Implementation Specialist

: Implementation Manager

: None

: Client Success Specialist, Customer Support Level 1

: The Implementation Specialist works collaboratively with the implementation team, owning all technical aspects of the implementation process for the organization's solutions. As a member of the team, the Implementation Specialist's key goal is to complete each implementation on time and, whenever possible, under budget.

· Account Deployment

· Planning and Analysis

:

· Account Deployment:

o Engage in internal and external kickoff calls.

o Understand each new client's technical needs, objectives, and challenges necessary to overcome for successful deployment.

Complete : Implementation Specialist

o implementation and configuration tasks assigned by the Implementation Project Manager, coordinating with the IPM as necessary.

o Identify any risks or potential impacts to implementation timelines and cost; communicate them to the Implementation Project Manager.

o Document client use cases and altered workflows, communicating these changes as necessary to the rest of the team.

o Configure client environments based upon client-specific requirements.

o If/as needed, escalate any software-related issues through the Implementation Project Manager to the development team for review.

o Perform system tests prior to handoff to ensure each account is properly configured per its requirements.

o Provide remote equipment installation support as part of the onboarding process.

o For each implementation, maintain up-to-date status reports within the company's CRM, within Jira, and in the project management tool.

o Provide remote training for specific client configurations.

o If/as directed, engage in occasional onsite client visits.

o Document clearly and concisely all client interactions, requests, and account changes in the company's CRM software.

· Planning and Analysis

o Maintain product training materials/documentation as needed.

o Build repeatable best practices for remote equipment installation and training.

o Maintain visibility on recently closed projects to assist the Implementation Project Manager in forecasting utilization and attrition.

:

• Bachelor’s degree; degree in a computer science-related field preferred.
• Highly accurate, with good attention to details.
• Capacity to thrive in a fast-paced environment and adapt to new ideas while delivering high-quality work.
• Highly motivated self-starter who can work well in a team setting or independently handling multiple tasks simultaneously.
• The ability to work under pressure when necessary, and the willingness to go beyond what is expected to achieve the best results.
• A customer service and success mentality.
• Patience, courtesy, and a positive, friendly demeanor.
• Highly technical, with the ability to explain complex technical issues in plain language.
• Basic or better understanding of APIs, barcode/QR code functionality, and SSO.
• Knowledge of computer device installation (e.g., printers, cameras).
• Experience with SaaS offerings.
• Understanding of COE (Common Office Environment) tools; examples include Microsoft Office, Microsoft Project, salesforce.com, Jira, and web browsers.
• Strong verbal and written interpersonal communications skills.

:

· Timeliness and efficiency of implementations.

· Successfully staying at/below budget for each implementation.

· Favorable recognition by clients.

• Favorable internal recognition by colleagues and supervisor.
• Quality, currency, completeness, and usefulness of work product.

Job Type: Full-time

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Microsoft Project: 1 year (Required)
• Computer hardware: 1 year (Required)
• APIs: 1 year (Required)

Ability to Commute:

• New York, NY 10017 (Preferred)

Ability to Relocate:

• New York, NY 10017: Relocate before starting work (Preferred)

Work Location: Hybrid remote in New York, NY 10017