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Implementation Specialist

3 months ago

Vancouver, Canada CoPilot AI Full time

CoPilot AI is a Vancouver-based SaaS start-up with a mission: to innovate the way people grow their business by humanizing digital interactions in a scalable way.

We believe in maximizing authentic and mutually beneficial human connections for business growth, which is why CoPilot AI automatically targets qualified people on social media, initiates one-to-one conversations, and surfaces timely sales opportunities without requiring any cold calling, events, or expensive advertising. Our goal is to create a place where our customers can have more meaningful conversations at scale.

As we scale into the next phase, we are looking for an experienced Vancouver-based Implementation Specialist to join our Customer Success team

The Role

Reporting to the Director of Revenue Operations, the Implementation Specialist will be responsible for supporting new customers through the implementation and onboarding process. We believe a large part of our competitive advantage is attributed to the close relationships that our Customer Success team builds with our customers, through understanding our customers' campaigns, needs, nuances, and focus areas of support.

The Implementation Specialist plays a critical role in CoPilot AI’s ambitious growth plans and seamlessly combines industry knowledge, innovative vision, emotional intelligence, thought leadership, and a solutions-driven approach to promote excellence in alignment with CoPilot AI’s people-first culture.

What you’ll do:

  • Onboard customers: Collaborate on our customers’ initial campaign strategy and educate customers on best practices with our software platform, ensuring they achieve Minimum Viable Customer Status within 8 weeks.
  • Provide technical and platform support: Investigate and troubleshoot technical issues and ensure you are proactive in controlling any customer fire while it is small and manageable.
  • Collaborate & guide customers: Assist customers in refining outreach criteria and sales messaging to help drive business growth.
  • Maintain Customer Relationships: Engage with customers post-implementation to identify and promote growth and expansion opportunities (up-selling and cross-selling).
  • Build Customer Champions: Proactively work with clients to help them succeed using CoPilot AI and turn them into advocates for our platform.
  • Focus on data: Identify expansion opportunities and promote customer advocacy, generating referrals, case studies, and customer reviews.
  • Be part of the team: Collaborate with our sales, product & engineering teams and contribute ideas and solutions for our customers.
  • Own the outcome: Ensure customer growth, renewals, and satisfaction.

This is a critical role within the company, and our expectations are equally high. Whatever you do should drive growth in the right direction. We will reward the right candidate with career growth, professional development opportunities, and perks. Most importantly, you will be part of a success story, joining a team of high-performing professionals committed to excellence.

Who you are:

  • 1-2 years of account or customer management experience, preferably in SaaS
  • Possess deep empathy for the customer experience and sound great on the phone
  • Tech savvy - you know the lingo and how the processes work
  • Extremely organized
  • Highly motivated with the ability to identify up-sell or revenue opportunities
  • Quick learner, driven, with a great work ethic
  • Natural communicator with the ability to inspire and influence
  • Problem-solver extraordinaire
  • Strong interpersonal skills
  • Strong strategic thinking skills
  • Extremely proactive and thrives in a dynamic culture

Bonus:

  • Experience with LinkedIn’s Sales Navigator
  • Experience with using Hubspot Service Hub
  • 1+ years of sales experience

What’s in it for you:

  • Competitive Compensation: A competitive annual base salary between $52,000 to $60,000 CAD, plus an annual performance bonus of up to 15% of the base salary.
  • Hybrid Work Environment: Flexible hybrid work environment with 2 days in the downtown Vancouver office.
  • Comprehensive Benefits: Health, dental, and vision insurance.
  • Health and Wellness Spending Account: $200 per month for health and wellness expenses after passing probation.
  • Paid Time Off: Generous paid time off policy.
  • Stock Options: Receive stock options upon joining CoPilot AI.
  • Culture Building Initiatives: Company-wide and regular team events.

Our Interview Process

We’d like to share our interview process with you:

  • Phone Screen: A 30-minute audio Zoom call to align on the position and learn about your interests.
  • Take-Home Assignment: Simulate key tasks you would encounter as an Implementation Specialist.
  • Competency Interview + Assignment Review: A 1-hour Zoom call focusing on behavioural questions and assignment review.
  • Culture Add Interview: A 1-hour Zoom call to assess your alignment with our core values.
  • Offer and Reference Checks: If you’ve made it this far, our Director of Revenue Operations will share the good news and request references.

About CoPilot AI

CoPilot AI has been recognized as a BC Technology Impact Award finalist and lauded by Canadian Business as the winner of the Best Pivot award and one of Canada's Fastest-Growing Companies. Deloitte spotlighted us as a 2021 Canada Companies-to-Watch Winner. Our latest win? Being highlighted by Forbes as one of Canada's best startup employers for 2024

As an equal opportunity employer, CoPilot AI stands behind #diversity and is committed to creating an inclusive environment. If you require accommodations during the interview process, please let us know.

Our Values:

#Innovation: We are passionate about creating, innovating, and pioneering.

#Boldness: We care deeply about our work and the impact we make.

#Authenticity: We pride ourselves on being genuine, transparent, and real in all our interactions.

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