Client Implementations Specialist

6 months ago

Toronto, Canada Street Context Full time

The objective of the Client Implementations Specialist is to ensure our clients are set up and using our product to its fullest potential within their enterprise ecosystem. This means maintaining all current implementations, and ensuring future implementations are clearly defined, carefully managed, and drive positive outcomes for both our clients and Street Context.

As a Client Implementation Specialist at Street Context, your job is to manage the day-to-day of all client implementations. This entails managing the scope, deliverables, and timeline for client implementations, while simultaneously providing oversight and mitigation for risks on both the client and Street Context side. You will be responsible for installing, configuring, and troubleshooting Street Context implementations, and help customers understand how our technology works. This role is key to ensuring that the needs of all implementation stakeholders are considered, and the outcomes of each implementation are met.

Beyond successful implementations, the Client Implementation Specialist must also ensure the ongoing health and success of previously completed implementations. This means maintaining an org-wide understanding of each client’s setup and implementation history, as well as proactively working with our clients to make improvements and keep their past implementations functioning as intended.

To perform this role successfully, the Client Implementations Specialist must think tactically from client to client. During implementation and long thereafter, you will be expected to document, communicate, and be the expert on client setups, and details of the implementation.

Throughout all activities and aspects of the client lifecycle, you will be expected to be a resource for expertise on our client’s setups and our integration offering. This means understanding deeply complex and technical concepts, and being able to communicate them across stakeholders clearly and accurately.

**Client implementations could include, but are not limited to**:

- Demonstrating system functionality throughout the course of the implementation process and ensuring that clients and enabling SSO where required.
- Ensuring the availability of detailed project plans and documentation for various ongoing and complete implementations.
- Acting as the voice of the customer, providing valuable insights and feedback to the product development and engineering teams to drive continuous improvement.
- Addressing and escalating any concerns and referring out-of-scope requests to the appropriate person within Street Context.
- Writing and providing documentation to internal and external stakeholders, being explicitly clear when referring to API documentation.
- Troubleshooting implementation-related issues as needed, related to CRM Sync, SSO login and similar.
- Create and follow up on Jira tickets escalating where necessary, and always documenting best practices.
- Communicate technical information clearly and concisely, proactively identifying and addressing communication gaps or breakdowns.

**Role Requirements**:

- 1+ years of experience delivering small and large-scale integrations or implementations with enterprise customers
- Experience supporting complex projects with multiple stakeholders
- A strong understanding of enterprise technology, and how these systems typically fit together
- You are technical and can support discussions on implementations with our Client Implementations Manager and Engineering Team
- You are an excellent communicator, both verbal and written
- You have experience working with industry tools including Looker, Jira, Confluence, CRMs (specifically Salesforce), as well as Outlook and Excel
- Our clients are located around the world, this role will require availability outside of traditional business hours.

**It’s a bonus if**:

- Have experience working with a SaaS-based product, ideally for multiple years
- You have experience working in capital markets or an adjacent industry
- You have a working knowledge of technical concepts like REST API’s, SMTP, SPF, DNS, DKIM & DMARC

To that end, Street Context is committed to making our recruitment processes as accessible as possible including providing accommodations during the recruitment and hiring process as required. Upon request, Street Context will consult with applicants to provide or arrange for suitable accommodation.

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