About the position
Role Purpose
The Implementation Coach is responsible for ensuring new customers are fully configured, trained, and confidently using the platform as quickly and smoothly as possible.
The primary focus of this role is activation velocity and onboarding quality - reducing onboarding friction, building customer confidence, and setting customers up for long-term success, adoption, and retention.
This role partners closely with the Account Manager from consultation through activation and continues supporting customers during their first 12 months to ensure successful platform adoption and sustained usage.
What Success Looks Like
Success in this role means:
- Customers are configured and operational quickly and efficiently
- Systems are accurately set up from consultation through onboarding
- Customers confidently and independently use the platform
- Users are added, trained, and actively engaging with the system
- Positive Proof of Concept (POC) outcomes are achieved
- Onboarding delays, friction, and rework are minimised
- Risks are identified early and managed proactively
- Strong collaboration exists with Account Managers throughout the journey
- Customers reach full activation and maintain consistent usage
- Company values are demonstrated in every customer interaction
Key Responsibilities
System Configuration
- Configure the platform according to customer operational requirements
- Set up workflows, forms, checklists, permissions, automations, and settings
- Assist customers with integrations, imports, and configuration needs
- Train customers on correct user setup and verification
- Ensure systems support both onboarding success and long-term operational use
Onboarding & Coaching
- Deliver structured onboarding and training sessions (1:1 and group)
- Guide customers on best practices and operational workflows
- Adapt coaching style based on customer capability and business complexity
- Build customer confidence and platform independence
- Maintain momentum and accountability throughout onboarding
Activation Management
- Track customer activation progress from subscription to full activation
- Ensure onboarding milestones are completed, including:
- User setup and verification
- Full platform training
- Positive Proof of Concept (POC)
- Configuration completion
- Consistent platform usage
- Prevent onboarding stalls and maintain activation momentum
- Drive urgency and ownership around activation outcomes
Risk Management
- Identify risks, delays, low engagement, or usage gaps early
- Escalate concerns proactively to Account Managers and leadership
- Collaborate to recover stalled or at-risk customer accounts
- Maintain customer engagement toward activation goals
CRM & Operational Management
- Support Account Managers on activation-related deals
- Maintain accurate CRM records and onboarding notes
- Ensure all onboarding opportunities have clear next actions
- Log customer engagements, training sessions, and progress updates
- Maintain visibility on onboarding health, engagement, and usage
Skills & Competencies
- Strong communication and coaching ability
- High attention to detail and organisational skills
- Ability to manage multiple onboarding projects simultaneously
- Customer-focused mindset with strong problem-solving capability
- Ability to build trust and customer confidence
- Strong sense of urgency and accountability
- Comfortable leading training sessions and customer engagements
- Ability to simplify technical concepts into practical workflows
- Process-driven with strong follow-through
Preferred Experience
- Experience in SaaS onboarding, implementation, customer success, or activation roles
- Experience working with CRM systems such as HubSpot
- Experience training customers on software platforms
- Understanding of operational or field service environments advantageous
- Experience managing onboarding projects and customer activation journeys
Key Measures of Success
- Activation rate and activation speed
- Time to full customer adoption
- Customer engagement and usage levels
- Completion of onboarding milestones
- Reduction in onboarding delays and churn risk
- Customer confidence and independence on the platform
- CRM hygiene and onboarding process adherence
Reporting Structure
Reports to: Head of Sales & Success
Works closely with:
- Account Managers
- Customer Success Team
- Support Team
- Leadership Team
Remuneration:
Salary -R20,000.00 + Monthly incentives (Average around R6,000) paid based on customer activation levels
Potential OTE : On average over the past 3 months the Coaches have earned around R26k per month.
(Negotiable, based on skills, experience and in relation to current package)
Desired Skills:
