Client Implementations Specialist

1 week ago

Toronto, Canada Street Context Full time

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 helping 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.

LI-Hybrid

**Thematic Responsibilities**:

- ** Support New Client Implementations**:Work with clients to understand their objectives and requirements, and relay back to the Client Implementations Manager what is required to complete the integration.
- ** Monitor Existing Implementations**:Troubleshoot integration-related issues with end users where required, understanding the nuances of how our software interacts with our client’s workflow.
- ** Identify and Document Opportunities for Process Improvement**: Help improve our processes that enable our team to scale. Document new client implementation processes, and iterate on current processes to provide a better experience for our clients and drive results for our business.
- ** Problem Solve**:Investigate and resolve customer-facing issues tactically and in a timely manner. Paying close attention to detail and communicating the resolution clearly, internally and externally.
- ** Collaborate**:Guide our customers through best practices and assist customers when it comes to refining their goals. Collaborate with GTM and R&D teams internally to guide clients through the sales process with smooth implementations.
- ** Communicate Progress**: Keep a clear written record to ensure a shared understanding of implementation progress and requirements. Share these updates internally for key stakeholders in appropriate channels.
- ** Provide Subject Matter Expertise**:Act as the first line of support for implementation information. Clearly and concisely explain the complexities and nuances of implementations and the offerings they leverage.

**Your Know How**:

- 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 spreadsheets.
- 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.
- 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.

**Your Day-to-Day Could Include**:

- Demonstrating system functionality throughout the course of the implementation process 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

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