Implementation Specialist

Location: Greater Chicago, IL Area - River North at Illinois and La Salle

Work Arrangement: Hybrid – 3 Days In-Office

Compensation: 75,000–90,000 OTE + Equity

Reports To: Head of Customer Operations

About Goose:

Goose is a fast-growing technology company transforming the pet services industry through its next-generation operating system.

Our software helps pet boarding, daycare, grooming, and training businesses simplify their daily operations, manage reservations, improve customer experiences, and drive business growth. From booking to back-office management, Goose provides an all-in-one solution designed to help pet service businesses operate more efficiently.

With strong early product reception and growing market excitement, we're building a platform that is modernizing how pet service businesses operate.

We're looking for motivated, customer-focused individuals who are excited to join a growing team, make a meaningful impact, and help shape the future of pet services technology.

About the Opportunity:

We are seeking a highly organized, detail-oriented, and customer-focused Implementation Specialist to join our Customer Operations team.

In this role, you will be responsible for guiding new customers through the implementation and onboarding process, ensuring they have a smooth transition onto the Goose platform and are equipped to use our software successfully.

You will serve as a primary point of contact throughout implementation, helping customers navigate onboarding, troubleshoot challenges, understand product functionality, and achieve a successful launch.

This position is ideal for someone who enjoys working directly with customers, managing multiple projects, solving problems, and creating positive customer experiences.

As part of a growing organization, you'll also have the opportunity to collaborate closely with leadership, contribute to process improvements, and play an important role in shaping the customer onboarding experience.

Key Responsibilities:

Customer Onboarding & Implementation

• Own and manage the end-to-end onboarding and implementation process for new customers.
• Guide customers through each stage of implementation, ensuring a smooth and timely transition onto the Goose platform.
• Establish clear implementation timelines, expectations, milestones, and deliverables.
• Ensure customers are properly set up, trained, and prepared to successfully use the platform.

Customer Relationship Management

• Serve as the primary point of contact for customers throughout the implementation process.
• Build strong relationships with customers by providing consistent communication, guidance, and support.
• Proactively address customer questions, concerns, and challenges throughout onboarding.
• Deliver a positive implementation experience that establishes a foundation for long-term customer satisfaction and success.

Project Management & Problem Solving

• Manage multiple customer implementations simultaneously while maintaining organization and attention to detail.
• Monitor implementation progress, identify potential roadblocks, and proactively develop solutions.
• Troubleshoot onboarding challenges and escalate technical or operational issues when necessary.
• Keep customers informed of progress, next steps, and any changes to implementation timelines.

Cross-Functional Collaboration

• Partner closely with Sales, Product, and Customer Support teams to ensure seamless customer handoffs.
• Communicate customer feedback, implementation challenges, and opportunities for improvement to internal stakeholders.
• Collaborate with the Head of Customer Operations and other team members to continuously improve the onboarding experience.

Training & Process Improvement

• Provide customers with the training, guidance, and resources needed to confidently use Goose's software.
• Help customers understand platform functionality, best practices, and available self-service resources.
• Maintain accurate implementation documentation, customer records, and project updates.
• Identify opportunities to streamline onboarding workflows, improve internal processes, and enhance customer outcomes.

What We're Looking For:

Required Qualifications

• 1–3 years of professional experience in software implementation, customer onboarding, customer success, or a related customer-facing role.
• Strong organizational and project management skills, with the ability to manage multiple customers, priorities, and deadlines simultaneously.
• Excellent written and verbal communication skills, with the ability to explain processes clearly and build trust with customers.
• Experience using customer relationship management (CRM), customer support, or project management platforms such as Salesforce, HubSpot, Asana, Trello, or similar tools.
• Strong problem-solving abilities and a proactive approach to identifying and resolving challenges.
• Ability to work effectively with cross-functional teams and communicate with a variety of stakeholders.
• A customer-first mindset and genuine commitment to delivering an exceptional customer experience.

Preferred Qualifications

• Previous experience implementing or onboarding customers onto a SaaS or technology platform.
• Experience working with businesses in the pet services, hospitality, restaurant, fitness, or other service-based industries.
• Familiarity with customer self-service platforms, tools, or solutions.
• Experience working in a startup or fast-growing technology environment.

What Makes Someone Successful at Goose:

Beyond professional experience, we're looking for someone who brings the right mindset and approach to their work.

The ideal candidate is:

• Proactive and Self-Motivated: Takes ownership of responsibilities, identifies what needs to be done, and follows through without constant direction.
• Customer-Focused: Genuinely enjoys helping people, building relationships, and creating positive customer experiences.
• Highly Organized: Can confidently manage competing priorities, multiple implementations, and detailed project timelines.
• Solutions-Oriented: Approaches challenges with curiosity, adaptability, and a willingness to find practical solutions.
• Collaborative: Enjoys working with others, values open communication, and contributes to shared team success.
• Adaptable: Thrives in a growing environment where processes evolve, priorities shift, and new opportunities emerge.
• Detail-Oriented: Understands that a successful implementation depends on accuracy, follow-through, and consistent communication.

Compensation & Benefits:

Goose offers a competitive compensation package and the opportunity to grow alongside an expanding technology company.

• Compensation: 75,000–90,000 OTE, depending on experience.
• Equity: Opportunity to participate in company equity.
• Health, Dental & Vision Insurance: Goose covers 85% of employee premiums and 60% of dependent premiums.
• Flexible Paid Time Off: Includes vacation, sick leave, personal days, and 6 company holidays.
• Professional Growth: Opportunities for career development, skill-building, and advancement.
• Collaborative Environment: Work closely with a motivated team and company leadership while contributing to the growth of an innovative software platform.

Why Join Goose?

At Goose, you'll have the opportunity to make a meaningful impact at a growing technology company that's transforming an underserved industry. As an Implementation Specialist, you'll play a key role in helping customers successfully adopt our platform, build strong relationships, and establish the foundation for long-term success. If you're passionate about customer experience, enjoy solving problems, and want to grow your career in a collaborative, fast-paced environment, we'd love to hear from you.