Implementation Specialist

Who Are We Looking For

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Citylitics is seeking an Implementation Specialist to guide customers through configuration, kickoff, onboarding, workflow integration, and sustained platform adoption. Reporting to the Senior Manager of Customer Enablement, you will own implementation, adoption, and account health across a portfolio that includes some of our most complex customers, and be the escalation point when implementations get difficult.

You will be accountable for measurable time-to-value. You will translate customers’ business needs into platform configurations, CRM integrations, user workflows and enablement plans, then help users build Citylitics into how they prospect and plan. You will also support the sales process by configuring trials and advising Account Executives on the data most likely to show early value.

You are a seasoned, technically strong implementation lead who works independently. You run several implementations at once, lead technical conversations with customers’ sales leaders and IT teams, and are trusted to make judgement calls on scope, priorities and risk.

Vacancy Status: This position is for an existing and active vacancy that Citylitics is currently seeking to fill.

What Will You Accomplish?

Implementation and Time-To-Value

• Own customer implementations from sales handoff through configuration, onboarding, workflow integration, activation, and sustained usage.
• Translate customer goals and workflows into clear implementation plans aligned with the Account Manager’s account strategy.
• Deliver within time-to-value targets by managing dependencies, resolving blockers, and keeping stakeholders on schedule.
• Identify and address risks before they affect timelines or outcomes.

Account Leadership and Growth

• Own complex and at-risk accounts, including those going through change management, and manage resolution for critical implementation challenges.
• Partner with Account Managers on renewal and expansion strategy, using adoption data and Customer Wins to build the case.
• Drive customers to their first and repeat Customer Wins, and capture them for the team.

Platform Configuration and CRM Integration

• Own account configuration: search plans, data feeds, user access, auto-assignment and territory or regional setups.
• Lead CRM integrations end to end: scope requirements, map fields with the customer, test, and resolve issues with their IT team or CRM partner.
• Turn nuanced customer requirements into configurations that surface the most relevant insights for each user.
• Scope custom requests, assess feasibility with Data and Product, and set clear expectations with customers.

Adoption and User Enablement

• Own user activation, weekly active usage and workflow integration targets across assigned accounts.
• Lead kickoffs, onboarding sessions, data workshops, trainings, user 1:1s, and adoption reviews.
• Help customers embed Citylitics into prospecting, account and territory planning, pipeline generation and pipeline reviews.
• Use engagement data to spot adoption barriers and deliver targeted training, outreach, and workflow support.

User Support and Data Trust

• Respond confidently to challenging questions, often in real time on customer calls.
• Build trust by clearly explaining Citylitics’ data sources, coverage, methodology, and appropriate use.
• Investigate data concerns with our Data Operations team and close the loop with customers.
• Monitor live chat and respond promptly to users in assigned accounts.

Sales and Trial Support

• Partner with Account Executives to understand prospects’ priorities, workflows, and use cases.
• Configure trials that demonstrate the capabilities and data feeds most relevant to each prospect.
• Advise on trial success criteria and capture learnings for smooth handoff into implementation.

Operational Excellence

• Keep accurate implementation records and report on milestones, risks, time-to-value, activation and usage.
• Help shape the customer journey, onboarding package, and implementation playbooks, and turn customer feedback into clear product input.
• Help train and mentor Implementation Associates as the team grows.

Other Duties as assigned

Requirements

Experience

• 3+ years in implementation, onboarding, customer enablement, professional services, customer success or a related customer-facing role.
• Experience leading complex B2B SaaS implementations with multiple stakeholders.
• Proven record of moving customers from implementation to sustained product adoption.
• Experience working with sales leaders or other commercial stakeholders is strongly preferred.

Technical and project skills

• Strong technical aptitude; comfortable configuring complex software and learning new tools quickly.
• Working knowledge of CRM systems (e.g. Salesforce, HubSpot, Dynamics) and how leads, opportunities, and custom fields fit together.
• Strong project management: plans, milestones, dependencies, risks, and stakeholder responsibilities across multiple engagements.
• Comfortable holding customers accountable for agreed actions and timelines.
• Experience with Jira, SQL, BI tools or AI-assisted workflows is an asset.

Customer enablement

• Excellent facilitation, presentation and training skills, including with cautious or skeptical users.
• Ability to diagnose barriers and design targeted interventions.
• Experience creating customer-facing guides or workflow documentation is an asset.
• Familiarity with public infrastructure, engineering (AEC), water, or municipal markets is an asset.

Professional attributes

• Execution-oriented: keeps urgency and follows through on commitments.
• Highly organized: manages many customers and deliverables without losing visibility.
• Credible communicator: clear and calm under pressure.
• Proactive and data-driven: uses data to spot risks early and prioritize.
• Independent: makes sound calls on scope, priorities, and risk, without close oversight.

Benefits

Why Citylitics?

• This is a rare opportunity to influence positive change within one of the biggest societal challenges of our generation: sustainable public infrastructure
• You get to support a disruptive solution with a compelling value proposition into an industry that is eager to hear from you and in a market with no direct competition.
• We live at the cross section of infrastructure, scaleup and data science/AI. There is no other team like us in Toronto.
• There is no corporate bureaucracy here. You will accomplish more here in a few months than what you would in a few years at a large, entrenched technology company.
• We believe that Data and AI will play an outsized role in our future, so we equip every team member with access to Generative AI tools and our full Data Universe to enhance their productivity and encourage innovation through experimentation.
• We work hard, we play together, we win as a team! We are on a mission to solve infrastructure while savoring the moment and celebrating the little details along the way.

Citylitics is an equal opportunity employer. We are passionate about providing a safe workplace where everyone is accepted and has the opportunity to grow with us. We are committed to making diversity and inclusivity part of our culture!