• Lead the timely and successful onboarding execution according to customer needs • Manage day-to-day communication and collaboration with customers and internal teams • Partner with Customers to understand their business issues • Perform Broker and Diversion plan implementations to fit customer needs • Manage and update internal workflows to track customer activities

Role Description We’re hiring an Implementation & Training Specialist to lead customer onboarding, site activation, and clinician training across our expanding network of healthcare partners. Reporting to the VP of Customer Success, you’ll play a key role in ensuring a seamless and successful customer launch experience, from initial setup and workflow planning to live training and early adoption support. This is a high-impact, customer-facing role ideal for someone with a background in physical therapy, occupational therapy, healthcare operations, or healthcare technology who enjoys teaching, problem-solving, and collaborating closely with clinical teams. You’ll serve as the hands-on connection between our technology and its real-world use, helping providers and staff feel confident, supported, and ready to integrate Exer into their care delivery. This role is part of the Customer Success team and is responsible for executing customer onboarding and implementation activities in alignment with Customer Success priorities, timelines, and operational processes. We operate as a highly collaborative, team-first organization with a strong culture of shared ownership, cross-functional partnership, and customer coverage. Success in this role requires: - Proactive communication - Comfort with frequent handoffs and coordination across teams - A willingness to step in wherever needed to support both customers and teammates This is a highly hands-on, execution-focused role requiring strong organization, responsiveness, operational follow-through, and the ability to manage multiple moving priorities in a fast-paced startup environment. This position is remote (Central or East Coast preferred) and includes travel up to 30-40% for onsite trainings, implementations, pilot activations, and workflow optimization sessions. Actual travel may vary depending on your location and could be significantly reduced if you're based near major customer sites. Qualifications - 3–5+ years of experience in Implementation, Customer Success, or Clinical Training, ideally in a healthcare or digital health environment. - Background in a clinical or patient-care setting (e.g., Physical Therapy, Occupational Therapy, Athletic Training, or related healthcare field). - Demonstrated ability to manage multiple implementations simultaneously while maintaining high responsiveness, visibility, and operational follow-through. - Highly organized professional who proactively communicates priorities, risks, and status updates across internal and customer teams. - Excellent communication and presentation skills; comfortable leading both small and large group trainings. - Strong operational and organizational skills with a bias toward follow-through and attention to detail. - Self-starter who thrives in a fast-paced, startup environment, balancing structure with adaptability. - Comfort operating in evolving environments where priorities may shift quickly and proactive communication is essential. - Willingness to travel up to 30-40% for onsite trainings, pilot activations, and workflow optimization visits. Requirements - Coordinate with Sales and the Customer Success team to align on scope and site expectations prior to kickoff. - Collaborate closely with internal teams through Customer Success to help resolve implementation issues and streamline workflows. - Surface customer feedback and implementation insights to internal teams to support continuous product and workflow improvements. Benefits - Gym and studio memberships: We’ll pay for your gym or studio membership or for your virtual classes and also offer lots of other fun opportunities to test different things out. - Open Vacation Policy: You can take the time you need when you need it. - Paid Parental Leave: Fully paid time off for 12 weeks. - Medical, Dental, and Vision Insurance: Comprehensive health care for employees, with 100% of premiums paid by Exer.

