Implementation Support Representative

Position Summary

The Implementation Specialist plays a pivotal role in ensuring the smooth deployment and successful implementation of the Foundation family of products. This position requires a client-focused professional who is passionate about delivering outstanding service, providing top-tier consulting, and ensuring clients achieve optimal outcomes. In addition to assisting clients with onboarding and troubleshooting, the role also involves travel for onsite client needs and presenting at client events and webinars. The Implementation Specialist will maintain strong relationships with clients, support internal teams, and contribute to the growth and success of our software solutions.

Essential Functions and Responsibilities

• Deliver high-quality, customized training sessions to clients both online and onsite, ensuring clients understand and maximize the use of the software.
• Oversee the successful initial setup and implementation of clients' software, ensuring it meets their unique needs and objectives.
• Provide expert-level consulting services to both new and existing clients. Offer tailored guidance to help clients optimize their use of the product and achieve their business goals.
• Proactively identify and address client issues, questions, and concerns throughout the implementation process. Escalate critical issues to management for swift resolution.
• Foster long-term relationships with clients, ensuring their satisfaction with the software and the implementation process. Respond promptly to inquiries, offering professional and efficient support.
• Travel to client sites (up to 20% of time) to facilitate onsite meetings, training, and support.
• Prepare and present relevant content and product demonstrations during client events and webinars. Engage clients with impactful presentations, showcasing best practices and real-world examples of how to use the software.
• Work closely with internal departments, including product and technical teams, to address and resolve any technical challenges clients may encounter during implementation.
• Maintain accurate records of client progress, issues, and communication. Ensure thorough documentation of client interactions and keep systems updated with relevant information.
• Stay up to date with the latest product features, industry trends, and best practices. Actively participate in internal training and professional development opportunities.
• Serve as a professional representative of the company by maintaining a positive and solutions-oriented attitude. Demonstrate exceptional communication skills and empathy with clients, fostering an environment of trust and collaboration.

Required Skills and Experience