Implementations Specialist

2 weeks ago

Vancouver, Canada Ten Thousand Coffees Full time

We’re Ten Thousand Coffees (10KC) and we unlock opportunity through meaningful connections. 10KC is a talent experience platform for inclusive mentoring, connectivity and skills development that is designed for the new world of work.

200+ organizations use our all-in-one platform to connect, develop and engage their employees. Our clients include Fortune 1000s like the Royal Bank of Canada (RBC), PwC, Adidas, General Electric (GE), TELUS, Johnson & Johnson, post-secondary academic institutions across Canada, and diversity networks like Ascend and Black Professionals In Tech Network (BPTN). We have big plans to grow and are building a world-class team to help us achieve our ambitious goals

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The Role
Our Customer Success Team is looking for an Implementations Specialist who is passionate about welcoming and working with our diverse range of customers to increase opportunities for mentoring, connectivity and talent development. You will be responsible for leading our clients to successfully implement 10KC products and solutions and for managing their successful relationships after Sales to implementation.

Reporting to the Manager of Customer Success Operations, and in collaboration with other 10KC teams, you will work with the 10KC portfolio of customers to ensure successful implementations of customer programs. You will be a primary point of contact for new and existing customers implementing solutions and/or launching their program and be responsible for utilizing tools and resources that reflect our best-practices and set our customer programs up for long-term success.

**What you’ll do Project Coordination**:

- Schedule and coordinate client meetings and gather requirements to ensure project expectations, goals and timelines are met and executed
- Serve as a point of contact for customers during the implementation phase of the customer journey and analyze customer’s business requirements and objectives to validate any future support or configuration
- Document and transition upsell opportunities and context for Customer Success, Sales, and Account Management teams
- Maintain Salesforce and CS tool customer records throughout each implementation
- Capture and support client requirements with non-standard requests, ensuring early collaboration with internal stakeholders and long-term internal reference and enablement materials are in place
- Organize, document and triage client issues and log risks when required, soliciting internal support and engagement

**Best-Practice Program Implementations**:

- Conduct gap analysis of existing client systems and programs; identifying any key challenges and defining solutions so our clients have a smooth transition to 10KC products and services
- Collaborate with the CSM and Account Executive paired on each customer account to ensure a successful transition and welcome new customers to their implementation and customer success journey
- Develop, maintain and demonstrate in-depth knowledge on our product and services
- Provide best practice recommendations and guidance to clients on how best to implement our suite of products and solutions
- Adapt an implementation approach to meet the needs of specific client personas and program types
- Facilitate client implementation discovery meetings
- Configure the client site to ensure the program reflects customer needs

**Internal Enablement**:

- Act as a core member of the CS Operations Team, with a focus on Implementation Operations and maintain an internal knowledge of Customer Accounts, CS playbooks and processes
- Liaise internally with Product, Sales, Solutions and CS Teams to ensure the adoption and incorporation of 10KC product, process, and configuration updates into our implementation process
- Define, document and report on successful implementation and configuration best practices; make recommendations for updates based on learnings, data, and developments within the industry and our product
- Review, prioritize and incorporate feedback related to the implementation process to the Manager, Customer Success Operations

What you’ll bring
- Experience in successfully deploying out of the box SaaS solutions within a Customer Success Team and for various software implementation projects
- Proven experience influencing change related to enterprise software solutions and successfully managing and delivering projects with an emphasis on attention to detail, timelines, and quality of work
- Undergraduate degree or diploma from an accredited institution, ideally in Business Administration, Management or Technology is considered an asset
- Superior people skills; team-oriented, fast learner and very personable
- Self-motivated and driven with an aptitude to achieve success within a fast-paced start-up environment.
- Ability to thrive in a remote work envir

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