Implementation Specialist Job Description

Computer software and systems sales involve lots of different team members to help customers through the process. The implementation specialist is one of those roles. Implementation consultant duties focus on supporting customers after they make a purchase, and this role lets you put your tech skills and customer service talents to work.

Implementation Specialist Definition

The salesperson focuses on selling computer software and systems, but after the sale, the salesperson moves on to the next prospect to make another sale. That's when a new team becomes responsible for servicing the product.

The team often has an engagement manager, who looks after the ongoing client relationship, and at least one implementation specialist who performs the setup, configuration, customization and installation of the system the client purchases. The implementation team ensures each client has a positive experience and gets what they need out of the products they purchase. It's a mix of technical skills and customer service to get the product ready for the client and ensure they know how to use it.

Systems Specifications

An implementation specialist meets with the client after a sale to collect data, documents and other information and create specifications that describe how the system will be implemented for the client. Following the meeting, the specialist creates a project plan and schedule that lists each task in the implementation project, the person with accountability for the task and the task's due date. Specialists distribute the project plan to the entire team to get their feedback and confirm the project milestone dates.

Setup and Customization

Configuring and customizing a system to match the specifications is a significant part of the implementation specialist's job. Specialists follow established procedures to format and import client data, modify the database and database dictionary, design custom screens, set up custom calculations and create custom reports. This step ensures the system meets the specific needs of the client based on the information previously collected.

Implementation specialists often use video conferencing to work interactively with clients as they have questions or need additional information. They may also keep in touch to get client feedback or approval at key milestones to make sure the project is on track and what they client expects. It's important for specialists to document the customizations that they make and include the documentation as a special appendix to standard system documentation. This documentation becomes a reference for the client once they system is up and running.

Project Management

Another part of the implementation technician job description is project management. An implementation specialist manages the project schedule and budget to help keep everything on track. Specialists keep everyone on the project team informed regarding key deliverables and milestones in the project. This ensures everyone knows when they need to complete their parts of the job to keep things on schedule.

If the client is late providing data or information, the implementation specialist may adjust the dates on the schedule accordingly. If the client asks for additional configuration beyond the initial scope of the implementation, the specialist creates a time and cost estimate for performing the extra work. Sometimes the changes involve meeting with the engagement manager and the client to negotiate the new project scope.

Client Training and Approval

Implementation specialists ensure that the client has the appropriate hardware and required software to use the system after it's installed. They demonstrate the customized system to the client and get client sign-off prior to installing it or providing the client with access to it. After the client attends training, implementation specialists provide initial support to answer specific questions regarding the setup and configuration. They gradually transition the client to the help desk for ongoing routine support.