Experienced Implementation Analyst

2 weeks ago

Toronto, Ontario, Canada Enable Full time

Job Summary
As an Experienced Implementation Analyst, you will be a member of our Customer Success (CS) team.

You will work as part of an implementation team, alongside a Customer Success Manager (CSM), to deliver value to our customers through Enable's software.

A key element of your role will be identifying the requirements of customers and owning the configuration of solutions that fulfill these requirements.

This will include delivering training to customers, validating data and providing ongoing support for the software once it has been adopted by customers.

You will lead the delivery of projects for Small Medium Business (SMB) and be a key member of the project team working with mid-market and enterprise customers.


What we are asking you to do:

  • Lead the implementation, onboarding and adoption of Mid-Market customers. This involves the discovery, design, configuration, testing and validation and go-live phases of the project.
  • Drive implementation milestones by planning and executing tasks, being accountable for successful project completion.
  • Lead Customer Success (CS) initiatives with management support, sharing expertise and mentoring team members in specific areas.
  • Enhance the quality of workshops and demos within your subteam, and independently expand your product knowledge.
  • Efficiently manage customer escalations, following the company policies and procedures.
  • Lead productive customer meetings and workshops, resolving complex support tasks, and triaging incoming customer requests independently.
  • Regularly updating internal tools and project plans such as GuideCx
  • Expertly handle internal and external communications related to implementations and other initiatives.
  • Mentor and offer constructive feedback to team members to support their career development.

What we are asking you to bring:

  • Proven background in Customer Success within a SaaS organization.
  • 12 years of related experience
  • Strong problemsolving skills with prompt issue identification.
  • Ability to run training and onboarding for new team members.
  • Track record in managing SMB customer implementations.
  • Demonstrated project management competence.
  • Skillful in building relationships with customers and identifying expansion opportunities.
  • Experience handling large data sets and extracting relevant insights. Desirable, but not necessary, to be confident using Python, SQL or similar to quickly draw insights or manipulate data.
  • Track record of understanding the capabilities of a complex product such as a Fintech SaaS solution.
  • Ability to understand the terms of complex trading arrangements.
  • Capacity to drive process improvements for successful customer implementations.
  • A proactive attitude to identify other areas to support across the team

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