Job Description
The Client Onboarding Implementation Specialist Provides tactical implementation support and configuration expertise through ticket management, system configuration, and quality assurance activities to ensure seamless client onboarding and ongoing operational excellence. Serves as the technical execution partner supporting, Solutions Engineering, Implementation Consultants and Project Managers across multiple client implementations simultaneously. Responsibilities: Ticket Management & Client Support Monitors and responds to Included Access tickets within established SLA timeframes Triages incoming tickets and routes to appropriate team members when necessary Owns tickets from assignment to closure Provides detailed documentation and status updates for all ticket activities Maintains comprehensive ticket logs and resolution tracking Ensures all direct client and internal communications are professional, accurate, and timely Follows up on open tickets to ensure timely resolution and client satisfaction Cross-Functional Issue Management & Escalation Opens JIRA tickets and other internal tracking systems for issues requiring cross-functional support Actively follows up on all internal tickets through to resolution, maintaining accountability for outcomes Drives collaboration across departments for timely issue and ticket resolution Escalates tickets that are not receiving appropriate action within reasonable timelines to management Maintains detailed tracking of escalated issues and communicates status updates to relevant stakeholders internally and externally Identifies tickets requiring client-facing activities, consulting expertise, or larger project planning and moves these tickets to appropriate queues for reassignment to Implementation Consultants or Project Managers Ensures proper handoff documentation when assigning tickets to other teams or specialists Monitors reassigned tickets to ensure appropriate progress toward resolution System Configuration & Technical
