Implementation Specialist

We're seeking a client-focused and detail-oriented Implementation Specialist to join our team. Reporting to the Implementation Manager, this role is responsible for onboarding new Filing Services, Tax API, Diligent Search API, and Connect partners. The Implementation Specialist serves as a product subject matter expert for both partners and internal departments, applying strong project management skills and surplus lines knowledge to deliver a seamless client experience.

Success in this role requires strong critical thinking, organizational discipline, and a genuine commitment to client outcomes – working independently in a supported environment while collaborating closely with teammates across the organization.

Key Responsibilities

• Guide partners through a successful end-to-end onboarding experience, serving as their primary point of contact throughout the implementation process
• Collaborate with Filing Services and Customer Success Managers to ensure smooth partner handoffs and a consistent client experience
• Manage site configurations and data imports, applying a core understanding of InsCipher portal functions and workflow logic
• Apply project management principles to implementation projects – managing timelines, tracking milestones, and keeping stakeholders informed throughout
• Apply knowledge of the surplus lines insurance industry, tax filing requirements, and state-specific rules to guide clients and support implementation decisions
• Assist with client outreach and the collection of state information, and advise clients on state requirement changes as needed
• Drive post-implementation Net Promoter Scores and consistently meet department KPIs around implementation timelines, effort, and efficiency
• Work independently, take initiative, and collaborate cross-functionally to support broader department and company goals
• Required to perform other duties as requested, directed, or assigned

Requirements and Qualifications

• Bachelor's degree or equivalent experience preferred
• 2+ years of SaaS implementation experience
• 2+ years of customer service experience, preferably in a client-facing implementation or support role
• Surplus lines tax filing, compliance, or general insurance knowledge preferred
• Strong project management and organizational skills with the ability to manage multiple implementations simultaneously
• Experience working with CRM tools and client-facing support ticketing software preferred
• Excellent verbal and written communication skills with the ability to manage client relationships professionally and clearly
• Comfortable working independently in a supported environment while remaining collaborative across teams

Perks

• Health, dental, and vision plans
• Amazing work-life balance with 4 weeks of Paid Time Off
• 10 Paid Company Holidays with 2 floating holidays
• 401K Programs with employer match
• Personal assistance programs for support in a healthy personal and work life

Why InsCipher?

At InsCipher, you'll join a team of disruptors, innovators, and forward-thinkers. We're not just changing the game; we're creating a new one. We offer a dynamic, inclusive work environment where your ideas are valued, and your contributions lead to real change. With us, you'll have the opportunity to:

• Work on cutting-edge projects that are reshaping an industry
• Collaborate with a team of passionate, like-minded professionals
• Enjoy a culture that values flexibility, innovation, and personal growth

Compensation Range: $70/yr - $85k/yr

We are proud to be an equal-opportunity employer. We are committed to providing equal opportunities to all qualified applicants, regardless of race, color, religion, sex, national origin, disability, or any other legally protected characteristics. 

If you need accommodation, please let us know during the interview process.