Implementation Specialist

5 months ago

Waterloo, Canada WrightPlan Inc. Full time

WrightPlan Inc. develops software that fulfills the operational needs of rigging, machine moving, crane, millwright. Our goal is simple: make our customers’ businesses better by providing them easy-to-use, cost-effective software that streamlines everything from Estimating to invoicing and everything in between. Our software has been adapted to our customers businesses and continues to evolve, and as a result of continued growth, we are seeking an experienced Implementation Specialist to join our growing team.

As part of the implementation team, you will be responsible for all aspects of the onboarding lifecycle, enabling customers to have a seamless transition into WrightPlan while providing an exceptional customer experience. You will collaborate with teams across the organization to implement services in scope, provide guidance on best practices, and drive implementation progress. You are regarded as a trusted advisor helping to ensure that the solutions meet each customer’s requirements.

Your Responsibilities:

- Manage multiple customer onboarding and implementation projects from kick-off to launch with defined project plans.
- Configure and setup WrightPlan Software and our customer’s data so that each customer is prepared and enabled for their launch.
- Deliver live software Training sessions to drive user adoption either online or on-site at the customers location
- Provide exceptional service experience throughout the customer’s onboarding journey.
- Build strong relationships with customers, ensuring their retention and full satisfaction.
- Investigate and/or escalate customer’s technical issues and ensure it’s resolution.
- Identify upsell opportunities when appropriate.
- Form strong partnerships with internal teams (Development, Sales, Account Management, Support, and Product) to drive timely implementations with a seamless handoff experience to our Customer Success team and ensure the voice of the customer is heard.
- Lead our customers in the direction of success and continue to grow our customer advocates and the WrightPlan footprint throughout North America.
- Be responsible for documenting all client project activity and maintaining a minimum number of billable hours per month.

What You Need:

- 3+ years of customer onboarding/implementation experience at a tech company combined with related business or technical education.
- 3+ years of Software Training experience
- Previous experience working with external customers is essential.
- Experience gathering business and technical requirements from current and potential customers.
- Ability to define and manage detailed project plans.
- Solid understanding of the Software Development Lifecycle and Release Management processes.
- Must be willing and able to travel periodically throughout North America
- Experience building customer relationships based on trust and commitment.
- Clear ability to convey a concept to a variety of audiences.
- Ability to organize, prioritize and work independently.
- Ability to collaborate effectively with customers and other team members.
- Strong written, verbal, and presentation skills combined with strong interpersonal skills.
- Detail oriented, with well-organized and disciplined work habits and demonstrated capability for problem solving.
- Motivated, self-starter with a passion for life-long learning.
- Must be willing to work from our uptown Waterloo office at least 3 days a week (hybrid).

**Benefits**:

- Competitive salary
- Hybrid work (3 days at the office in uptown Waterloo)
- Casual dress
- Dental and Vision care
- Extended health care
- Disability insurance
- Life insurance
- On-site parking
- Paid time-off

**Benefits**:

- Dental care
- Extended health care
- Life insurance

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Waterloo, ON N2J 3H8: reliably commute or plan to relocate before starting work (required)

**Experience**:

- software implementation: 3 years (required)

Work Location: Hybrid remote in Waterloo, ON N2J 3H8

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