Skedda

Role Description We’re looking for a friendly, tech-savvy, enthusiastic implementation specialist to join our growing Onboarding Team. In this role, you’ll help customers turn their workplace goals into successful Skedda launches. You’ll be a trusted guide throughout the onboarding journey, building strong customer relationships, leading confident product conversations, creating helpful video walkthroughs, solving real scheduling and space-management challenges, and helping teams unlock value from Skedda as quickly as possible. You’ll play a key role in creating excellent first impressions for new customers and setting them up for long-term success. Your day-to-day will involve: - Leading engaging customer training sessions and product walkthroughs - Creating clear, customer-friendly video walkthroughs to explain setup steps, product workflows, and answers to common onboarding questions - Guiding customers through implementation milestones - Performing and coordinating key onboarding tasks, such as map uploads and account configuration support - Answering customer questions via email and chat with clarity, warmth, and urgency - Helping customers solve unique scheduling, space-management, and workplace scenarios - Delivering product demonstrations tailored to customer needs - Supporting billing-related questions and payment workflows - Capturing customer feedback and sharing insights that help shape product development decisions - Collaborating with amazing teammates across onboarding, support, product, and customer success to improve the customer experience Qualifications - Communicate exceptionally well in written and spoken English - Bring a friendly, engaging, and professional presence to every customer interaction - Be genuinely curious about technology, SaaS products, AI tools, and how modern teams collaborate - Have experience working directly with customers or clients - Be motivated by helping customers achieve meaningful outcomes - Stay organized, detail-oriented, and proactive while managing multiple priorities - Bring a strong sense of ownership, urgency, and follow-through - Enjoy solving problems, learning quickly, and finding practical ways to move customers forward Requirements - Previous experience in implementation, onboarding, customer support, customer success, or a similar customer-facing SaaS role - Experience with tools such as Stripe, Hubspot, or other customer/payment platforms; Google Suite Benefits - Competitive salary, benefits package, and paid time off - Creative and collaborative work environment - Direct exposure to the leadership team across departments - Be empowered to leave a significant mark on the company and the customers Company Description Skedda is a leading global workplace management platform, serving over 8,000 customers including Toyota, Siemens, Mercedes-Benz, MIT, and Harvard University. The company is a key player in shaping the future of the modern workplace experience with interactive floor plans, desk and meeting room booking, visitor management, rich utilization analytics, and integrations with Slack, Microsoft 365, and Google Workspace. Each year, Skedda wins awards from G2, Capterra, GetApp, and SoftwareAdvice. We’re an international team from 20+ countries with a growing presence in Boston. We place a lot of value on collaborating asynchronously across time zones but also understand the benefits of working together in person. Our team has doubled in size in the last year and continues to grow quickly. At Skedda, we take feedback from customers seriously and constantly iterate to improve our product. We’re a self-driven, curious, down-to-earth group of people who know how to balance moving quickly while maintaining a high bar for quality. Every team member at Skedda embodies our six core virtues: - We are a community - Quality is at our core - Take ownership - Create momentum every day - Tackle hard problems - Be curious We’re growing fast with a lot of new opportunities ahead!

• Provide senior-level implementation for new features across the full-stack • Implement full test automation for your work (we have a culture of ownership and quality) • Own projects from a technical perspective, from conceptualization to launch • Solve complex, but fun, technical challenges • Research, propose, test, and implement new techniques and technologies • Collaborate with team members on design techniques and coding standards

• Work closely with engineering and product owners to define test plans to help identify edge cases and critical user flows, write automated tests, and ensure high quality releases • Maintain and expand automation test framework and test processes to maintain a high level of product quality, while minimizing manual testing • Identify opportunities to improve QA strategy, remove gaps in coverage, and fix any test flakiness • Assist with building and maintaining test environments for the team • Identify and comprehensively document any bugs or areas for enhancement within the product • Suggest enhancements to both the functional and technical aspects of the product • Collaborate with team members on design techniques and coding standards

• Answering questions via email/chat/video/phone from prospective and existing customers about our product • Helping customers find solutions to their unique scheduling scenarios • Providing customers with product demos via video link • Updating internal product collateral (knowledge base, etc.)

• Management, monitoring, and maintenance of build, test, and deployment pipelines in Azure DevOps (for mobile and web products) • Champion best practices for software delivery, deployment automation, and operational excellence across the engineering lifecycle • Implement infrastructure-as-code (IaC) and configuration management solutions to streamline provisioning, scaling, and updates • Perform IT access reviews and oversee identity and access management (IAM) processes • Lead account provisioning/deprovisioning workflows to ensure compliance and security • Support security audits, compliance assessments, and policy enforcement in collaboration with internal stakeholders • Coordinate vendor onboarding, risk assessment, and periodic review processes • Laptop security management via MDM to ensure security compliance • Incident response, triage, and management • Conducting infrastructure capacity planning and performance tuning • Collaborating with engineers to design and implement scalable and resilient systems • Maintenance and improvement of cloud infrastructure reliability and scalability • Implementing and maintaining disaster recovery procedures