Implementation Specialist at UPshow

| Chicago
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About the Role: 

UPshow is seeking an Implementation Specialist to manage the evaluation, planning, and execution of new customer implementations. This role is responsible for the customer experience from the moment an agreement is signed until the customer is using their UPshow program. The goal will be to safeguard revenue and retain customers by building a world-class implementation process and driving positive outcomes.

Customer-facing Project Management

  • Own and manage implementations, facilitate strategic customer conversations (with Enterprise customers), and collaborate cross-functionally with the Sales, Customer Success, and Product teams to ensure the customer is successfully using UPshow.

  • Develop and maintain customer relationships through various communication methods during the implementation process with a high degree of accountability for customer satisfaction and on-time delivery throughout.

  • Establish project scope (via Gantt charts and project plans), goals, deliverables, fulfillment requirements, and timing of implementation while maintaining accurate documentation and communication of milestones both internally and externally.

  • Ensure that any changes to project milestones are appropriately communicated to internal stakeholders and to the customer.

  • Utilize Salesforce and Project Management tools to update the status of ongoing customer implementations.

  • Identify and address the resolution of customer related issues during implementation by escalating to the appropriate manager/department.

  • Support the Sales team during the sales cycle in order to facilitate a smooth transition from prospect to customer implementation.

  • Enhance the implementation process by providing feedback and innovation where and when needed.

Software Setup

  • Interface with customers and internal teams to gather information needed to configure new customer’s UPshow account(s).

  • Work closely with the Product to pass along customer feedback and product feature requests.

Hardware Setup

  • Prep customer’s purchased hardware by setting up devices and pairing created UPshow account(s) to the device(s).

  • Package customer hardware, peripherals, and install documents in UPshow branded packaging and ensure successful shipping. 

  • Utilize Salesforce and Project Management tools to document accurate and timely shipping dates and effectively communicate expected delivery dates with customers and internal stakeholders. 


Familiarity or prior experience with the following is helpful but not required:

  • Bachelor’s degree

  • Basic knowledge of shipping & logistics

  • Salesforce

  • Knowledge of Project Management tools

  • Knowledge of AV systems/components

  • Knowledge of implementing both software and hardware solutions

  • Knowledge of Microsoft Office suite/Google Docs, especially Excel/Google Sheets

UPshow values diversity of culture and background for the benefit of our team, our product, and our world. UPshow is proud to be an equal opportunity workplace. We win together, we lose together.

This position is open to applicants who are legally authorized to work in the United States. We are not able to sponsor work visas at this time.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • Google AnalyticsAnalytics
    • SEMRushAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • TrelloManagement
    • IntercomCRM
    • SalesforceCRM
    • MailChimpEmail
    • IntercomEmail
    • MandrillEmail
    • RapportiveLead Gen


Our office is in the heart of the loop surrounded by plenty of great bars and restaurants. Plus, our office is easily accessible by CTA/Metra.

An Insider's view of UPshow

What’s the vibe like in the office?

Imagine a fan club for your favorite team or hobby - that's what it's like in our office. Every person in the office is so enthusiastic about what they do, and deeply invested in the success of the company. Our energy is infectious: if you've never looked forward to coming into work before, that will quickly change when you join the UPshow team


Content Marketing Specialist

How do you collaborate with other teams in the company?

Working on the product team, collaboration is an important part of my job. Whether it's working with the CS team to ensure we address customer issues or getting ahead of a new feature to help the sales team hit their goal, I work with other teams to better understand our customer needs in order to make a better product.


Product Manager

What are some things you learned at the company?

I’ve learned to grind. In early 2015, UPshow only had a few dozen partners. Now we're working with over 6,000 companies, brands, and organizations. I've been able to be involved in multiple departments which has helped me become multi-dimensional. This has helped me to look at situations through multiple views - and I can take that anywhere.


Account Executive

How do your team's ideas influence the company's direction?

Our creative team is incredibly influential when it comes to the UPshow brand and product. Our product designers are reinventing how content appears on our screens with motion design, while making it easier for customers to schedule entertainment and promotions with UX/UI. Campaigns and brand assets are built by our marketing designers each day.


Chief Creative Officer

What's the biggest problem your team is solving?

The biggest problem our team solves is how to best engage consumers within the 4 walls of our partners business/venue and capture their mindshare to drive the outcomes that matter most. We are a data-centric team that harnesses customer insights through our platform to help businesses understand their customer's interests and behaviors.


Customer Success Director

What are UPshow Perks + Benefits

Volunteer in local community
Employees are encouraged to suggest different organizations to work with and support throughout the year.
Friends outside of work
Eat lunch together
Intracompany committees
TeamUP, a committee of volunteer employees, comes together weekly to work on D&I, development, events and other initiatives that create the culture we are so proud of.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Dental Benefits
Our dental plan covers 50% of premiums.
Vision Benefits
The vision benefits plan covers annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
UPshow's health insurance policy covers 50% of premiums.
Team workouts
With a discounted rate at Chicago Athletic Clubs and fitness customers all around the city, our team never hesitates to sweat it out together.
Retirement & Stock Options Benefits
Company Equity
UPshow offers stock options through its employee equity plan, including a 4-year vesting schedule with a 1-year cliff.
Performance Bonus
UPshow's performance bonus plan awards employees when they meet targets set by their direct manager.
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
UPshow offers unlimited paid time off.
Paid Holidays
Paid Sick Days
Our unlimited paid time off policy includes sick days.
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Whether it's visiting a customer venue, getting creative with offsite brainstorms, or celebrating a milestone out on the town, Team UPshow works hard and plays hard.
Stocked Kitchen
Healthy snacks? Comfort food? Multiple flavors of LaCroix? Whatever your preference, our kitchen always has something to keep you going. 
Some Meals Provided
We provide catered lunch from some the best spots in the city during our monthly UPshow and Tell.
Happy Hours
Unwind with the team and enjoy a cold bottle of beer, seltzer, or ginger ale during our Friday happy hour.
Pet Friendly
UPshow has been called the Most Pet Friendly company in Chicago! If your pet is friendly and well-behaved, we welcome them as a part of our team. Check out some of our office pets on our Instagram!
Professional Development Benefits
Job Training & Conferences
Lunch and learns
We host a monthly UPshow and Tell where employees gather to share their interests and passions outside of work. Lunches are catered by local hot spots.
Cross functional training encouraged
Promote from within
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