Implementation Specialist

2 days ago

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Fulfil.IO

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SAAS • Purchase Order Software • ERP • eCommerce

11 - 50

💰 Seed Round on 2017-01

Description

• The Implementation Specialist will focus on onboarding new Fulfil customers on to our platform. • You will work hand in hand with an Implementation team to craft an exceptional experience for merchants as they bring their entire merchant operations processes onto Fulfil. • You will obsess over deadlines and work cross-functionally with multiple internal teams across product, engineering, sales, and account management to ensure timely delivery of each step of the onboarding process. • This is a strategic customer success role that requires an air of confidence, and a prescriptive rather than a reactionary approach to ensure ease during this transition leading to a successful Launch and Go-Live. • Work closely with the implementation team to help new and existing merchants adopt Fulfil's product suite. • Drive implementation planning, execution, and optimization support. • Conduct business process mapping and requirements gathering sessions with new and existing customers to determine configuration requirements. • Prepare business requirements and technical scoping documents derived from customer meetings towards a successful launch. • Troubleshoot issues that arise during configuration sessions and dry runs. • Provide on-going post implementation support to optimize user adoption onto Fulfil. • Collaborate cross-functionally to ensure timeliness of each client deliverable. • Project manage across all stakeholders (internally and externally) in order to ensure on-time delivery and exceed merchant expectations. • Collaborate with other service and product areas to create a seamless experience for our merchants as they move from sales to data-migration, to set-up, delivery and go live. • Wear multiple hats and make the most of the opportunity to work at an amazing, innovative, and rapidly growing company; passionate about doing something incredible!

Requirements

• 2+ years of experience in a customer facing implementation, or project management role at a Saas company • Flexibility to work North American time zones as required based on the needs of the project (EST + PST) • A strong attention to detail with proficiency in MS Excel and spreadsheet automation • Previous experience in one or more of the following: Netsuite, SAP, JDA, MS Dynamics or other ERP/Supply Chain Management software • Strong project management and cross-functional collaboration skills, you are a task-management expert! • A candid ability to carefully manage customer stakeholders at different levels within an organization, in order to gain alignment and move projects forward • A proactive mindset capable of creating a long-term vision, with a monthly/weekly plan and shipping velocity in days • The ability to diagnose and solve complex problems on the fly using critical thinking and persuasion • The ability to instill a deep sense of confidence in your clients to alleviate any worry they might develop when transitioning from an old, outdated (but familiar) system to a new service • An interest in e-commerce and the ability to quickly understand the Fulfil product suite • Superior oral and written communication skills • Genuine empathy for others and helping customers achieve their goals