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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Implementation Specialist - **Company:** PEARLY LLC - **Location:** Santa Barbara, CA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Software as a Service, Data Cleansing, Medical Software, Payment Service Provider, Software Configuration Management, Pylon Synchronization Software, Hubspot, Zendesk - **Published:** August 10, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f89a05873a066385 ## About the Role * 2-4 years in SaaS implementation, onboarding, or technical customer success * Strong project management skills with the ability to run multiple concurrent onboardings * Outcome/ROI oriented * Comfortable leading live software configuration and training sessions with non-technical end users * Detail-oriented and process-driven, with experience building or improving onboarding playbooks * Familiarity with tools like HubSpot and a support/CS platform (e.g., Pylon, Zendesk, Intercom) * Technical background is a plus - comfort with integrations, APIs, or PMS/software configuration helps with platform setup and troubleshooting during onboarding * Dental or healthcare software experience is a plus, but not required * Payment Services background a plus * Comfortable with startup ambiguity and evolving process ## Description The Implementation Specialist owns the post-contract onboarding lifecycle for every new Pearly account, regardless of segment - from Committed through Go-Live. This role is responsible for getting new practices fully configured, trained, and confident in the platform, then handing off a well-documented, "Adopted" account to the Account Management CSM for ongoing relationship management, retention, and expansion. Where the Account Management CSM owns the long-term customer relationship, the Implementation Specialist owns the critical first stretch: turning a signed contract into a live, functioning customer. This is a full life-cycle implementation role covering the entire book - SMB through Enterprise - rather than a single segment, and is a core seat in Pearly's CS model alongside the Account Management CSM., Onboarding Delivery * Own onboarding for all newly signed accounts across every segment, managing pacing and prioritization across a mixed caseload. * Lead structured kickoff calls that define scope, timeline, stakeholders, and success criteria with each practice. * Configure the Pearly platform - PMS integration, payment setup, user permissions, and workflows - to match each practice's specific needs. * Run live training sessions for practice staff and providers, ensuring functional competency before go-live. * Track onboarding milestones and early account-health signals in Pylon, escalating risk early. Cross-Functional Coordination * Validate the automated HubSpot Pylon handoff at Committed, confirming segment and account data are accurate before kickoff. * Partner with the CSM on a documented go-live handoff once an account reaches "Closed Won" status. * Surface technical or product gaps discovered during implementation to cross-functional stakeholders, with clear reproduction detail and proposed solutions (where applicable). * Provide light Support queue coverage for overflow and PTO backfill, consistent with the team's shared coverage model. Process & Documentation * Help build and maintain onboarding playbooks, templates, and segment-specific workflows as the customer base grows. * Identify recurring onboarding friction points and propose process or tooling improvements. Success Metrics * Time-to-go-live from Committed to Closed Won status * Onboarding CSAT / NPS * % of accounts reaching "Adopted" status within target window * Handoff quality, based on CSM feedback on handoff completeness * Data hygiene at close (segment field populated and accurate on HubSpot deals) ## Related Videos - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [RPA in the Public Sector](https://www.wearedevelopers.com/videos/86-rpa-in-the-public-sector) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Why make use of an integration platform in today's software developments and infrastructure?](https://www.wearedevelopers.com/videos/758-why-make-use-of-an-integration-platform-in-today-s-software-developments-and-infrastructure) - [Anomaly Detection - Using unsupervised Machine Learning for detecting anomalies in customer base](https://www.wearedevelopers.com/videos/6-anomaly-detection-using-unsupervised-machine-learning-for-detecting-anomalies-in-customer-base) ## Related Articles - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Best X (Twitter) Accounts for Developers](https://www.wearedevelopers.com/magazine/294-the-best-x-twitter-accounts-for-developers)