Implementation Specialist

About Dockwa

Dockwa is revolutionizing the $60+ billion marine sector by establishing a definitive platform within a historically fragmented market. With over a decade of trusted relationships with marina operators and boaters, Dockwa is positioned to transform how marinas operate, especially amid rising private equity consolidation and increasing pressures on operators to professionalize their businesses.

Role Overview

The Implementation Specialist acts as a vital link between sales and customer success by helping new marina clients move from contract completion to confident users of the platform. This role involves guiding marinas through configuring the product, migrating data, integrating systems, and providing hands-on training to ensure each implementation is customized, timely, and sets a strong base for ongoing customer retention.

Reporting to Customer Success leadership, this position collaborates closely with sales, product, and success teams to facilitate smooth onboarding and transition phases, influencing key metrics such as time-to-value, product adoption, and retention.

Core Responsibilities

• Lead customer onboarding and implementation, customizing configurations, integrating systems, and preparing marinas for launch.
• Migrate and organize customer data, including pricing, inventory, contracts, and dock layouts.
• Set up POS and modular features tailored to operational requirements like Service, Rentals, or Fuel.
• Manage project timelines to ensure prompt launches with minimal obstacles.
• Adjust onboarding procedures based on customer size and technical complexity.
• Deliver comprehensive training sessions for various user groups to foster product usage and operational excellence.
• Develop and enhance training materials, onboarding documentation, and self-help resources to minimize support demands.
• Identify and address knowledge gaps through effective enablement content.
• Collaborate cross-functionally with Product, Sales, and Support to resolve implementation issues and provide cohesive communication.
• Gather and relay feedback from onboarding customers to inform product improvements.
• Work with Sales and Marina Success Managers to align expectations and assure seamless transitions to ongoing support.
• Highlight and escalate blockers or customer experience concerns to leadership.
• Oversee multiple simultaneous implementations, maintaining high-quality standards.
• Develop and refine implementation playbooks for diverse customer segments and product levels.
• Analyze implementation trends and suggest enhancements to processes.
• Support scaling of implementation operations in line with growing customer demand.

Required Qualifications

• Minimum 4 years’ experience in Implementation, Onboarding, Customer Success or related client-facing roles, ideally within SaaS or tech environments.
• Strong organization skills with a proven track record in managing several complex projects simultaneously.
• Excellent communication and instructional skills, able to simplify technical concepts for non-technical users.
• Familiarity with CRM systems and implementation tools; Salesforce experience is strongly favored.
• Detail-focused in managing data migration, configuration, and customer-facing documentation.
• Ability to juggle multiple priorities and adapt in fast-evolving settings.
• Interest in technology, boating, hospitality, or operational fields is an advantage.