About the Role
Conversive (SMS Magic) is looking for an Onboarding & Implementation Specialist to join our US delivery team. This is a hands-on customer-facing role responsible for executing implementations, onboarding new customers, and ensuring successful go-lives across the US region.
You'll work directly with customers to understand their requirements, configure the Conversive platform, deliver integrations, and guide them through to production - acting as the primary technical and process owner during the implementation lifecycle.
Key Responsibilities
- Execute end-to-end customer onboarding and implementation projects for APAC accounts
- Conduct discovery and requirement-gathering sessions with customer stakeholders
- Configure and set up the Conversive platform - messaging flows, templates, automations, integrations
- Deliver Salesforce-native configurations, integrations, and use-case implementations
- Support POC builds, demo setups, and customer testing cycles
- Manage go-live activities, hypercare, and post-implementation handover to Customer Success
- Maintain project hygiene in Jira - status updates, timelines, blockers, dependencies
- Coordinate with Business Analysts, Solution Architects, and Engineering Leads for complex requirements
- Document implementation steps, configurations, and customer-specific setups for future reference
- Contribute to the team's reusable assets - templates, runbooks, and standard configurations
Required Qualifications
- 3-5 years of experience in SaaS implementation, customer onboarding, or technical delivery roles
- Hands-on experience with Salesforce (Admin certification preferred); strong understanding of Salesforce configuration
- Experience working directly with customers - requirement gathering, demos, training, and go-live support
- Strong problem-solving skills and ability to translate business requirements into platform configurations
- Excellent written and verbal communication skills
- Ability to manage multiple concurrent implementations and prioritise effectively
- Working hours flexibility to cover US business hours
Preferred Qualifications
- Experience with messaging platforms (SMS, WhatsApp, Voice), conversational AI, or chatbot deployments
- Familiarity with integration tools, REST APIs, and middleware platforms
- Salesforce Advanced Admin or Platform App Builder certification
- Experience implementing solutions for customers in US market
- Exposure to AI/agentic platforms or voice AI implementations
What You'll Drive
- Successful, on-time customer go-lives across US
- Standardised implementation patterns and reusable assets
- Strong customer relationships and high CSAT during onboarding