Summary:
The Implementation Specialist will facilitate the execution of contracted services for new and existing Teachstone clients and provide support and guidance during the onboarding process. This position will also work to continuously improve our onboarding processes to achieve greater efficiency and success of the client.
Primary responsibilities include but are not limited to:
- Manage and lead multiple onboarding projects simultaneously; setting expectations, priorities, timeline, and managing the overall customer onboarding journey.
- Assist in developing a proactive implementation model that focuses on maximizing the clients’ success
- Identify customer needs and goals and provide optimal configuration and best practice recommendations for a successful implementation.
- Manage ongoing client communications and documentation during implementation and share status updates with internal and external stakeholders.
- Lead and schedule customer trainings via telephone and web conferencing tools to new and existing customers.
- Use first hand customer knowledge for improvements in products, services, and processes and gain the trust and respect of the customer.
- Identify and escalate system enhancement opportunities to the internal Product Team.
- Work cross functionally to transition and handoff customers to the Client Success team.
- Other tasks or duties as assigned, needed or requested.
Qualifications:
- Associates or Bachelor's Degree, preferably in business or equivalent business experience
- 1-3 years’ experience in customer service, client instruction, or project management with a combination of education and work experience required
- Proficient in Microsoft Excel and/or Google Sheets
- Experience working with CRMs (preferably Salesforce), web conferencing (Zoom), and SaaS (Software as a Service) products
- Ability to multi-task and manage priorities
- Excellent Customer Service skills with a strong customer-driven personality that takes ownership of issues and follows through to completion
- Strong written and verbal communication and interpersonal skills