What are the responsibilities and job description for the Implementation Engineer (Customer Onboarding) position at EDMO?
Company Description
At EDMO, we're transforming how universities attract, evaluate, and admit students. Our AI-driven platform combines Document Intelligence, Conversation Intelligence, and System Intelligence to simplify the entire admissions journey — reducing what used to take weeks into just hours.
Role Overview
We’re hiring a customer-focused Implementation Engineer to support pre-sales, onboarding, and day‑to‑day customer success. You’ll enable customers to get value quickly by running demos, configuring the product, assisting with integrations, and troubleshooting issues — working closely with Sales, Implementation, and Engineering when needed.
Key Responsibilities
• Run product demos and technical walkthroughs for prospective and existing customers.
• Lead onboarding activities: configure accounts, set up data mappings, and support UAT and go‑live.
• Troubleshoot customer issues; reproduce problems, identify causes, and coordinate fixes with engineering.
• Assist with basic integrations (APIs, webhooks) and data sync checks; escalate complex integration design to senior engineers.
• Create clear how‑to guides, runbooks, and customer-facing documentation.
• Gather customer feedback and communicate needs to Product and Engineering.
• Help drive adoption and ensure customers realize value from EDMO.
Required Experience
• 2–4 years in Solutions Engineering, Implementation, Customer Success, or similar customer‑facing technical roles (SaaS experience preferred).
• Comfortable running demos and walking non‑technical stakeholders through product workflows.
• Practical familiarity with REST APIs/webhooks or working alongside integration teams.
• Experience with CRMs or student information systems (Salesforce, Slate, Ellucian) is a plus.
• Strong communication, troubleshooting, and customer empathy.
Nice to Have
• Exposure to higher education technology or conversational AI.
• Basic SQL or data‑mapping experience.
Skills & Attributes
• Customer‑centric mindset; prioritizes clear communication and rapid resolution.
• Collaborative, calm under pressure, and able to escalate appropriately.
• Hands‑on problem solver with good attention to detail.
Why EDMO?
• Make measurable impact: speed admissions and improve outcomes for students.
• Learn and grow quickly with mentorship and cross‑functional exposure.
• Collaborative, fast‑moving team and competitive rewards: salary, equity, flexible time off, and benefits.