Implementation Specialist (London)

About the Role

Draftwise is growing its implementation function to support an expanding enterprise customer base across EMEA. We're looking for an Implementation Specialist based in London to own the technical onboarding experience for new customers from contract signature through a live, production-ready deployment. This role is the EMEA counterpart to an existing function on our US team. The playbooks and processes are established -- you'll own the EMEA customer base and be the accountable point of contact in the timezone.

What You'll Do

• Own implementations end-to-end: internal handoff, kickoff, environment setup, DMS/SSO/add-in configuration, document ingestion, user registration, and CS handoff

• Owns outcomes, not just tasks -- when something's broken, fixes it; when something's missing, builds it

• Serve as the primary customer-facing POC through platform readiness for Scale accounts; co-own the technical track alongside CSMs on Enterprise accounts

• Coordinate with IT contacts at law firms on identity configuration, DMS indexing, and add-in deployment (iManage, NetDocuments, SharePoint, Microsoft Office)

• Troubleshoot integration issues, escalate to Engineering with clear problem statements, and close the loop with customers

• Maintain accurate implementation status in Salesforce and Linear; keep internal stakeholders informed without requiring them to ask

• Contribute to playbooks and documentation that make the implementation motion repeatable

• Surface friction from implementations back to the team -- on the product, the process, or both

What We're Looking For

• 3+ years in implementation, solutions engineering, or technical onboarding at a B2B SaaS company

• Comfortable navigating technical configurations (SSO, identity providers, cloud storage, enterprise software deployment) without needing Engineering in the room

• Strong communicator -- you can run an IT working session and a stakeholder status call in the same week

• You build structure where there isn't any, and don't wait to be told what to do

• Good judgment about when to escalate vs. when to figure it out yourself

• Based in London or able to work UK hours

Nice to Have

• Experience with legal technology or law firm IT environments

• Familiarity with document management systems (iManage, NetDocuments, SharePoint)

• Experience working cross-functionally with Sales, CS, and Product at an early-stage company

Why This Role

Small team, real ownership, concrete outcomes. Customers go live because of you. There's room to shape how this function scales as Draftwise grows across EMEA.