Customer Implementation Specialist

The vision of QLess, the world’s leading purveyor of time, is to extend enjoyable life. Our web-based software has given back over 6,000 years of otherwise-wasted time to our millions of users, by allowing them to hold their spot in a virtual line using their cell phone, instead of being stuck waiting in a physical line or a waiting room.
 
QLess was named America’s Best Computer Services Company at this year’s American Business Awards for the fourth year in a row, and the Best Computer Services Company in the world at the last International Business Awards, the fifteenth Stevie award for QLess. Our growth rate has placed it in the top 5% of the Inc 5000 fastest-growing companies in America.
 
We are looking for an experienced Customer Implementation Specialist who will work directly with customers to anticipate, identify and address their configuration and technical concerns and requests as well as participate in all aspects of training customers on how to use QLess software, including on-site customer training, virtual training, workflow analysis and customer configuration consultation.




Responsibilities:
  • You know what to say and more importantly, how to say it
  • As our customer base increases rapidly, we need a rock star to keep up with our growth
  • Welcome new clients, educate them on product features, and guide them through their first interactions 
  • Customer ownership during their launch/on-boarding
  • Identify customer needs and supply customized configurations to fit those needs
  • Prioritize and drive resolution on escalated customer issues 
  • Identify upsell or repeat business opportunities
  • On-board and train additional account users via demos, presentations, collateral, and webinars
  • Deliver customer issues and complaints to the appropriate escalation team, overall improving the customer experience 


Required Qualifications:
  • 2 - 3 years experience driving SaaS implementations, successfully
  • Bachelor’s Degree in Communications or related field OR relevant work experience, preferred  
  • Experience writing SQL Queries required
  • Previous experience using Jira for project tracking preferred
  • 1+ year of experience training customers to use SaaS products either in person or remotely via video conference
  • Prior experience performing on-site customer visits and training preferred
  • Advocate customer needs and concerns to Support Management, and/or Engineering Team
  • Ability to explain highly technical issues to a non-technical audience
  • Quick learner that can adapt to situations and troubleshoot on the fly
  • Strong technical troubleshooting skills
  • Workflow/business analysis experience
  • Extremely detail-oriented and able to own multiple customer implementations at once
  • A passion for making the world a better place - You believe in what we’re doing and won’t stop at anything to deliver on your goals


 


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