Implementation Specialist Job

What you’ll do
Implementation & Project Management

• Manage a portfolio of enterprise customer onboardings with technical SaaS software product deployments to successful outcomes, accelerating time-to-value, growing, and retaining customers
• Facilitate calls and Zoom presentations to drive onboarding and enablement, internally and externally
• Utilize project management methodologies to ensure key milestones and dependencies (including work owners) are clearly documented and executed against
• Facilitate requirements gathering and documentation, including business process flows
• Convert project scope into development deliverables
• Product configuration and testing, as well as functional and technical deployment
• Design and continually improve processes and materials that enhance efficiency and customer experience during onboarding
• Product configuration and testing, as well as functional and technical deployment of new configuration or functionality and track pre-agreed KPIs
• Liaise with client stakeholders and product management to translate business requirements into solution functionality
• Deliver training and workshops to enable clients on key product functionality and best practices
• Drive system adoption through the creation of process documentation and conducting end user training

Client Management

• Strong customer focus on service, satisfaction, enablement, and success
• Create an exceptional client experience, acting as a strategic client partner, addressing both long and short-term technology and program needs
• Define and track key performance indicators for customer onboarding process
• Act as the client communication lead
• Act as the first point of escalation and escalate to management for resolution, as needed.
• Understand and document client stakeholder roles & hierarchy within a detailed account to ensure successful transitions to the Customer Success team after onboarding

Support

• Liaise with client end users, Support, and other Diligent functional teams (engineering, operations, product management) to diagnose and resolve technical or service delivery issues
• Contribute to the creation and editing of key documentation (tutorials, help, best‐practice) to support clients

What you’ll need

• 3+ years of experience in implementing SaaS software solutions using project management methodologies in a customer-facing and/or consultative environment
• Strong passion for internal compliance (i.e., Policy Management, Incident Management and Conflict of Interest Management).
• Excellent verbal and written communication and interpersonal skills
• Ability to communicate technical concepts to non-technical users
• Ability to work with end-user customers directly in a courteous and professional manner
• Ability to work in a fast-paced environment, under pressure and prioritize multiple tasks
• Self-directed, proactive, strong problem solving/troubleshooting, analytical and critical thinking skills

Additionally, the following would be considered a strong asset:
-Undergraduate degree or diploma in a relevant area (e.g., Accounting, Business, Finance, Engineering, Information Security or MIS)
-Experience with GRC and/or analytics tools