Associate Implementation Specialist (Remote- US Based)
Mission Driven
Job Summary
The Nonprofit Implementation Specialist is responsible for onboarding newly contracted admissions-based organizations to either of two nonprofit SaaS solutions in our software portfolio. As part of the team that first engages with onboarding customers, this position requires that you possess a dynamic mix of abilities in order to smoothly shepherd customers through our implementation process.
The goal for each implementation project is to translate each organization's business requirements and processes into a project plan that, when executed, sets our customer up for success in using our tools to conduct business.
Responsibilities
- Work collaboratively within the Client Solutions team to successfully onboard new customers to our CRM
- Communicate frequently with Business Development to understand the goals and needs of each newly contracted customer
- Create and update implementation project plans for each onboarding customer
- Clearly communicate the entire onboarding process to customers at project kickoff
- Create internal project and customer documentation according to internal protocols
- Conduct discovery sessions with customers to gather business requirements and project goals
- Consistently monitor and communicate the progress of each project to Senior Client Solutions Manager and to customers
- Work collaboratively with Client Solutions team members and with other teams to resolve any issues that arise during an implementation project
- Assist with training of newly implemented customers on our software
- Ensure a smooth handoff to Customer Support after implementation project completion
- Assist in configuring our software to behave in accordance with customer needs
- Assist in providing training to customers on different features of each software application
- Help to document processes and relevant support material as needed
- Help drive roadmap items and enhancements derived from customer feedback
- Providing coverage for Customer Support team if needed
Requirements
- Bachelors degree in Information Systems, Business or Equivalent Experience
- 1+ years of experience in Project Management or Software Support
- SaaS software support knowledge
- Strong written and verbal communication and presentation skills.
- Acute attention to detail and documentation.
- Strong organizational and project management skills.
- Must be able to multi-task and manage tasks from clients.
- Ability to work independently and collaboratively.
- Initiative, focus, and passion for seeing our clients, and our Company, succeed.
- Ability to stay calm under pressure and respond to customer needs quickly and effectively.
Preferred
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Remote- US Based U.S. based
Benefits/Perks401(k) with company match Basic Life Basic life insurance Company paid holidays Flexible paid personal/vacation time Flexible work environment Medical, dental, and vision insurance Paid holidays Paid parental leave Sick Days
Tasks- Documentation
- Implementation
- Monitor project progress
Communication CRM CSS Customer service Customer Support HTML Microsoft Teams Organization Project Management SaaS solutions
EducationBachelor's degree in information systems Business
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9