Marchex Inc.
Technical Implementation & Operations Specialist
Remote - Full Time
Marchex has been delivering innovative revenue generation and business optimization solutions for our customers since our founding, and as a public company since 2004. Our market-leading and award-winning conversation intelligence platform helps businesses gain the strategic insights needed to act immediately and win more business.
Job Overview
At Marchex, customer success and satisfaction are a top priority. The Technical Implementation and Operations Specialist supports this mission by enabling smooth onboarding experiences and delivering operational support to the Customer Success organization. This role ensures accounts are accurately configured, internal teams are fully enabled, and workflows are optimized for scale. The ideal candidate is detail-oriented, technically adept, and passionate about building solutions that improve both team workflows and the customer experience.
Job Impact
The Technical Implementation and Operations Specialist plays a key role in supporting the Customer Success organization by enabling smooth client onboarding and driving internal operational efficiency. This role is responsible for onboarding support activities such as new account setup, call tracking campaign implementation, and account configuration. On the support operations side, the specialist helps drive internal enablement by creating training resources, developing process documentation, and building tools that empower the Customer Success team to deliver a high-quality client experience. This role also contributes to backend solutions that enhance platform self-service capabilities and operational efficiency across the organization.
Team
The Marchex Customer Success Team is dedicated to helping customers achieve their goals. As part of the team, you are responsible for optimizing Marchex’s value in the eyes of the clients by providing them with useful resources, timely and reliable support. As a team we are focused on fostering and developing a mutually beneficial relationship between Marchex and the customers we partner with.
Outline of Duties and Responsibilities
Client Onboarding and Enablement = 40%
Customer Success Operations = 40%
Professional Services Implementation = 20%
Experience, Skills and Qualifications
Working Conditions
The job conditions for this position are in a standard office setting and may be fully or partially remote. Employees in this position use PC and phone on an ongoing basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.
Benefits:
Marchex is committed the wellbeing of our employees. To ensure that every employee has the support they need Marchex offers a comprehensive benefits package. Some of these benefits may include, but are not limited to: Medical, Dental, Vision insurance; Life & Disability, Employee Assistance Program, Paid Holidays, Generous PTO, and Retirement Savings (401k/ RRSP). The benefits package offered may differ by location.
*Compensation:
Compensation range listed above may include base salary and short and/or long-term incentives. Exact compensation may vary based on skills, experience, and location.
Marchex’s commitment to diversity:
We value a diverse workplace. Marchex is committed to employ people from diverse backgrounds and we actively demonstrate inclusiveness through fair, equitable and accessible hiring practices. We recognize the strength that comes from different experiences, backgrounds and perspectives and welcome candidates who identify as visible minorities, Indigenous people, persons with disabilities, and persons within the LGBTQ+ community. We feel it is important as an organization that all people have access and opportunity to be employed, to be valued and to be respected. Accommodations for job applicants with disabilities will be provided upon request during the recruitment, assessment, selection and placement process. Alternative format available on request.
Job Overview
At Marchex, customer success and satisfaction are a top priority. The Technical Implementation and Operations Specialist supports this mission by enabling smooth onboarding experiences and delivering operational support to the Customer Success organization. This role ensures accounts are accurately configured, internal teams are fully enabled, and workflows are optimized for scale. The ideal candidate is detail-oriented, technically adept, and passionate about building solutions that improve both team workflows and the customer experience.
Job Impact
The Technical Implementation and Operations Specialist plays a key role in supporting the Customer Success organization by enabling smooth client onboarding and driving internal operational efficiency. This role is responsible for onboarding support activities such as new account setup, call tracking campaign implementation, and account configuration. On the support operations side, the specialist helps drive internal enablement by creating training resources, developing process documentation, and building tools that empower the Customer Success team to deliver a high-quality client experience. This role also contributes to backend solutions that enhance platform self-service capabilities and operational efficiency across the organization.
Team
The Marchex Customer Success Team is dedicated to helping customers achieve their goals. As part of the team, you are responsible for optimizing Marchex’s value in the eyes of the clients by providing them with useful resources, timely and reliable support. As a team we are focused on fostering and developing a mutually beneficial relationship between Marchex and the customers we partner with.
