Implementation Specialist
- You are passionate about helping clients succeed and driving business impact.
- You excel at managing multiple deadlines and can prioritize tasks based on urgency and importance.
- You appreciate challenges that require creativity, organization, and outstanding communication to overcome hurdles.
- You work well independently, behind the scenes, but also enjoy client-facing interactions and collaboration.
- You welcome the exciting challenge of working with 120+ custom accounts.
- Work collaboratively with your Client Success Manager and Lead to support a portfolio of 120+ accounts.
- Manage the annual account review process, ensuring timely and accurate configuration.
- Interpret information supplied by clients to design customized solutions that support their administrative needs and enhance user experience.
- Guide clients through the setup and review process with clear communication and virtual support.
- Build meaningful connections with clients by communicating proactively throughout the review process with clarity and kindness.
- Configure and implement client accounts within our application based on their business needs and usage patterns.
- Become a subject matter expert on the platform's functionality, configuration options, and best practices to support optimal client setup.
- Advise clients as a trusted consultant on how to effectively design and optimize their account.
- Collaborate within your pod and internal teams to find solutions that drive retention and growth.
- Collect and share client feedback to inform strategic and continuous product improvements.
- Foster a collaborative and inclusive work environment that supports teamwork and innovation.
- Support the broader Client Experience team by flexing across Client Success, Customer Support, and Training as needed, including assisting with support emails/calls during the peak season (summer).
- Experience configuring SaaS products or working with web-based tools that require understanding of logic-based workflows, settings, or data structures.
- Excellent organizational and time management skills. Proven ability to manage multiple client projects simultaneously and meet competing deadlines.
- Strong communication and consultative skills.
- Experience in an implementation, consulting, or account management role preferred.
- Proficient in MS Excel and Google Sheets
- A problem-solving mindset with a proactive approach to client engagement.
- Ability to maintain a high level of attention to detail while working on multiple customized accounts at once.
- Tech-savvy with the appetite and aptitude to become an expert in our platform
- Adaptability and comfort in fast-paced, evolving environments.
- We're 10x recipients of SPARK's FastTrack Award.
- We have an office dog named Munki. He is soft and little.
- Our office pantry is stocked with delicious snacks.
- We made our boss a Paper Plate Award that says "You're pretty cool" and it has frog stickers on it.
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