Associate Implementation Specialist (Remote- US Based)

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 

• Experience using software tools such as Office 365 applications, Microsoft Teams, GoToMeeting, GoToWebinar and wiki-style knowledge-bases
• Experience using SmartSheet, Monday.com, Zendesk or another client support portal
• An understanding of HTML and CSS Customer Service …