Outline of Duties and Responsibilities
Client Onboarding and Enablement = 40%
- Support the Account Directors and/or Director of Sales in onboarding new accounts, including UI organization configuration, user setup, initial call tracking campaign provisioning, and enabling native and API-driven data integrations.
- Maintain onboarding project plans and schedules to ensure timely and successful client onboarding.
- Build and maintain standardized onboarding processes and documentation for internal team use and operational consistency.
- Identify and address gaps in onboarding workflows by collaborating with Product, Telecom, and Engineering teams to drive improvements.
- Participate in client meetings as needed to support technical onboarding and account setup.
Customer Success Operations = 40%
- Develop and maintain internal operational documentation, process workflows, and system configuration guides to support Customer Success teams.
- Partner with Product, Engineering, and Marketing to translate client and CS team needs into technical solutions and internal tooling improvements.
- Administer and optimize CS-related technology platforms (e.g., Salesforce, Gainsight Community, Help Center tools) to improve team productivity and client self-service capabilities.
- Analyze customer usage data, system performance, and workflow trends to identify opportunities for automation, process improvements, or additional self-service offerings.
- Provide light technical support for internal systems configuration, workflow optimizations, and minor platform customizations that enhance the customer and internal CS team experience.
- Collaborate cross-functionally to support go-to-market (GTM) initiatives by delivering technical resources, internal enablement materials, and platform configurations aligned with new product or service launches.
Professional Services Implementation = 20%
- Support professional services projects by delivering light customizations and configurations based on client-specific requirements.
- Create and maintain technical documentation for custom implementations and solution deployments.
- Work closely with various teams, including account directors, sales engineers, and product support to ensure seamless service delivery.
Experience, Skills and Qualifications
- Bachelor's degree in a technical, business, or related field preferred, or equivalent work experience.
- Minimum of 4 years of experience in technical onboarding, customer success operations, or technical implementation roles.
- Hands-on experience working with SaaS platforms and supporting customer onboarding activities.
- Strong skills in creating clear and professional documentation and reporting deliverables using tools such as Microsoft Excel, Word, and PowerPoint. Ability to build onboarding materials, process diagrams, and client-facing presentations to support internal and external enablement.
- Familiarity with customer-facing help center solutions (Salesforce Knowledge, Zendesk, Gainsight Community) is a plus.
- Strong understanding of APIs; experience using tools like Postman for API testing and troubleshooting.
- Proficiency with SQL and ability to query relational databases (preferably Snowflake).
- Basic ability to read and understand Python and JavaScript code is a plus.
- Strong project management skills with the ability to manage onboarding schedules and project plans.
- Ability to develop clear, client-facing training materials, documentation, and enablement resources.
- Comfortable delivering training in various formats (live sessions, recorded content, written guides).
- Strong organizational skills and the ability to handle multiple priorities and time sensitive matters.
Working Conditions
The job conditions for this position are in a standard office setting and may be fully or partially remote. Employees in this position use PC and phone on an ongoing basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.
Benefits:
Marchex is committed the wellbeing of our employees. To ensure that every employee has the support they need Marchex offers a comprehensive benefits package. Some of these benefits may include, but are not limited to: Medical, Dental, Vision insurance; Life & Disability, Employee Assistance Program, Paid Holidays, Generous PTO, and Retirement Savings (401k/ RRSP). The benefits package offered may differ by location.
*Compensation:
Compensation range listed above may include base salary and short and/or long-term incentives. Exact compensation may vary based on skills, experience, and location.
Marchex’s commitment to diversity:
We value a diverse workplace. Marchex is committed to employ people from diverse backgrounds and we actively demonstrate inclusiveness through fair, equitable and accessible hiring practices. We recognize the strength that comes from different experiences, backgrounds and perspectives and welcome candidates who identify as visible minorities, Indigenous people, persons with disabilities, and persons within the LGBTQ+ community. We feel it is important as an organization that all people have access and opportunity to be employed, to be valued and to be respected. Accommodations for job applicants with disabilities will be provided upon request during the recruitment, assessment, selection and placement process. Alternative format available on request.
