Implementation Job Ladder

Implementation Coordinator

Demonstrates basic knowledge of the overall implementation process.
Understands the revenue generating activities of our business unit.
Is able to adhere to best practices as defined by their team and the larger organization.
Understands and acts according to team and organizational values and goals.
Is able to communicate with and take feedback from other Implementation Coordinators, with a focus on increasing knowledge base and accepting mentorship.
Is able to work autonomously on small, well-defined tasks. Asks for help and escalates blockers in a reasonable time frame.
Responds to escalated customer issues and incidents in a proactive, timely fashion.

Implementation Coordinator, Advanced

Is independently capable of leading a project.
Understands the revenue generating activities of our business unit and is successful in forecasting and meeting revenue targets.
Is able to critically consider and contribute to best practices as set by their team.
Is capable of providing mentorship for entry-level Implementation Coordinators.
Identifies flaws and suggests improvements.
Understands and acts according to team and organizational values and goals.
Is able to work and contribute with other teams.
Is capable of working on larger projects. Can estimate the size of tasks with reasonable accuracy. Escalates blockers and scope changes in a reasonable time frame.
Responds to escalated customer issues and incidents in a proactive, timely fashion.
Can contribute to sweeps and ironing out details around implementing new features.

Implementation Coordinator, Senior

Is able to critically consider and contribute to best practices.
Understands the revenue generating activities of our business unit and is successful in forecasting and meeting revenue targets. Is able to assist others in meeting their revenue targets.
Has obtained some technical knowledge of how our systems work together. Can triage customer issues using that knowledge, reading logs and using critical thinking. Are able to assist other team members in triaging their customer issues.
Is capable of providing mentorship for other Implementation Coordinators.
Is able to identify flaws and suggest improvements to process and open projects.
Understands and acts according to team and organizational values. Actively considers how these values affect our work.
Is able to work and contribute with other teams. Is called upon regularly to express their understanding.
Is capable of working on larger projects. Can estimate the size of tasks with reasonable accuracy. Escalates blockers and scope changes in a reasonable time frame.
Responds to escalated customer issues and incidents in a proactive, timely fashion.
Capable of representing the team in meetings.

Implementation Coordinator, Advisory

Is able to critically consider and contribute to best practices.
Understands the revenue generating activities of our business unit and is successful in forecasting and meeting revenue targets. Is able to assist others in meeting their revenue targets.
Has obtained some technical knowledge of how our systems work together. Can triage customer issues using that knowledge, reading logs and using critical thinking. Are able to assist other team members in triaging their customer issues.
Is capable of providing mentorship for other Implementation Coordinators.
Is able to identify flaws and suggest improvements to process and open projects.
Understands and acts according to team and organizational values. Actively considers how these values affect our work.
Is able to work and contribute with other teams. Is called upon regularly to express their understanding.
Is capable of working on larger projects. Can estimate the size of tasks with reasonable accuracy. Escalates blockers and scope changes in a reasonable time frame.
Responds to escalated customer issues and incidents in a proactive, timely fashion.
Capable of representing the team in meetings.

Implementation, Supervisor

Is able to critically consider and contribute to best practices.
Understands the revenue generating activities of our business unit and is leading in forecasting and meeting revenue targets. Helps the team in meeting their revenue targets and proactively reviews performance to ensure we’re meeting revenue.
Has obtained a good amount of technical knowledge of how our systems work together. Can triage customer issues using that knowledge, reading logs and using critical thinking works to resolve issues. Are able to assist other team members in triaging their customer issues.
Is capable of providing mentorship for other Implementation Coordinators.
Is able to identify flaws and suggest improvements to process and open projects.
Understands and acts according to team and organizational values. Actively considers how these values affect our work.
Is able to work and contribute with other teams. Is called upon regularly to express their understanding.
Is capable of working on larger projects. Can estimate the size of tasks with reasonable accuracy. Escalates blockers and scope changes in a reasonable time frame.
Responds to escalated customer issues and incidents in a proactive, timely fashion.
Capable of representing the team in meetings.
Act as a point of contact for escalations, provide guidance and instruction for the team and act as an overall resource.
Be responsible for team development through coaching, 1:1s, mentoring and assisting with the overall targets and PAS for the support team.
Assists in creating internal documentation in the form of Basecamp and Wrike updates and process documentation updates.
Act as a resource for training and development for new members of the team as they become proficient in their primary responsibilities.
Works with leadership and peers to identify and create new content/resources that can be used both internally and externally.
Assists as backup for other leadership members of the team during PTO or when necessary.

Implementation, Manager

Is able to critically consider and contribute to best practices.
Understands the revenue generating activities of our business unit and is leading in forecasting and meeting revenue targets. Helps the team in meeting their revenue targets and proactively reviews performance to ensure we’re meeting revenue.
Has obtained a strong technical knowledge of how our systems work together. Can triage customer issues using that knowledge, reading logs and using critical thinking. Are able to assist other team members in triaging their customer issues. Proactively reviews open customer issues to provide support and assistance to others.
Is capable of providing mentorship for other Implementation Coordinators and Implementation Supervisors.
Is able to identify flaws and suggest improvements to process and open projects.
Understands and acts according to team and organizational values. Actively considers how these values affect our work
Is able to work and contribute with other teams. Is called upon regularly to express their understanding.
Is capable of working on larger projects. Can estimate the size of tasks with reasonable accuracy. Escalates blockers and scope changes in a reasonable time frame.
Act as a point of contact for escalations, provide guidance and instruction for the team and act as an overall resource.
Be responsible for team development through coaching, 1:1s, mentoring and assisting with the overall targets and PAS for the support team.
Assists in creating internal documentation in the form of Basecamp and Wrike updates and process documentation updates.
Act as a resource for training and development for new members of the team as they become proficient in their primary responsibilities.
Works with leadership and peers to identify and create new content/resources that can be used both internally and externally.
Assists as backup for other leadership members of the team during PTO or when necessary.
Will help grow other leaders on the team through coaching and mentoring.
Thinks strategically about the future of our team and helps put plans into motion to continue to move forward.