Implementation Specialist

About the Role

We're building a team of Implementation Specialists to be the technical hands that switch Claude on inside our largest customers. This is not an adoption or enablement role , those sit with our Customer Success Managers and Technical Specialists. Your job is technical deployment, security credibility, and clean handoffs.

You'll spend your time inside customer identity providers , Okta, Entra ID, Ping, Google Workspace , on working sessions with customer IT and IAM leads, debugging SAML assertions and SCIM attribute mappings, and authoring the runbooks that make every downstream hour of CS and Enablement investment compound instead of evaporate.

Responsibilities

• Configure and troubleshoot SSO (SAML, OIDC), SCIM/JIT provisioning, MCP connectors, admin policy templates, and seat-assignment logic across Okta, Entra ID, Ping, and Google Workspace observed as part of setup.
• Deliver informative transitions to Support for deeper issues that require investigation and/or engineering support
• Run technical working sessions with customer IT, IAM, and security leads , including CISOs at F500 scale , explaining our security model, shared-responsibility boundaries, and data-handling posture
• Anticipate what a regulated customer's security review will ask (SOC 2, ISO 27001, HIPAA, FedRAMP) and partner with our AI Security Specialist when needed
• Diagnose identity edge cases live on calls: broken SAML assertions, misconfigured SCIM attribute maps, group-filtering issues, tenant-provisioning quirks
• Author Deployment Runbooks that the CSM inherits at handoff , as-built environment, admin contacts, known issues, support tier , so adoption starts warm
• Contribute to repeatable playbooks and admin documentation that shape how the IS function scales , you'll be one of our first hires, so what you build becomes the template

Requirements

• 5-7+ years in a customer-facing technical role , Technical Account Managers, Technical Onboarding, Technical Support, Solution Architects or technical consulting
• 4+ years of hands-on, sustained ownership of enterprise identity integration work , SAML, OIDC, SCIM v2, JIT provisioning, across at least two major IdPs (Okta, Entra ID, Ping, Google Workspace) and familiarity with Work OS
• Senior candidates should have experience having led the Implementation Specialist function or built deployment playbooks from scratch at a prior company
• Proven track record running multiple concurrent enterprise deployments at F500 scale, with documented handoffs
• Customer-facing technical communication skills that hold up under pressure
• Working knowledge of enterprise security and compliance frameworks (SOC 2, ISO 27001, HIPAA, FedRAMP) sufficient to anticipate and answer customer security reviews
• Experience in regulated industries: financial services, healthcare, pharma, public sector and with the security-review rigor they require
• Portfolio discipline, you document as you go, you hit milestones you've committed to, and you don't drop balls across 5–10 concurrent threads
• Prior experience at an enterprise SaaS or AI/ LLM vendor with a heavy admin/IdP surface (e.g., identity, collaboration, security, or productivity platforms)
• Exposure to AI/LLM products or agentic systems
• Familiarity with Claude specific concepts like Skills, MCP, and Plugins
• Experience partnering with SI / GSI delivery partners in an ecosystem attach model

Logistics

• Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience
• Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience
• Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position
• Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.
• Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.