Customer Implementation Specialist

7 months ago

Ottawa, Canada Solink Full time

**Customer Implementations Specialist**

A job at Solink means working with an amazing team and tackling one of the biggest data problems out there. We are venture-backed and focus on continuous execution to delight our customers. We have a creative and collaborative work environment, and all of our employees have meaningful equity in the company.

**_
A bit about the role _**

Solink is actively looking for an Implementations Specialist to join our Customer Success Team as we enter a new phase of growth. As an Implementations Specialist you will be responsible for assisting with our clients through the critical customer adoption phase of Solink in our clients businesses to help build productive and trusted relationships with our great customers. This role focuses on the technical aspects of setting up, customizing, and ensuring the efficient operations of our product for new and existing clients in North America. Your primary responsibility is to work with the customer and other customer account stakeholders to tailor the Solink platform to meet the unique needs of each client, ensuring a seamless integration into their existing business processes.

**WHO YOU ARE**:

- You have a creative approach to solving problems and enjoy a good challenge getting to the root of problems and providing a solution.
- You have a consultative approach when communicating with customers and act as a trusted advisor.
- You are highly **relationship-driven**, always **advocating** for your customer's best interest.
- You have a willingness to become **an expert on our product** to help drive customer adoption
- You are empathetic and **customer-focused **and demonstrate a desire to **proactively help** and **serve customers' needs**.
- You are **collaborative** and **team-focused**: work with others to deliver results, meaningfully contributing to the team and prioritizing team needs.

**_ Nice to have..._**
- You are **technically savvy** - you have the **ability to learn** new platforms and software quickly.
- networking, simple scripting, the ability to read code, and general SaaS cloud architecture are all assets for this role.
- You have any experience/knowledge with **security camera systems**.
- You have prior experience in the **hospitality industry** (think fast food kitchens, restaurants, etc), or **retail** (think grocery, personal care, automotive etc.). preferably in a **managerial setting**.
- You are bilingual in **French** and/or **Spanish**.

**SECURITY REQUIREMENTS**:

- Be a Canadian Citizen (dual citizens included), or eligible to work in Canada;
- Be willing to comply with Solink’s own security policies and standards.

**WHAT WILL YOU DO?**
- You will configure the Solink platform to align with specific client requirements, ensuring a tailored and efficient setup.
- You will customize client-specific reporting tools and features within the Solink platform, respond to customization requests and manage tasks assigned within the customer team.
- You will assist in the onboarding process by setting up and customizing the platform for new clients; ensure a smooth transition and integration with clients' existing systems while reducing the time taken to drive value with our customers
- You will provide specialized training to clients on how to use and maximize the benefits of the Solink platform as needed.
- You will collaborate with Customer Success Managers and assist with large customer pilots and handle specific requests. Effectively contribute to the implementation of the customers success plan.
- You will address technical issues and challenges faced by clients as they arise during the onboarding stage. Escalate complex problems to the appropriate teams for resolution.
- You will prepare detailed documentation on customization and configuration for clients; gather feedback to continuously improve the implementation process.
- You will become a product expert, by staying in-the-know with new features and updates and will assist in teaching clients to be self-sufficient and adopters of the Solink platform.

**WHAT IS SOLINK?**

Solink is transforming conventional data into ‘smart’ data. Solink connects and synchronizes brick-and-mortar business systems like video + Point of Sale data, to create insight into loss prevention, security, and operations issues. We find new and powerful ways for businesses to get real value from the data and footage created daily by their standard systems.

We’re one of Ottawa’s fastest-growing companies. We're not just a tech and security company - we are rapidly evolving the way that we use and think about video security, data analytics, and technology. We're enhancing the status quo to positively impact clients and customers' businesses.

We’re on a steep growth trajectory, which means lots to do, lots to learn, and lots to experience What an exciting adventure ahead - and our Solinkians make the greatest travel companions

Solink thrives because of our team; we kn

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