Position Details

Type Not Specified

Experience mid

Exp. Years Not specified

Education Not specified

Category Customer Success & Support

About this role

Keeper is hiring an Implementation Specialist to drive successful onboarding and product adoption for B2B customers. The role delivers initial and expansion SaaS deployments, configures solutions to customer needs, and provides ongoing technical support.

Key Responsibilities

Oversee software delivery including initial and expansion deployments
Tailor solutions to each customer's needs
Provide continuous technical support and troubleshooting
Maintain accurate records of customer configurations and communication
Manage multiple implementation projects concurrently

Technical Overview

This is a SaaS implementation and customer support role focused on configuring Keeper products and delivering deployments for complex technical SaaS offerings. The specialist troubleshoots customer issues, manages configuration records, and coordinates with product development and engineering when project risks emerge.

Ideal Candidate

The ideal candidate is a mid-level implementation or customer support professional with hands-on experience delivering SaaS deployments and guiding customers through onboarding and adoption. They are strong at technical troubleshooting, accurately managing customer configuration records, and running multiple implementation projects while proactively identifying risks and escalating to engineering when needed.

Must-Have Skills

Oversee the delivery of Keeper's software for all customers including initial deployments of new customers and expansion deployments of existing customersTailor solutions to meet specific needs and objectives of each customerOffer continuous technical support to customersadeptly troubleshooting issues and efficiently resolving concernsMaintain accurate records of customer configurationscustomizationsand communicationEffectively oversee multiple implementation projects concurrently

Tools & Platforms

KeeperPAM® (Keeper Privileged Access Management)

Required Skills

ImplementationonboardingadoptionSaaSdeploymenttechnical supporttroubleshootingcustomer requirementsconfigure/configurationcustomer feedbackproduct development teamproject riskescalate to engineeringrecordkeepingmultiple implementation projectsPrivileged Access Management (PAM)

Hard Skills

ImplementationOnboardingSaaS deploymentsTechnical configurationCustomer configuration managementTroubleshootingTechnical supportProject risk identificationEscalation to engineeringRecordkeeping for customer configurations and customizationsGathering customer feedbackConfiguring solutions to align with customer requirementsManaging multiple implementation projects concurrentlyPrivileged Access Management (PAM)

Soft Skills

Customer collaborationMeticulous attention to detailAbility to work closely with cross-functional partners (Implementation Managerproduct development team)Proactive problem recognition and issue managementTime management for multiple concurrent projectsStakeholder communication

Industry & Role

Industry SaaS

Job Function Deliver and support successful SaaS implementations that drive customer onboarding and adoption.

Role Subtype Customer Success & Support Specialist

Keywords for Your Resume

Implementation SpecialistKeeper SecurityB2B SupportonboardingadoptionimplementationSaaSdeploymenttroubleshootingtechnical supportcustomer requirementsconfigureconfigurationcustomer feedbackproduct development teamproject riskescalateengineeringmultiple implementation projectsKeeperPAMPrivileged Access Management (PAM)

Deal Breakers

No evidence of SaaS implementation, deployment delivery, or customer onboarding/adoption experience, Cannot demonstrate troubleshooting/technical support experience for customer issues, No ability to manage multiple implementation projects concurrently

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