Implementation Specialist

About Dockwa

Dockwa is helping modernize the marine industry, a market worth more than $60 billion. Over the past 12 years, the company has built strong credibility with marina operators and boaters and now holds a leading position in a fragmented industry that is ready for change.

The marina sector is going through a significant transition. Consolidation backed by private equity is increasing, and operators are under growing pressure to manage marinas as genuine businesses rather than lifestyle assets. That shift creates an opportunity for Dockwa to become the core operating platform for an industry that has not previously had one.

About the Role

As an Implementation Specialist, you will be responsible for the key handoff from sale to successful adoption. Your job is to take new marina customers from signed contract to confident, productive use of the platform. You will lead customers through setup, data transfer, integrations, and training so each launch is customized, completed on time, and positioned for long-term retention.

This position reports into Customer Success leadership and works across Sales, Product, and ongoing Customer Success. You will coordinate with Account Executives during the transition from sales, partner with Product on more complex setup needs, and work alongside Marina Success Managers to ensure a smooth move from implementation to ongoing support.

Your work may include helping marinas move to digital contracts, setting up POS tools, and transferring dock maps. The quality of your work will directly influence time-to-value, product usage, and gross retention as the business scales.

Core Responsibilities

• Lead marina customers through onboarding, platform configuration, integrations, and readiness for go-live.
• Transfer and set up customer information such as pricing, inventory, contracts, and dock maps.
• Configure POS functionality and relevant modular features like Service, Rentals, and Fuel based on each marina’s needs.
• Track implementation schedules and keep projects moving toward timely launches with minimal disruption.
• Adjust onboarding plans according to customer size, operational complexity, and level of technical knowledge.
• Run training sessions that support product adoption and operational success for different types of users.
• Build, update, and improve training guides, onboarding materials, and Help Center articles.
• Provide practical, easy-to-follow product training for marina staff with a wide range of technical abilities.
• Create customer resources that reduce support needs and encourage self-service learning.
• Spot recurring questions and develop enablement content to close knowledge gaps.
• Work with Product, Sales, and Support to resolve implementation obstacles and keep messaging consistent.
• Gather and summarize customer feedback during onboarding to help shape product enhancements and roadmap decisions.
• Partner with Sales during handoff so that implementation expectations match what was promised.
• Coordinate with Marina Success Managers to ensure a seamless transition from implementation to ongoing support.
• Escalate blockers, technical issues, and customer experience concerns to leadership when needed.
• Handle several implementations at once while preserving quality and strong attention to detail.
• Develop and improve implementation playbooks for different customer types and product packages.
• Identify common implementation challenges and recommend ways to improve the process.
• Help scale implementation operations as customer volume increases.

Requirements

• At least 4 years of experience in implementation, onboarding, customer success, or a similar customer-facing role, ideally in SaaS or technology-led businesses.
• Strong planning and organization skills, with the ability to manage multiple complex projects at the same time.
• Excellent communication and training ability, including the skill to explain technical ideas to non-technical users.
• Hands-on experience with CRM and implementation tools; Salesforce experience is especially preferred.
• Careful, detail-focused approach to data migration, system setup, and customer-facing documentation.
• Ability to juggle priorities, adapt quickly, and perform well in a fast-moving environment.
• Interest in technology, boating, hospitality, or operations is a plus.

Additional Information

This is a full-time onsite position based in the United States.