Software Implementation Specialist

at  SupportNinja

WHAT DOES A DAY IN THE LIFE AS A SOFTWARE IMPLEMENTATION SPECIALIST LOOK LIKE?

• Manage a portfolio of medium to large scale client implementations
• Responsible for implementation projects for new and existing clients
• Conduct discovery/requirements gathering sessions, providing and maintaining the resulting design documentation throughout the implementation
• Conduct gap analysis of existing client systems and programs; identifying any key challenges and defining solutions so our clients have a smooth transition to clients’ products and services
• Provide solution analysis and configuration plans, aligning client specific requirements with project scope, providing exceptional client and value-added service
• Configure the application in accordance with business requirements and processes defined
• Lead executive stakeholder meetings, both internally and client-side
• Consult with clients on how to best manage change within their organization
• Provide feedback to the Product, Development, CS and Sales team on Industry trends
• Work with the Project Manager to update clients on project plans, milestones, and tasks
• Collaborate with Project Manager to create detailed project transition documentation to support end users and the Relationship Management teams once implementations are complete
• Conduct client administrator and end user training sessions via online webinars, over the phone or in-person
• Participate in the creation, implementation, and maintenance of client-facing presentations and documents
• Identify growth and upsell opportunities for the Relationship Management and Sales team
• Maintain an in-depth understanding of client’s suite of products and services
• Contribute to the success of the Client Projects Team, leading continuous improvement initiatives and providing support to team members, for example
• Assist with assessment of cost estimates of client work needed for proposals, statements of work and/or change orders
• Ensure client delight at go-live and after onboarding is complete

WHAT ARE THE REQUIRED QUALIFICATIONS FOR A SOFTWARE IMPLEMENTATION SPECIALIST?

• 2-5 years of experience in a Software Implementation Specialist or Consultant role
• Experience with MS Office (or equivalent i.e. G-Suite)
• Experience in creating workflow diagrams using Visio, Lucid chart, etc.
• Working knowledge or experience with internal collaboration tools such as Jira or Confluence, etc.
• Ability to collaborate and build strong relationships with clients, at operational and leadership levels
• Experience leading and working with cross-functional and/or remote teams to achieve common goals and client outcomes
• Track record in building successful implementation documentation and/or project plans autonomously
• Passion for Client Success
• Excellent organization and time management skills
• Must have experience creating and presenting reports

HAVING THESE QUALIFICATIONS ARE HELPFUL, BUT NOT REQUIRED

• Bachelor’s Degree or Project Management certification/degree and/or Implementation Specialist certificate and/or Change Management certificate

Please refer the Job description for details