Implementation Specialist Lead

Job Summary

The Implementation Specialist Lead oversees the client onboarding and account administration processes for a diagnostics services team. This role ensures high-quality client experiences by leading a team of Implementation Specialists, coordinating with internal departments, and maintaining accurate client data. The position requires strong organizational, leadership, and communication skills, as well as the ability to improve workflows and support the team in problem resolution.

Job Responsibilities

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  Lead and supervise Implementation team members, monitoring performance and providing guidance.

  
  
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  Assign and direct team tasks, participating in account administration as needed.

  
  
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  Execute timely new account set-ups and updates across software systems, ensuring data accuracy and documentation compliance.

  
  
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  Collaborate with Sales, Customer Support, IT, Finance, and other teams to maintain accurate client records.

  
  
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  Identify opportunities to improve Implementation processes and procedures while adhering to quality and compliance standards.

  
  
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  Oversee client onboarding, including scheduling and staffing training sessions and demonstrations.

  
  
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  Conduct or assist with client training sessions when necessary.

  
  
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  Assess client training lifecycle effectiveness, develop metrics, and report findings.

  
  
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  Escalate issues or concerns from team members through appropriate channels.

  
  
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  Identify, document, and resolve problems as they arise.

  
  
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  Perform additional duties as assigned.

  
  

Job Requirements

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  Strong organizational skills with attention to detail and ability to manage multiple priorities.

  
  
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  Experience in a corporate environment with a customer service focus.

  
  
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  Proven leadership and people management skills with 3-5 years of direct supervision experience.

  
  
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  Proficiency in Microsoft Excel, Word, and Outlook.

  
  
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  Excellent verbal and written communication skills.

  
  
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  Strong time management, analytical skills, and self-motivation.

  
  
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  Positive and helpful attitude with ability to work collaboratively.

  
  

Education

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  Four-year degree from an accredited college or university preferred but not required.

  
  

Work Experience

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  Minimum of 3-5 years of supervisory experience in a professional or corporate setting.

  
  
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  Experience in client account administration, onboarding, or related functions preferred.
  
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