Senior Client Implementation Specialist

Role Overview

• Provides support for the implementation and effectiveness of products, services and technical or business systems, software, or solutions so that customers reach their desired outcomes using FA products.
• Assists in the development of project plans to define success for customers, manage change and resources, and ensure that implementations are completed on time, within budget and meet client expectations.
• Train customers in best practices and participate in onboarding activities to help customers maximize FA products and services.
• May be involved in the coordination and communication of timelines and status to clients, external partners, internal teams, management, and impacted groups.
• Provide a wide range of support to proactively identify, support and address client needs.
• May act as the team’s resource and subject matter expert.
• Work closely with management and internal teams to identify client implementation needs and develop configurations which support business and client processes.
• Identify, develop, and deliver training and education to clients.
• Conduct online meetings/conference calls to orient clients, present new functionality, deliver training, and collaborate with clients about concerns.
• May be involved in pre-sales product demonstrations or provide assistance in scoping projects or developing proposals.
• Document and organize SOPs, process workflows and statistical data.
• Participate in a range of presentations, gather information, create materials, present findings, lead discussions with internal teams and clients.
• Identify trends, share customer insights, and provide recommendations for solutions to management.

Requirements

• Bachelor’s degree or equivalent combination of education and experience
• 5+ years of related experience
• Strong analytical skills to determine root cause of problems and apply creative and effective solutions
• Ability to analyze a situation, interview, formulate questions, and probe for deeper knowledge/ understanding
• Strong customer service skills
• Data management skills to analyze data and provide recommendations on findings
• Knowledge of general business, production, and/or operation environment and general cost benefit awareness
• Strong written and oral communication skills to define parameters to meet business requirements; creates documents which define build requirements
• Presentation skills
• Proficient in Microsoft Word, Excel and PowerPoint

Benefits

• medical
• dental
• vision
• 401k
• PTO/paid sick leave
• employee stock purchase plan