Implementation Specialist

Implementation Specialists are responsible for activating and configuring the client’s software for new clients and existing clients purchasing professional services. These activities include: consultation to determine the best configurations for the client’s business needs and long-term usage of the software; configuring the software through the user interface; configuring the software through back-end databases, scripts and via software tools; tracking, managing and providing regular updates on the progress of an implementation project; ongoing communication with client-side and internal stakeholders throughout the process.

Required Skills:

• Strong interpersonal skills including collaboration, negotiation and diplomacy.
• Strong organization skills and superb capabilities with managing multiple high priority projects simultaneously and successfully.
• Excellent communication skills (both verbal and written) to ensure all parties are kept abreast of the implementation process (both internally and externally).
• Working knowledge of business productivity software, such as Word Processor and Spreadsheet programs required.
• Learner’s mindset with drive and ability to consistently improve knowledge and abilities.

Required:

• 2 years minimum of software implementation
• Customer service and/or transferable experience (calling, appointments, related)
• Microsoft suite

Preferred:

• 2 years experience using or administrating CRM, database-driven workflow products and/or financial management software. 
• Experience using online web meeting presentation software is preferred.
• Project management experience preferred but not required.
• Knowledge of accounting systems and practices preferred, but not required.

Essential Functions:

• Provide excellent customer service to clients by phone, email and via web.
• Become proficient with the product and translate client requirements to capabilities of the software.
• Acquire technical product knowledge through training, self-directed research and testing, and internal consultation.
• Participate in implementation client-facing kick-offs, requirement gathering sessions and configuration review meetings. 
• Consult with clients on best practices for the implementation and use of the client’s products to meet their business requirements.
• Configure the product to meet the needs and requirements of the client, according to the scope of the project. 
• Cross-functionally collaborate with the Customer Success Management team to understand the client needs and requirements to ensure a timely and complete implementation process.
• Provide regular status updates on project deliverables and milestones through defined processes. 
• Balance multiple concurrent projects within set workload expectations.

Education:

Bachelor’s degree, college diploma in related field and/or equivalent experience