Implementation Analyst

About Esper Esper was founded in 2018 with a mission to empower dynamic and responsive policymaking in government. We align existing data, stakeholders, and public policy goals to streamline the policymaking process at all levels of government. We imagine a world where policymaking is driven by data and insights from all stakeholders, transforming traditional bureaucracy into a dynamic and flexible system that encourages innovation and collaboration. As a fast-growing GovTech company, Esper is at the intersection of two powerful forces: the modernization of government operations and the transformative potential of data-driven decision-making. Our customer base is expanding rapidly, and we are building the team that will define how public policy is shaped for decades to come. Job Summary The Implementation Analyst will drive value to Esper customers by delivering complete, efficient, and high-quality implementations of the Esper platform. This role is responsible for guiding new customers from kickoff through go-live, setting the underlying foundation of their Esper environment, and promoting maximum value for their investment in Esper. This is Esper's first dedicated Implementation Analyst role, sitting within the growing Professional Services organization. The Implementation Analyst will focus on system configuration, requirements gathering, data structuring, and administrator training—partnering closely with senior implementation resources to ensure each customer's deployment is set up for long-term success. This role does not own post-launch customer success, renewals, or account expansion; it is purpose-built to deliver excellent implementations. Responsibilities Drive and manage new customer implementations from kickoff to go-live, including requirements gathering, technical platform configuration, data structuring, administrator training, and any other deliverables defined in a customer's statement of work. Serve as the technical point of contact for new customers deploying Esper, as well as those expanding into additional functionality or modules. Interact directly with government leaders and policy staff on a daily basis—guide them through the implementation process and empower them to become confident administrators of their Esper platform. Translate customer workflows, regulatory frameworks, and operational requirements into clean, scalable Esper configurations that reflect Professional Services best practices. Partner closely with other Professional Services team members, Engineering, Product, Sales, and Customer Success to facilitate a consistent customer experience and ensure successful onboarding for new customers. Become an expert in governmental and policymaking processes across multiple states and levels of government. Understand customer pain points and partner with cross-functional teams to simplify, enhance, and automate processes that improve customer workflows. Leverage and continually develop best practices, templates, and reusable collateral for each customer vertical to improve future implementation efficiency. Log billable hours accurately and on time in Teamwork, and maintain disciplined tracking of project status, scope, and milestones. Gather and communicate customer feedback and feature requests to Product to help ensure Esper continues to be a must-have solution for our customers. Requirements and Preferred Experience 2+ years of experience in software implementation consulting, Professional Services, technical onboarding, or transferrable work with external clients. Experience configuring or deploying workflow-based SaaS platforms in a Professional Services, Solutions Architecture, or post-sales environment. Experience analyzing and reporting on operational data, with familiarity in government operational concepts, regulatory frameworks, or policymaking processes a strong plus. Strong Excel skills, including the use of formulas and functions such as VLOOKUP, pivot tables, and error-checking, an…