Implementation Consultant (Remote in the United Kingdom)

at  Recollective Inc

WHO WE ARE

Recollective Inc. is the leading provider of online research software for conducting qualitative research studies and fostering strategic customer insight communities. Launched in 2011, Recollective is recognized at number eight in the 2023 GRIT50 ranking of the world’s top fifty most innovative suppliers in the market research industry. Thousands of the world’s most innovative market research agencies and enterprises choose Recollective.
As a fast growing tech company headquartered in Ottawa, Canada, we have very ambitious goals and we’re not slowing down. We like to dream big, get things done and have fun while doing it. Interested? Apply today!
Find out more about us and our story here!

REQUIRED SKILLS AND EXPERIENCE

• University or College degree or diploma in any discipline. Education in a market research-related field would be an asset
• Candidates must be able to demonstrate a minimum of 2 years experience working in an implementation or professional customer-facing role. Experience in market research-related field would be an asset
• Excellent written and oral communications skills, with a demonstrated ability to build and establish relationships with experienced professionals across all departments
• Demonstrated problem solving and decision making skills
• Excellent coordination, project management, and organizational skills; able to drive multiple projects at once
• Flexibility with changing programs and processes; a willingness to dive deep, experiment rapidly and get things done
• Proficiency in English is a requirement for this role. Preference will be given to candidates who are also fluent in Spanish or French
• Advanced computer literacy and experience with cloud-based office software such as Google Office Suite or MS Office. Knowledge of CRM systems (Salesforce) is a strong advantage
• Self-starter with a customer-obsessed mindset that is able to work independently, effectively and is committed to customer satisfaction
• Experience leading live video and screen sharing sessions
• Knowledge of programming, including HTML, JavaScript and CSS would be an asset

WORKING AT RECOLLECTIVE

Some people excel in a more formal hierarchy, with a precise job description, a standard 9-5 routine or an environment where your path forward is pre-defined in a traditional way.
This is not that kind of place. At Recollective, everyone is a driver - there are no passengers and no excuses as we continue to build our company together.
If you are customer-obsessed, inspired to find your own new challenges and opportunities, energized by fast-paced change, and driven to blaze our own trail…you will love it here.

SCOPE OF THE ROLE

We are seeking an Implementation Consultant who will be the primary liaison between Recollective and our customers with the responsibility for project managing the implementation and support of customer research projects on the Recollective platform.
The role includes working directly with customers to program research guides, onboard participants, address technical issues and collaborate with the Recollective Sales and Research Services teams to manage the delivery of larger projects. You will also have the opportunity to support our customers via the helpdesk, where you will be able to utilize your Recollective software expertise to both educate and rapidly execute solutions for our global customers.
If you’re up for the challenge and enjoy working in a dynamic, fast-paced environment, we encourage you to take the first step and apply to this position. Throughout the hiring process, you’ll have the opportunity to meet our team and learn what the job entails to ensure this is the right step forward in your career.

ROLE RESPONSIBILITIES

• Lead the implementation of customer services to ensure projects are delivered to the highest standard and customized to meet each customer’s unique needs.
• Manage the project schedule, scope and effort ensuring projects are completed on time and to the customer’s satisfaction.
• Collaborate with Sales, Research Services and other areas of the business when required to ensure a successful outcome for the customer.
• Work with internal project stakeholders and customers to address and resolve issues and problems as/when they arise.
• Review project setup with the utmost attention to detail to ensure flawless execution
• Your secondary responsibility will be to provide exceptional support through the help desk as needed. This includes:
• Manage and resolve customer support issues using email, phone and live video sessions, documenting everything in our CRM support platform
• Provide technical support/troubleshooting for customer inquiries and escalate cases to appropriate internal teams as required
• Perform Pre-Launch Check reviews of customers projects and provide suggestions to enhance their knowledge and use of Recollective
• Provide discrete in-app support during live research sessions for customers
• Document customer experiences and formal feedback
• Invest in further growth and development with a continuous learning mindset
• Contribute to a growing collection of Recollective platform knowledge and training resources
• Take on other special projects that spark your interest and advance the company

Here is what else you can expect when joining Recollective in this role:

• We offer competitive compensation and reward people based on performance
• Private medical insurance
• Life assurance
• 20 working days’ paid holiday in addition to the 10 paid days for English bank and public holidays
• Pension plan and much more.