Implementation Specialist

The Implementation Specialist is a senior, customer-facing role responsible for leading on-site deployments from start to finish. This individual serves as the critical link between our internal product and technical teams and the customer's on-site personnel - including senior leadership. This is not a back-office role: the Implementation Specialist is physically present at customer sites, coordinating logistics, directing third-party technicians, and ensuring that complex technical work is translated into clear, professional communication the customer can trust. Success in this role requires equal parts project management, vendor oversight, and executive-level polish, as this person will regularly represent KoiReader Technologies in front of the customer's most senior stakeholders.

Key ResponsibilitiesProject Management

• Lead coordination for each physical deployment, planning activities, sequencing tasks, and keeping the engagement on schedule and on scope.
• Coordinate all teams involved in a deployment- procurement, logistics, internal, customer operations, and third-party - to ensure aligned timelines and clear ownership of tasks.
• Anticipate risks and bottlenecks during deployment and proactively resolve issues before they impact the customer's go-live date.

On-Site Coordination

• Partner with field personnel to coordinate logistics for all equipment and materials that need to be shipped to the customer site.
• Be physically present on-site to oversee unpacking, staging, and physical deployment of equipment.
• Direct and manage externally hired technicians on-site, ensuring work is performed to specifications, on schedule, and to a professional standard.
• Troubleshoot logistical and operational issues in real time to keep the deployment moving forward.
• Ensure compliance with customer site operations (security, facilities, IT) and coordinate approvals as required

Communication & Liaison

• Serve as the primary on-site liaison between KoiReader Technology's remote product and technical teams and the customer.
• Translate complex, technical requests and updates from the internal product team into clear, professional, and easily digestible communication for non-technical stakeholders.
• Provide regular status updates to internal stakeholders and customer leadership throughout the deployment lifecycle.
• Always maintain a highly professional demeanor - in dress, speech, and overall presentation - given the seniority of the customer stakeholders involved.

Vendor Management

• Manage third-party vendors and contracted technicians on-site, ensuring external teams perform smoothly and meet [Company Name]'s quality standards.
• Coordinate vendor schedules, deliverables, and on-site conduct to align with overall project timelines.
• Escalate and resolve vendor performance issues quickly to avoid deployment delays.

Skills & RequirementsRequired Experience

• 5+ years of experience in implementation, deployment, field operations, project management, or a related customer-facing technical role.
• Demonstrated experience managing on-site projects involving multiple stakeholders, vendors, and technical teams.
• Prior experience coordinating logistics for equipment shipping, staging, and physical installation.
• Experience directing or managing third-party contractors or technicians.
• Bachelor's degree or equivalent professional experience; PMP or similar project management certification is a plus.

Soft Skills

• Executive presence and a highly professional demeanor suitable for interacting with customer senior leadership.
• Exceptional verbal and written communication skills, with the ability to translate technical concepts for non-technical audiences.
• Strong organizational skills with the ability to manage multiple moving parts under time pressure.
• Confident, calm decision-making in dynamic, on-site environments.
• A natural relationship-builder who inspires trust with customers, vendors, and internal teams alike.

Technical Aptitude

• Comfortable working with technical product and engineering teams to understand deployment requirements.
• Ability to read technical documentation, installation guides, and product specifications.
• Basic familiarity with hardware/software deployment concepts (specific technical stack to be defined by KoiReader Technologies).

Travel Requirements

This role requires frequent travel to customer sites across the U.S., with visits often lasting multiple days. The Implementation Specialist should expect to travel approximately 90% of the time, depending on deployment schedules. On-site work may include physical activity such as unpacking and staging equipment, extended standing, and working in varied customer environments (offices, warehouses, industrial sites, etc.). A valid driver's license and the ability to travel via air and ground transportation are required.