Senior implementation specialist

Location - Remote

Reports to - Senior Manager, Implementations, Brightedge

Bright Edge is seeking an experienced Site Agent Implementation Specialist (Senior) to lead the implementation, optimization, and long-term success of Site Agent, one of Bright Edge's most strategic automation products. This role combines deep technical implementation expertise with customer relationship management and program ownership to deliver exceptional customer outcomes across Enterprise and Mid-Market accounts.

As the primary technical owner for a portfolio of Site Agent customers, you will manage implementations from technical discovery through go-live and ongoing performance optimization. You'll serve as a trusted advisor to customers while partnering closely with Customer Success, Sales, Product, Engineering, and Professional Services to maximize adoption, retention, and business value.

In addition to managing your own portfolio, you will help scale Site Agent across Bright Edge's customer base by leading new deployments, supporting strategic renewals, mentoring teammates, and contributing to product innovation.

Mandatory Requirement: This role requires regular customer-facing coverage during U. S. Eastern Standard Time (EST) and Pacific Standard Time (PST) business hours. Candidates must be able to consistently support customers across these time zones as part of their regular working schedule.

What You'll Do

Customer Portfolio Ownership

Own and manage a portfolio of Site Agent customer accounts across both New Logo and Existing Customer business. Take accountability for customer health, adoption, satisfaction, and retention. Conduct regular customer touchpoints and quarterly business/performance reviews. Identify optimization opportunities and recommend SEO best practices to improve customer outcomes. Partner with Customer Success Managers and Strategic Account Managers on renewal and expansion strategies.

Implementation & Technical Delivery

Lead end-to-end Site Agent implementations from kickoff through production deployment. Drive implementation workstreams involving: Client-side Java Script integrations Server-side SDK implementations Sidecar and custom deployment models Coordinate technical discovery sessions with customers. Manage implementation timelines, milestones, risks, and stakeholder communication. Ensure successful production launches and post-launch validation.

Platform Configuration & Optimization

Configure and maintain Site Agent including:

Profiles Source and target rules Priority ordering Anchor text logic Regex configuration Language settings Crawl configuration Page and link caps Additional domains

Maintain high configuration accuracy, recognizing that every change is reflected on customer-facing websites.

Technical Troubleshooting

Diagnose implementation and production issues using: Crawl data Site Agent Admin Panel Debug tools Regex validator Resolve implementation issues independently whenever possible. Escalate complex engineering issues with detailed technical documentation. Coordinate resolution of "AP Down" customer accounts and restore production health.

Customer Success & Strategic Consulting

Conduct Quarterly Site Agent Performance Reviews. Review implementation health and KPIs. Deliver SEO recommendations based on customer performance. Reinforce the value of Site Agent automation, especially during periods of flat or declining performance. Support executive customer presentations including QBRs and EBRs.

Cross-Functional Partnership

Collaborate closely with:

Customer Success Managers Strategic Account Managers Sales Professional Services Product Management Engineering

Support:

Strategic renewals Competitive positioning Product adoption Technical discovery Executive customer presentations

Product Growth & Innovation

Support rollout of new Site Agent capabilities including AP Schema and Site Agent for Mobile. Deploy Site Agent across new Enterprise and Mid-Market customers. Participate in product feedback sessions with Engineering. Contribute to implementation playbooks and best practices. Share customer insights to influence future product direction.

Team Leadership

Mentor junior Implementation Specialists. Provide technical guidance during complex customer engagements. Share troubleshooting knowledge and implementation best practices. Support onboarding and cross-training initiatives.

Required Qualifications

5+ years of experience in Technical Customer Success, Professional Services, Technical Implementation, Solutions Consulting, or SEO technology. Experience managing Enterprise customer relationships. Strong project and program management experience. Excellent executive communication and presentation skills. Experience managing multiple concurrent customer implementations. Strong analytical and troubleshooting capabilities. Experience documenting work in Salesforce or similar CRM systems.

Preferred Technical Experience

Experience with one or more of the following:

Java Script integrations Server-side implementations SDK integrations REST APIs Regular Expressions (Regex) HTML/CSS fundamentals CMS platforms (Sitecore, Shopify, Word Press, Adobe Experience Manager, etc.) React and modern web frameworks Website architecture Rendering concepts (client-side vs server-side)

SEO Knowledge

Working knowledge of:

Internal linking Technical SEO On-page optimization Structured Data / Schema Crawl behavior Website architecture Search engine indexing

What Makes You Successful

You are someone who:

Thrives in customer-facing technical environments. Balances technical depth with relationship management. Pays exceptional attention to detail. Can confidently present to technical and executive stakeholders. Communicates clearly across technical and non-technical audiences. Takes ownership from implementation through long-term customer success. Enjoys solving complex technical problems. Can manage multiple high-priority initiatives simultaneously. Brings a continuous improvement mindset and enjoys mentoring others.