Implementation Specialist Job

Job Overview

Location
Vancouver, British Columbia
Job Type
Full Time
Salary / Compensation
Details Not Provided
Date Posted
1 month ago

Additional Details

Experience
Some Exp. Required (2 - 5 Years)

Job Description

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

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