About the Role Conversive (SMS Magic) is looking for an Onboarding & Implementation Specialist to join our US delivery team. This is a hands-on customer-facing role responsible for executing implementations, onboarding new customers, and ensuring successful go-lives across the US region. You'll work directly with customers to understand their requirements, configure the Conversive platform, deliver integrations, and guide them through to production - acting as the primary technical and process owner during the implementation lifecycle. Key Responsibilities • Execute end-to-end customer onboarding and implementation projects for APAC accounts • Conduct discovery and requirement-gathering sessions with customer stakeholders • Configure and set up the Conversive platform - messaging flows, templates, automations, integrations • Deliver Salesforce-native configurations, integrations, and use-case implementations • Support POC builds, demo setups, and customer testing cycles • Manage go-live activities, hypercare, and post-implementation handover to Customer Success • Maintain project hygiene in Jira - status updates, timelines, blockers, dependencies • Coordinate with Business Analysts, Solution Architects, and Engineering Leads for complex requirements • Document implementation steps, configurations, and customer-specific setups for future reference • Contribute to the team's reusable assets - templates, runbooks, and standard configurations Required Qualifications • 3-5 years of experience in SaaS implementation, customer onboarding, or technical delivery roles • Hands-on experience with Salesforce (Admin certification preferred); strong understanding of Salesforce configuration • Experience working directly with customers - requirement gathering, demos, training, and go-live support • Strong problem-solving skills and ability to translate business requirements into platform configurations • Excellent written and verbal communication skills • Ability to manage multiple concurrent implementations and prioritise effectively • Working hours flexibility to cover US business hours Preferred Qualifications • Experience with messaging platforms (SMS, WhatsApp, Voice), conversational AI, or chatbot deployments • Familiarity with integration tools, REST APIs, and middleware platforms • Salesforce Advanced Admin or Platform App Builder certification • Experience implementing solutions for customers in US market • Exposure to AI/agentic platforms or voice AI implementations What You'll Drive • Successful, on-time customer go-lives across US • Standardised implementation patterns and reusable assets • Strong customer relationships and high CSAT during onboarding