Implementation Specialist
Implementation Specialist
Summary
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.
Areas of Responsibility
- Account Deployment
- Planning and Analysis
Specific Duties:
Account Deployment:
- Engage in internal and external kickoff calls.
- Understand each new client’s technical needs, objectives, and challenges necessary to overcome for successful deployment.
- Complete implementation and configuration tasks assigned by the Implementation Project Manager, coordinating with the IPM as necessary.
- Identify any risks or potential impacts to implementation timelines and cost; communicate them to the Implementation Project Manager.
- Document client use cases and altered workflows, communicating these changes as necessary to the rest of the team.
- Configure client environments based upon client-specific requirements.
- If/as needed, escalate any software-related issues through the Implementation Project Manager to the development team for review.
- Perform system tests prior to handoff to ensure each account is properly configured per its requirements.
- Provide remote equipment installation support as part of the onboarding process.
- For each implementation, maintain up-to-date status reports within the company’s CRM, within Jira, and in the project management tool.
- Provide remote training for specific client configurations.
- If/as directed, engage in occasional onsite client visits.
- Document clearly and concisely all client interactions, requests, and account changes in the company’s CRM software.
Planning and Analysis
- Maintain product training materials/documentation as needed.
- Build repeatable best practices for remote equipment installation and training.
- Maintain visibility on recently closed projects to assist the Implementation Project Manager in forecasting utilization and attrition.
Key Qualifications:
- 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.
Metrics:
- 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.
