Implementation Specialist

At Orchid Software Solutions, we strive to provide exceptional software to improve the assisted reproduction technology industry through tailored applications designed to increase efficiencies and transparency for the industry as a whole.

The Role

As an Implementation Specialist, you will often be the client’s first interaction with Orchid, setting the tone for a strong, trusting partnership. You will lead new client onboarding and deployment of Orchid’s CRM from kickoff through go-live, and you will support existing clients from time to time as needs arise. You will translate client workflows into system configuration, guide best practices, train end users, troubleshoot issues, and partner closely with our product and development team when gaps or enhancements are needed. This is a highly client-facing role for someone who is organized, consultative, and comfortable managing multiple implementations at once, with strong interpersonal skills and a natural ability to build rapport and confidence with clients.

What you will do

• Lead implementations end-to-end: discovery, requirements, configuration, testing, training, and go-live support.
• Build strong relationships with new and existing clients; serve as a trusted advisor during rollout and beyond.
• Configure the CRM to match real-world workflows; document decisions and system setup clearly.
• Train client teams on system usage and best practices to drive adoption and long-term success.
• Monitor client health and proactively identify risks, issues, and improvement opportunities.
• Troubleshoot technical and workflow issues; escalate bugs and product requests with clear detail and priority.
• Partner with internal teams to improve implementation processes, documentation, data integrity, and system maintenance practices (security, backups, duplicates, etc.).

What you bring

• Experience in a client-facing software implementation or technical support role.
• Strong troubleshooting and problem-solving skills; you can break down complex issues and find a path forward.
• Excellent written and verbal communication; you can run meetings, train users, and document clearly.
• Working knowledge of CRMs and project tools (e.g., Salesforce, HubSpot, Asana, Jira, etc.).
• Ability to manage multiple clients/projects simultaneously, stay organized, and follow through.
• Comfort working independently in a fast-moving environment while collaborating closely with a team.

Preferred

• Experience supporting fertility, surrogacy, egg donation, sperm donation, or clinic program workflows (or strong familiarity with these ecosystems).
• 2–3 years of experience in a technical support, implementation, or customer success role.

Job Type: Full-time

Salary: $45,000.00 - $55,000.00 per year

Work Location:

• Fully Remote

This Company Describes Its Culture as:

• Detail-oriented -- quality and precision-focused
• People-oriented -- supportive and fairness-focused
• Outcome-oriented -- results-focused with strong performance culture
• Team-oriented -- cooperative and collaborative

Company's website:

https://www.orchidsoftsolutions.com