Job Title: Implementation Specialist Position Type: Full-Time, Remote Working Hours: U.S. client business hours (with flexibility for client onboarding sessions and project deadlines) About the Role: Our client is seeking an Implementation Specialist to manage the onboarding and deployment of new clients. This role involves configuring systems, training users, and coordinating project timelines. The Implementation Specialist ensures that customers experience a smooth transition from sales to adoption, setting the foundation for long-term success and satisfaction. Responsibilities: Client Onboarding & Kickoff: - Lead client onboarding sessions, introducing workflows and timelines. - Gather client requirements and confirm scope of implementation. - Build strong client relationships from the start of engagement. System Configuration: - Configure accounts, permissions, and integrations (CRM, ERP, SaaS platforms, APIs). - Customize workflows, dashboards, and settings to match client use cases. - Test system functionality and troubleshoot issues before go-live. Training & Enablement: - Deliver training sessions via Zoom or in-person workshops. - Create user guides, video tutorials, and FAQs for ongoing support. - Ensure client users feel confident using the product. Project Management: - Maintain implementation project plans in Asana, Trello, or Monday.com. - Track milestones, dependencies, and deliverables against deadlines. - Provide regular status updates to clients and internal stakeholders. Collaboration: - Work closely with Sales for a smooth handoff of closed deals. - Partner with Customer Success Managers for post-implementation handoff. - Collaborate with Product/Engineering to flag bugs or feature requests. Continuous Improvement: - Document best practices for implementations. - Analyze onboarding performance (time-to-value, adoption rate). - Suggest improvements to processes and playbooks. What Makes You a Perfect Fit: - Strong communicator who can simplify technical concepts. - Highly organized project manager who thrives on deadlines. - Proactive problem solver with a customer-first mindset. - Comfortable working across technical and non-technical teams. Required Experience & Skills (Minimum): - 2+ years in implementation, onboarding, or technical project management. - Familiarity with SaaS platforms, CRMs, or ERP systems. - Strong presentation and training skills. - Proficiency with project management tools (Asana, Trello, Monday.com, Jira). Ideal Experience & Skills: - Experience implementing SaaS solutions for SMB or enterprise clients. - Technical skills in APIs, SQL, or integrations. - Industry background in software, healthcare, finance, or professional services. - Certification in project management (PMP, CAPM, or Agile). What Does a Typical Day Look Like? An Implementation Specialist’s day revolves around guiding new clients through the onboarding journey. You will: - Kick off onboarding projects, confirming scope and timelines with clients. - Configure systems and integrations, testing to ensure smooth operation. - Deliver training sessions to client users and create follow-up resources. - Track progress in project management tools, ensuring deadlines are met. - Escalate technical issues to engineering while keeping the client informed. - End the day by updating reports on onboarding progress and preparing for the next client meeting. In essence: you are the bridge between sales and customer success, ensuring clients achieve value quickly and confidently. Key Metrics for Success (KPIs): - Time-to-value (average days from sale to adoption). - % of implementations delivered on time and within scope. - Client satisfaction scores (CSAT/NPS) post-onboarding. - User adoption and training completion rates. - Smooth handoff to Customer Success teams. Interview Process: - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (e.g., build a mock implementation project plan or deliver a short training session) - Client Interview with Customer Success/Implementation Leadership - Offer & Background Verification

• Assist with implementations of the Planful Financial Performance Management Suite, from design through go-live. • Collaborate with customers to understand their financial processes and translate those requirements into effective, scalable Planful solutions. • Guide customers toward best practices while thoughtfully challenging requirements that could limit long-term value or scalability. • Ensure high-quality configuration, testing, validation, and rollout of the solution to drive adoption and measurable outcomes. • Execute project deliverables in alignment with Planful’s Services methodology, contributing to continuous improvement of delivery standards and tools. • Manage scope, timelines, and risks to ensure predictable, on-time project delivery. • Drive services performance metrics, including customer satisfaction, utilization, and project margin. • Lead customer and partner enablement sessions, including training, knowledge transfer, and post-implementation handoff. • Build strong relationships with customer stakeholders, including finance leaders and senior executives. • Serve as a cross-functional partner to Sales, Customer Success, and Product teams to ensure a seamless customer experience. • Provide feedback from the field to inform product enhancements, services offerings, and customer experience initiatives.