Role Description We’re seeking an experienced implementation professional to own the end-to-end onboarding journey for new RevolutionParts customers — from Sales handoff through live launch and post-launch value confirmation. You will lead structured, milestone-gated implementations, enforce readiness gates before advancing phases, validate technical integrations, co-create measurable success plans, train dealer teams, and execute clean handoffs to Customer Success. The Implementation Manager II manages a portfolio of 10–40 concurrent client implementations across tiers of complexity and is the single thread of accountability from handoff to first value. Key Responsibilities - Own the full onboarding lifecycle across a defined journey: Sales Handoff → Kickoff → Success Plan → Configuration & Channel Setup → Training → Launch → Time to Value & CSM Handoff. - Enforce hard readiness gates at each milestone; document blockers, reschedule as needed, and communicate go/no-go decisions clearly. - Manage 10–40 concurrent implementations with varying timelines, tiers, and complexity without dropping threads. - Evaluate inbound handoffs against a structured readiness checklist; identify gaps in data, expectations, or solution fit before scheduling kickoff. - Provide feedback on handoff quality and partner with Sales leadership on pattern issues and enablement opportunities. - Provision and stage accounts and selling channels through defined CRM workflows; troubleshoot provisioning errors methodically. - Validate critical integrations and configurations using documented test protocols (e.g., data feeds, inventory/warehouse mapping, domain/DNS, payment processing flows). - Perform pre-launch QA to confirm operational readiness across all configured modules and workflows. - Lead a working-session Success Plan that defines measurable outcomes (e.g., revenue, order volume, operational KPIs), first-value milestones, owners, and dates. - Translate high-level goals into time-bound targets and surface risks with clear mitigation plans. - Deliver structured training that prepares customer teams to operate independently: order processing, refunds/cancellations, fulfillment, and reporting basics. - Run live test transactions to validate end-to-end readiness and build operator confidence. - Run every call from a defined agenda; open with goals, close with read-back of action items, owners, due dates, and the next meeting on the calendar. - Send timely recap communications and validate “homework” completion with objective evidence before advancing milestones. - Coordinate with internal technical, design/creative, and go-to-market teams to sequence work and resolve blockers. - Execute a thorough CSM handoff: document goals, risks, open items, and establish continuity with the customer. - Maintain accurate, real-time records in Salesforce (or similar CRM) and in the customer success platform for journey progress, action items, and risk tracking. - Document decisions and status in the system of record — not in personal notes — ensuring visibility and continuity. Who You Are - Gate Enforcer: You protect the process by upholding readiness criteria without harming the relationship. - Structured Operator: You execute from playbooks, agendas, templates, and consistent documentation. - Technical Problem-Solver: You can follow runbooks to diagnose integration/configuration issues and know when and how to escalate. - Customer Translator: You make complex concepts simple and confirm understanding throughout. - Accountability Driver: You assign owners, set due dates, and validate completion with evidence. - Portfolio Manager: You comfortably manage dozens of concurrent projects with clarity on status and next steps. - Risk Spotter: You identify churn signals early and propose concrete mitigations. Requirements - 3+ years in Implementation Management, Technical Onboarding, or Project Management within SaaS or eCommerce environments. - Proven ability to manage 10+ concurrent client implementations with cross-functional stakeholders. - Experience enforcing quality gates/readiness checkpoints and making clear go/no-go calls. - Hands-on proficiency with CRM tools (Salesforce preferred) for account staging and implementation tracking. - Experience with customer success platforms (e.g., ChurnZero, Gainsight, Totango) for journey and task management. - Ability to validate technical configurations and integrations via documented test plans (e.g., data feeds, payments, domains, or similar). - Exceptional written and verbal communication; adept at structured recap emails and milestone communications. - High school diploma or equivalent required; Bachelor’s degree preferred. Preferred Qualifications - Automotive industry or dealership operations exposure. - eCommerce platform implementation or site configuration experience. - Familiarity with inventory systems or marketplace/channel concepts. - Basic web administration (DNS/domain), website design collaboration, or CMS/theming experience. - Training/teaching experience for non-technical users. - SaaS experience and comfort with API-driven ecosystems. Performance Measures - On-time milestone progression and launch rate across portfolio. - Quality of handoffs (Sales→Implementation and Implementation→CSM) and documentation completeness. - Time to First Value (e.g., first completed orders) against success plan targets. - Customer satisfaction with onboarding experience and training effectiveness. - Adherence to process (templates, agendas, recap standards) and data hygiene in systems of record. AI Fluency & Modern Tooling At RevolutionParts, we expect team members to actively use modern tools — including AI-powered systems — to improve decision-making, productivity, and quality of work. This includes: - Using AI tools responsibly to accelerate research, analysis, documentation, and problem-solving. - Exercising strong judgment around data privacy, accuracy, and ethical use. - Continuously learning and adapting as AI capabilities evolve. - Proven examples of using AI to improve outcomes in prior roles is expected. Benefits RevolutionParts is proud to provide all full-time Revolutionaries with a comprehensive employment package including competitive compensation, career development, benefits, 401K match, parental leave, and many more valuable perks. You can learn more about our core-value driven culture at our career page. Equal Opportunity Employer RevolutionParts is an Equal Opportunity Employer; we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender orientation, gender identity or expression, sexual identity, sexual orientation, age, marital status, family status, genetic information, veteran status, or disability status. Please Note: You will only receive correspondence through the Gem ATS or from a @revolutionparts.com email address. If you are receiving communication through any other platform or domain, it may be fraudulent, and we urge you to ignore the communication. The salary range listed reflects the base pay only. In addition, this role includes a variable bonus structure based on performance metrics with a target of 10% annually.

• Optimize and manage CRM ecosystem • Review current processes and optimize workflows • Integrate additional tools with HubSpot • Ensure data accuracy and CRM hygiene • Build and support client portals and websites • Assist with HubSpot marketing tools • Support data collection and reporting • Configure and maintain HubSpot workflows and automation • Monitor CRM performance and generate reports • Provide support for CRM processes and maintain efficient operations