Solutions Implementation Specialist
About Kite
Kite is a franchise management platform built for multi-location brands. We help franchisors and franchisees manage operations, payments, marketing, customer engagement, analytics, and business performance in one place, giving them more time to focus on their businesses and customers.
The Role You'll Play
Help customers turn business needs into practical solutions with Kite. As a Solutions Implementation Specialist, you'll become a trusted product expert, connecting Product, Customer Success, Implementation, and Engineering to support customers from their first demo through launch and beyond. This role focuses less on writing code and more on understanding how the platform works, configuring it thoughtfully, and helping people get the most from it.
Configure customer environments, workflows, settings, permissions, and products to support each implementation
Partner with Implementation and Customer Success to onboard customers, validate configurations, and prepare them for a successful launch
Build and maintain demo environments with realistic customer scenarios, keeping them current as features evolve and supporting demonstrations with product expertise
Develop deep knowledge of Kite and franchise operations, then share that expertise through internal training, implementation guides, and documentation
Guide customers through configuration questions and best practices, helping them strengthen adoption and get more value from Kite throughout their customer journey
Collaborate with Product, Engineering, Operations, and Customer Success to investigate issues, identify root causes, and recommend practical solutions
Translate customer feedback into actionable product recommendations and test new functionality before release
Improve implementation processes and documentation to make onboarding clearer and more effective
Experience You Bring
2+ years of experience in software implementation, customer success, solutions consulting, product support, or a similar SaaS role
Learn complex software with curiosity and connect platform capabilities to customer needs
Apply analytical thinking and problem-solving skills to investigate issues and recommend solutions
Communicate clearly with customers and internal teams, making complex concepts easy to understand
Collaborate across teams to support customers and resolve challenges
Manage multiple projects with strong organization and attention to detail
Pay transparency
It is Playlist's intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of our compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization.
Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.
The base salary range for this position in the United States is $57,000 to $70,000. The total compensation package for this position may also include performance bonus, stock, benefits and/or other applicable incentive compensation plans.