsibilities:

Lead Client Onboarding

    Manage handoff from sales and determine escalations back to sales/customer success management as necessary
    Ensure that all items on the implementation task list are completed for each implementation
    Track project status and ongoing tasks to be completed through Gainsight
    Provide clients with access and technical assistance to set up their Labster course
    Lead client training to enable all users on the Labster platform
    Act as a Labster subject matter expert

Monitor Client Success

    Lead immediate post-launch activities including check-ins with the client, ensuring the product is adopted by the client
    Provide post onboarding technical support to ensure a successful product launch

Work Cross-Functionally

    Anticipate, manage, and escalate concerns. Identify which issues to raise to which internal team
     Ensure a smooth and efficient onboarding process
    Transfer project knowledge to Labster’s customer success management team
    Track any product bugs and communicate requirements for product improvements clearly to the Product team


    Bachelor's degree or equivalent work experience
    0-2 years of experience with Customer Support and Implementation
    Previous experience working in a SaaS company preferred
    Customer Service - enjoys interacting and connecting with people and is driven to help others with a “can-do” attitude
    Effective Communication / Interpersonal skills
    Ability to multitask

Labster Vision:

Empower the Next Generation of Scientists to Change the World For more information on our company vision to empower the next generation of scientists to change the world, please see video links below:

BBC News:


TED Talk:

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.