Role Description The Implementation Specialist is responsible for leading the successful onboarding and implementation of the FieldConnect SaaS platform for new customers. Serving as the primary project manager throughout the implementation lifecycle, this role partners with customers to understand business processes, configure the platform, facilitate knowledge transfer, and ensure a successful transition to production. All implementations are performed remotely and follow FieldConnect's implementation methodology, including: - Discovery - Solution design - Configuration - Training - Testing - Go-live - Transition to Customer Success The Implementation Specialist is responsible for driving customer readiness, adoption, and a successful implementation experience. In addition to customer implementations, the Implementation Specialist delivers implementation-related professional services for existing customers and serves as a technical resource across the organization. Core Responsibilities - Customer Implementations - Lead remote software implementation projects from kickoff through successful go-live. - Manage multiple implementation projects by coordinating customer activities, internal resources, project schedules, deliverables, budgets, and communication. - Conduct discovery sessions to understand customer business processes, operational workflows, and implementation requirements. - Configure the FieldConnect platform and coordinate ERP integration, data validation, user acceptance testing, and production readiness activities. - Develop and maintain project plans, implementation documentation, and customer deliverables while proactively identifying and mitigating project risks. - Guide customers through FieldConnect's implementation methodology. - Develop and deliver implementation training using a train-the-trainer methodology. - Create customer training materials and implementation documentation. - Drive customer readiness and adoption by preparing customer teams for a successful production launch. - Professional Services - Deliver billable and non-billable professional services for existing customers. - Install, configure, and deploy additional FieldConnect modules and functionality. - Perform implementations for additional customer locations, branches, divisions, or business units. - Develop and deploy custom forms, reports, and other customer-specific configurations. - Estimate effort, document project requirements, and manage project scope for assigned professional services engagements. - Document completed work and customer deliverables to support project delivery and billing. - Coordinate professional services projects with customers and internal teams. - Cross-Functional & Technical Support - Assist the Sales team with product demonstrations, technical discovery, implementation planning, and Statements of Work. - Support Technical Support with complex customer issues requiring advanced product knowledge. - Document customer business requirements and enhancement requests for Product Management and Development. - Participate in software testing, quality assurance, and release readiness activities. - Assist with the administration and maintenance of demonstration, testing, and production environments. - Support internal IT initiatives related to Microsoft Azure, application environments, secure connectivity, and operational systems. - Contribute to implementation standards, documentation, and continuous process improvement. Qualifications - Required - Bachelor's degree in Business, Information Systems, Computer Science, or equivalent combination of education and experience. - 3+ years of experience in software implementation, customer onboarding, technical support, professional services, or a related field. - Experience managing multiple customer projects simultaneously. - Strong understanding of software implementation methodologies and business process analysis. - Preferred - Experience implementing SaaS or cloud-based software solutions. - Experience with field service management, ERP, or construction software. - Experience with Microsoft SQL Server, Microsoft Azure, and cloud-hosted SaaS applications. - Familiarity with OpenVPN, Azure VPN, APIs, software integrations, data synchronization, and remote customer training. Travel Expectations - Most customer engagements are performed remotely. - The Implementation Specialist should be prepared to travel for multi-day onsite customer implementations or professional services engagements when business needs require. - Current travel expectations are generally less than 10% annually, although travel may vary based on implementation volume and customer requirements. Work Environment - Primarily remote work environment with frequent Microsoft Teams meetings and virtual customer interactions. - Occasional multi-day travel to customer sites for implementation, training, and go-live support. - Ability to work independently while collaborating effectively across cross-functional teams. Benefits - Health and Wellness: - Comprehensive Health Coverage: Coverage begins on your first day of employment. - Retirement Savings: - 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. - RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. - Paid Time Off: - Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life. - Parental Leave: - 12 weeks paid leave for all employees. - Remote Work Support: - Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely. - Holidays: - Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.

