Implementation Specialist

Role Overview

• Collaborate with Sales and Service teams to ensure smooth handoffs before and after onboarding
• Work with clients to identify, correct, and advise on how to align business objectives within the SOCi software. You’ll be your client’s hero, ensuring their success from Day One
• Become an expert on the SOCi platform and train customers with varying levels of sophistication.
• Provide implementation training & documentation in line with purchased products / services. Help them get oriented to our software and excited about the journey ahead
• Manages configurations and setups within the SOCi software, and any other relevant networks (if appropriate)
• Schedule additional training sessions for clients after each completed training session as needed. Assess what they need to be completely comfortable using the software
• Provide excellent phone and email technical support on platform in order to assist customers to quickly identify potential issues and escalate them appropriately to ensure the best possible experience during the onboarding period
• Work with Engineering, Sales, Client Success, Creative Services, and Marketing, as needed, to resolve issues
• Responsible for managing workload and communicating any backups as needed
• Provide constant feedback to the Manager of Client Success on platform adoption, usage rates, issues surfaced, churn indicators and red flags, onboarding status, feature requests, and all other customer needs
• Maintain and track all projects in ClickUp and create appropriate and needed documentation
• Escalate issues to the appropriate team that may arise during the onboarding process and see them to through to resolution
• Exhibit ownership of on-boarding experience and client satisfaction and adherence to SOCi onboarding TTV policy and procedures
• Be a SOCi onboarding expert and discuss or educate on any nuance of the product internally and externally
• Create initiatives that help to drive successful product /service onboarding
• Quickly pick up and disseminate any updates to the product, both to your customers and to your internal teams as needed during onboarding phase
• Develop credibility and earn customer trust by demonstrating expertise, professionalism and an ability to listen, digest and offer solutions

Requirements

• 3+ years of experience in a customer-facing role for a technology company (preferably SaaS).
• Exceptional communication skills both written & verbal
• Strong organizational and analytical skills with a keen attention to detail.
• Proven ability to manage multiple onboarding projects with keen prioritization and multitasking abilities.
• The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant & overt micromanagement
• Exceptional interpersonal skills & proven success in cross-functional collaboration
• Strong technical aptitude, problem solving skills, and a drive to learn.
• Customer-first mentality; ability to empathize and build customer relationships.
• Proven record of high CSAT scores and project management of customer integrations to successful outcomes and accelerated Time to Value
• Proficient with Excel and comfortable with Salesforce
• Strong presentation and negotiating skills

Benefits

• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) plan with employer match
• Flexible paid time off
• Quarterly wellness days
• Paid holidays
• Unique employee engagement programs