Implementation Specialist Expert

We are a global organization dedicated to delivering exceptional client experiences while creating access to dignified, meaningful work in communities worldwide.

• We employ a diverse team across multiple countries and strive to achieve excellence in all aspects of our operations.

At the core of our success are our core values: Authenticity, Curiosity, Dynamics, Ambitious Vision, Operational Excellence, and Empathy.

• We value authenticity as it helps us build strong connections with clients and colleagues alike.
• We foster curiosity to excel in our roles and stay up-to-date with industry trends.
• We believe in growth and staying dynamic to overcome challenges effectively.
• Ambitious vision combined with operational excellence drives us towards our goals.
• We prioritize empathy in our partnerships, knowing that it is the foundation of great relationships.

You will play a key role in the successful onboarding and implementation of our platform for clients. This position involves collaborating closely with clients, understanding their business requirements, configuring the system, and providing training and support to ensure a smooth transition.

The ideal candidate will have a strong technical background, excellent communication skills, and a commitment to delivering high-quality service.

1. Partner with project managers to create and maintain project schedules, task lists, and timelines.
2. Assist in developing project plans, objectives, deliverables, and resource allocation.
3. Implement projects while working closely with clients' technical sponsors on configuration and testing.
4. Guide clients through the onboarding process, ensuring a clear understanding of system capabilities and functionalities.
5. Complete technical setup of workflows including integrating social media accounts, websites, and email providers.
6. Adhere to detailed project plan schedules and contribute to weekly status reports to ensure accountability for milestone dates and work quality.
7. Maintain updated and accurate configuration workbook templates and documentation of configuration settings for customers.
8. Proactively identify implementation risks and mitigate them effectively and efficiently.
9. Tailor and facilitate User Acceptance Testing (UAT) specific to customer configuration.
10. Support customer success plans by assisting in product and phased rollouts, supporting value-driven conversations with the customer to increase adoption and introducing new functionality that will deliver results.
11. Create and maintain detailed documentation related to client configurations, customizations, and training materials.

Additional responsibilities include:

• Establishing and nurturing rapport and a positive relationship with customer stakeholders.
• Fostering strong relationships with Customer Success and cross-functional teams to holistically address customer issues and provide additional insights from a customer perspective.
• Reporting and tracking bugs and enhancement requests affecting users.
• Participating in training and development opportunities to enhance project management skills.
• Seeking guidance from project managers and contributing to continuous improvement initiatives.

• Bachelor's degree in Arts or Science or equivalent degree.
• 2-3 years of relevant work experience in a related role.
• Background and strong interest in B2B Enterprise SaaS Implementation and HR domain experience.
• Proficiency in configuring and customizing platforms.
• Excellent communication skills, both written and verbal.
• Proficiency in Microsoft Office Suite (particularly Excel) and Google Apps.
• Organization and efficiency in time management and an ability to juggle many ongoing initiatives with grace.
• Strong organizational and time management skills with the ability to juggle multiple projects.
• Proficiency for data analysis and process/operations improvement.
• Detail-oriented with a proactive approach to problem-solving.
• Ability to work collaboratively within a team and adapt to changing project requirements.

Nice to have:

• Expertise in social media and SEO marketing.
• Previous experience working in or with small businesses.
• Previous experience working with software engineering teams to develop product.