Software Implementation Specialist

May 11

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SupportNinja

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Showing the world a better way to outsource.

outsourcing • customer support • customer experience • back-office support • lead generation

1001 - 5000

💰 Private Equity Round on 2021-02

Description

• Manage a portfolio of medium to large scale client implementations • Responsible for implementation projects for new and existing clients • Conduct discovery/requirements gathering sessions, providing and maintaining the resulting design documentation throughout the implementation • Conduct gap analysis of existing client systems and programs; identifying any key challenges and defining solutions so our clients have a smooth transition to clients' products and services • Provide solution analysis and configuration plans, aligning client specific requirements with project scope, providing exceptional client and value-added service • Configure the application in accordance with business requirements and processes defined • Lead executive stakeholder meetings, both internally and client-side • Consult with clients on how to best manage change within their organization • Provide feedback to the Product, Development, CS and Sales team on Industry trends • Work with the Project Manager to update clients on project plans, milestones, and tasks • Collaborate with Project Manager to create detailed project transition documentation to support end users and the Relationship Management teams once implementations are complete • Conduct client administrator and end user training sessions via online webinars, over the phone or in-person • Participate in the creation, implementation, and maintenance of client-facing presentations and documents • Identify growth and upsell opportunities for the Relationship Management and Sales team • Maintain an in-depth understanding of client’s suite of products and services • Contribute to the success of the Client Projects Team, leading continuous improvement initiatives and providing support to team members, for example • Assist with the assessment of cost estimates of client work needed for proposals, statements of work and/or change orders • Ensure client delight at go-live and after onboarding is complete

Requirements

• 2-5 years of experience in a Software Implementation Specialist or Consultant role • Experience with MS Office (or equivalent i.e. G-Suite) • Experience in creating workflow diagrams using Visio, Lucid chart, etc. • Working knowledge or experience with internal collaboration tools such as Jira or Confluence, etc. • Ability to collaborate and build strong relationships with clients, at operational and leadership levels • Experience leading and working with cross-functional and/or remote teams to achieve common goals and client outcomes • Track record in building successful implementation documentation and/or project plans autonomously • Passion for Client Success • Excellent organization and time management skills • Must have experience creating and presenting reports

Benefits

• Employee Focused • Always Be Humble • Improve Everyday • Compassionate Candor • Collectively Bring Joy