• Deploy the GOS Sales Squad: Partner with Commercial VPs to institutionalize GO&S participation in late-stage sales pitches, embedding a specialized "Sales Squad" into marquee enterprise deals to turn our redefined Five-Star Care into a primary selling point. • Build Strategic Alignment: Forge strong relationships and operational governance across global commercial leadership and Global Operations and Services to ensure a "CX-first" mindset across the sales cycle. • Govern Scope Boundaries: Standardize and govern the macro-level expectations of global Sales teams, prospects, and implementation partners regarding our operational scope of services and tier definitions. • Ruthlessly Simplify Tier Configurations: Partner with commercial pricing and marketing teams to collapse complex legacy service offerings into unified, high-impact packages that remove market confusion. • Serve as Executive Liaison: Act as the primary operational partner and definitive source of truth for Sales and Commercial leadership during high-value pitches, RFPs, and global go-to-market rollouts. • Optimize Time-to-Value (TTV): Drive structural process improvements and scale automated onboarding frameworks within Global Operations to compress the timeline from contract-signing to a client's first live booking. • Champion the Pre-Sales CX Lens: Serve as the organizational pre-sales customer expert, maintaining a deep understanding of complex market needs, tier economics, and localized global implementation trends. • Architect Data Strategies: Establish a standardized pre-sales data reporting suite (tracking TTV, launch velocity, and custom scoping drag) to drive data-backed commercial decisions. • Synthesize Complex Insights: Leverage a deep understanding of data, intuition, and customer feedback to rapidly extract actionable information and proactively modify the pre-sales operational roadmap. • Enable the Commercial Engine: Empower the Sales and Customer Success organizations with scaled enablement collateral and continuous updates so they can speak transparently, accurately, and effectively about our support ecosystem. • Define Metrics for Success: Partner with global CX and Operations leadership to define, monitor, and scale key performance metrics for the pre-sales and implementation lifecycle. • Ensure Day-1 Excellence: Recommend and implement process optimizations that guarantee newly onboarded clients successfully meet contractually established service level agreements (SLAs) from the moment they go live. • Protect Operational Capacity: Leverage data to speak fearlessly and confidently about operational boundaries, guiding commercial leadership on high-risk custom scoping or premature tier selling.

Role Description As the most experienced practitioner in our implementation function, you'll lead the most complex dealer onboardings in the pipeline while setting the quality bar for the broader team. This means: - Owning end-to-end implementation for our most complex accounts — large multi-rooftop dealer groups, multi-user CRM deployments, and OEM program rollouts requiring bespoke configuration. - Running structured kick-off calls and scoping sessions that accurately capture complexity and align stakeholders before configuration begins. - Configuring DP360 CRM and iMotor Dealer Websites to match each dealer's business structure, workflows, and integration needs. - Delivering hands-on training to dealership teams — from owners and GMs to sales and F&I staff — so everyone's confident and operational at go-live. - Coaching and mentoring junior Implementation Specialists, including QA-reviewing their work before go-live and supporting new hire ramp-up. - Serving as a named escalation point for L1 service tickets that exceed standard resolution capability, investigating root causes and feeding learnings back into playbooks. - Acting as a senior liaison between dealers and internal Sales, Product, and Technical teams on high-visibility, high-complexity engagements. - Owning and evolving implementation playbooks, onboarding standards, and QA frameworks used across the team. Qualifications - 4+ years of experience in software implementation, customer onboarding, or technical account management within a B2B SaaS company, including direct experience with complex, multi-stakeholder implementations. - A proven track record managing large dealer group accounts, enterprise clients, or OEM/manufacturer program implementations. - Demonstrated ability to train non-technical end users across seniority levels, from dealership owners to frontline staff. - Experience coaching, mentoring, or QA-reviewing junior colleagues in an implementation or customer-facing role. - Confidence serving as an escalation point for complex issues — diagnosing root causes and communicating clearly with high-value or frustrated customers. - Strong cross-functional coordination skills, with the ability to hold timelines across Product, Sales, Technical, and Support without direct authority. - Exceptional organization and attention to detail, with the ability to manage a portfolio of concurrent complex implementations. - A customer-first mindset paired with commercial awareness of what a delayed or poor-quality go-live costs the business. Bonus Points - Experience implementing or supporting DP360 CRM, Salesforce, HubSpot, or a comparable dealer-facing CRM in multi-user, multi-rooftop environments. - Background with OEM programs or manufacturer-driven deployments involving compliance and brand-standard requirements. - Familiarity with dealership verticals — powersports, RV, marine, equipment, automotive, or commercial truck. - Experience owning or contributing to implementation playbooks, onboarding standards, or QA frameworks. - Exposure to L1/L2 support escalation structures. - Background managing distinct implementation processes across multiple product lines in a SaaS environment. Benefits - An inclusive and supportive work environment where you can move your career forward and will have the chance to do work that has real, significant impact on the world. - The opportunity to be a part of a global group of digital marketplace businesses (CAR Group) located across Australia, Brazil, Chile and South Korea - collectively we have around 2,500 team members worldwide. - Plenty of flexible leave options and employee benefits including up to 31 days of paid time off in your first year, continuing education with access to LinkedIn Learning, a full benefits package including medical, dental & vision, 401K with company match, and wellness program. Company Description TI proudly supports a diverse workforce, and we encourage candidates from underrepresented groups to apply. Trader Interactive is an equal opportunity employer where hiring is based entirely on business needs, job requirements, and individual merit.

• End-to-end management of rollouts • Development of the rollout plan • Coordination of interdisciplinary teams • Ensuring customer training and providing post–go-live support