Why Springbrook Springbrook Software is the leader in cloud-based ERP and payments software for local municipal governments and special districts. For over 30 years, Springbrook has set the industry standard for how small to mid-sized municipalities operate with efficiency, transparency, and security. More than 2,000 cities, towns, and districts nationwide rely on Springbrook's solutions to manage finances, payroll, utility billing, and payments. We foster a culture focused on performance, collaboration, and balance-empowering employees to do meaningful work while enjoying flexibility, competitive compensation, and excellent benefits. Where You Fit The Training and Implementation department at Springbrook-Xpress Bill Pay is seeking an Implementation Consultant. This position will also be responsible for Forms Builder Projects to further assist and support the Xpress Bill Pay (XBP) implementations for all municipal and utility customers. You will partner closely with our team to configure ERP/XBP systems, support integrations, provide training, and ensure successful go-lives. This position is remote within the United States and requires occasional travel, including travel to Utah at least once per month or as needed, and travel to customer training sites when required. Key Responsibilities - Deliver and support Forms Builder Training - Manage all Springbrook configuration activities for Xpress Bill Pay implementations, including new clients and migrations - Submit and track LaunchDarkly requests; coordinate SFTP setup; work with SRE to enable contract-based features - Configure Springbrook modules using Springbrook Enterprise and Cirrus access - Review and reconcile data between agency ERPs and Xpress Bill Pay - Communicate with agencies once contracts and project overviews are received - Coordinate with team on Civic Pay-related activities including NACHA files, email lists, reporting, and account conversions - Provide post-go-live support to ensure smooth transitions - Maintain awareness of security and privacy policies and report incidents as needed Required Knowledge & Skills - Strong working knowledge of Springbrook modules (UB, CR, GL, CH, BR) - Understanding of internal Springbrook configuration processes - Familiarity with CivicPay and Xpress Bill Pay preferred - Ability to manage multiple implementation tasks across ERP and payments systems - Willingness to travel as required Required Qualifications - 3+ years in a customer-facing implementation, professional services, or support role - Bachelor's degree in a business-related field or equivalent SaaS experience - Experience implementing or supporting cloud-based billing, ERP, or payments software - Proficiency working with complex SaaS platforms Preferred Qualifications - Experience working with municipal governments or utilities• Background in municipal finance, billing, or payments software• ERP or payments software implementation experience

• Serve as a primary point of contact for Payroll customers to set up and provide an accurate and seamless transition of their payroll requirements to Remote’s Payroll products and services. • Analyze customers’ payroll needs and provide appropriate recommendations. • Direct and manage the implementation of new customers from the start of the relationship, including: • Obtaining all required customer and employee’s payroll data information for new customer payroll set-ups per legal entity. • Configuration of Remote’s Global Payroll system on a customer by customer basis. • Coordination of parallel payroll runs and reconciliation of wage-based taxes. • Verify payroll and tax set up is compliant with statutory regulations. • Coordination and communication of payroll Go-Live. • Handing over an accurate payroll to our Remote Payroll Operations team. • Effectively communicate with customers, teammates, supervisors and vendors in a timely and clear fashion. • Establish and maintain positive customer working relationships, successfully contribute to high customer retention rates. • Provide support and training to new customers and employees regarding payroll process and general country specific payroll needs. • Provide customer focused interaction ensuring timely response, accurate information and effective follow-up on all customer and/or internal requests and/or issues. • Maintain confidentiality of all customer and employee information. • Help in the creation and maintenance of the process documentation. • Work with internal teams to improve our platform, completing UAT Testing through shipping