Experienced Implementation Analyst

2 weeks ago

Old Toronto, Canada Enable International Full time

At Enable, we believe rebates are the best way for companies within the supply chain to create, maintain and grow their trading relationships. Rebates allow trading partners to make the best decisions for their businesses, meaning everyone wins: manufacturers, distributors, retailers and, most importantly, end consumers.At Enable, we’recreating a healthy, vibrant supply chain ecosystemwhere partner collaboration drives the best products, services and values to customers.

And the market agrees with us. Enable is a rapidly growing, series-D funded SaaS company. Our more than 500 Enablees serve the global supply chain from the UK, US, Canada and Australia, and we have goals of continued international expansion.

As one of our exceptional Enablees, you'll play a pivotal role in shaping the future of rebate management. Join us in a dynamic work environment teeming with opportunities, where your efforts will not only establish our platform as the world's leading rebate management software but also help us revolutionize the entire supply chain experience.

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 sub-team, and independently expand your product knowledge.
  • Understand customers’ change processes and apply Enable’s methodology effectively to achieve successful outcomes.
  • 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.
  • 1-2 years of related experience
  • Strong problem-solving 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

Enable Global Inc provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Enable complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Enable expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability or veteran status. Improper interference with the ability of Enable employees to perform their expected job duties is absolutely not tolerated.

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