Position Overview
The Implementation Specialist will be the initial point of contact and will be responsible for leading the customer in the building and implementation of their workspace.
Responsibilities
Project Management and Leadership: Lead and manage the entire implementation process for assigned clients, exercising discretion and independent judgment in establishing timelines, managing milestones, and making critical decisions that affect project outcomes and client satisfaction.
Solution Configuration & Strategic Decision-Making: Collaborate with the Project Designer to understand client requirements and configure our software solutions to meet their specific needs.
Client Communication & Relationship Management: Serve as the primary contact for clients throughout the implementation phase. Regularly provide updates, address inquiries, and make decisions autonomously to manage expectations and resolve potential issues.
Stakeholder Coordination & Influence: Work cross-functionally with internal subject matter experts (SMEs), technical teams, and other stakeholders, using independent judgment to gather key insights, provide strategic recommendations, and ensure that all implementation aspects align with client goals and the company’s broader operational strategy.
Requirements Analysis & Solution Alignment: Engage deeply with clients to analyze and understand their unique requirements. Exercise discretion to develop and implement tailored configuration that balance client needs with technical and operational constraints. Recommend Professional Services and assist in gathering requirements from customers for statements of work.
Training and Client Empowerment: Lead training sessions for clients, demonstrating software functionality and using independent judgment to adapt training materials and approaches to ensure client proficiency. Offer strategic post-implementation support prior to client graduation, utilizing discretion to resolve issues and recommend further optimizations.
Issue Resolution & Problem-Solving: Identify, analyze, and resolve implementation-related challenges independently. Exercise judgment to determine when to escalate complex issues to senior leadership or technical teams, ensuring minimal disruption to project timelines.
Documentation & Strategic Insights: Maintain accurate and up-to-date documentation of the implementation process, configurations, and client interactions. Use discretion to identify areas for process improvements and provide recommendations to enhance future implementations.- Continuous Improvement & Process Optimization: Contribute to the continuous improvement of implementation processes, tools, and best practices. Leverage insights and exercise independent judgment to recommend innovative solutions that increase efficiency and elevate client satisfaction.
- Other duties as assigned.
Skills/Abilities
- Ability to effectively conduct client meetings
- Ability to build strong relationships
- Strong attention to detail and quality of work
- Knowledge of the industry, product and processes
- Ability to manage a project plan
- Strong organizational skills and ability to multitask
- Comfortable with various technology platforms
- Ability to work as a cross-functional team
- Strong time management skills and the ability to prioritize objectives
- Problem-solving and conflict resolution skills
- Computer skills in Windows and other MS office and the ability to easily learn new applications
- Ability to clearly and professionally communicate through phone, email and in person
Experience
- Payroll processing experience preferred
- Project management experience preferred
- Customer Service or related experience preferred
- Software Technical Support or related experience preferred
- Product Training experience preferred
Education/Certification
- Associate’s or Bachelor’s degree preferred but not required
- FPC or CPP preferred but not required
This is a remote position.
