Implementation Specialist

6 months ago

Toronto, Canada LumiQ Full time

We’re LumiQ - an audio-first professional education platform for CPAs. We help CPAs get their continuing professional development (CPD) hours through engaging podcasts with business leaders (the CFOs of Slack, Shopify, Yelp, Yahoo, TD Bank, and Wealthsimple just to name a few). CPD/CPE is the yearly required learning that CPAs generally dread doing. They’re tired of dealing with boring webinars, irrelevant content and product experiences that are out-of-date. That’s why they’ve flocked to LumiQ and our mission to make professional learning enjoyable.

With hundreds of companies signed up, we’re at the precipice of launching a global movement that’s going to massively change the professional education and podcasting industries. Following our recent Series A, we’ve expanded into the US market and are seeing wonderful early signs of traction.

Despite our lightning growth, we tend not to subscribe to the mantra of “move fast and break things.” Our goal is to build a profitable company, where our employees can learn and grow, and where customers see real value and genuinely enjoy using the product. We are building a company meant to last, and if this resonates with you, we hope you will consider joining us on our journey to transform professional education

Reporting to our Senior Manager, Customer Success, the **Implementation Specialist **will ensure our customers are set up for success on the LumiQ platform.

**Responsibilities**:

- Implementation Planning: Collaborate with clients to develop detailed plans tailored to their needs and requirements. Ensure alignment with project timelines and goals.
- Product Configuration: Assist clients with setting up and configuring our products or services according to their unique specifications. This may involve software installation, customization, and integration with existing systems.
- Training and Support: Conduct training sessions to educate clients on how to use our products or services effectively. Provide ongoing support and troubleshooting assistance to ensure a smooth transition and optimal user experience.
- Documentation: Create and maintain comprehensive documentation, including implementation guides, user manuals, and troubleshooting resources. Ensure all documentation is up-to-date and easily accessible to clients and internal stakeholders.
- Work hand in hand with the CSM on the account to set up our clients for success and meet onboarding KPIs.
- Coordinate with cross-functional teams to ensure smooth implementation and integration.

**Required Skills and Qualifications**:

- 2-5 Years experience in a customer-facing role (CSM, Solutions Engineer, Account Manager, Support Specialist)
- Strong problem-solving skills and attention to detail.
- Excellent communication and interpersonal skills.
- Superb presentation skills, with the ability to engage large audiences over video conference calls.
- Ability to manage multiple projects simultaneously and prioritize tasks effectively.
- Willingness to learn new technologies and adapt to changing requirements.

**Preferred Skills and Qualifications**:

- Experience in a customer-facing role, preferably handling customer service, care, or success
- Knowledge of the accounting and finance industry.
- Proven track record of delighting customers and exceeding their expectations
- Proficiency with Salesforce

If you think your experience is most of the way there we’d still love to meet you

This is a flexible hybrid role based out of Toronto, Canada. Employees will be expected to be able to commute to the office 1-2 times per week.

**Benefits and Perks**

**Nomad Policy**: Work from anywhere in the world for up to 4 weeks per year.

**Hybrid Work Style**: The best of both worlds. Enjoy remote work and a downtown Toronto office with snacks, events, and ping pong.

**Time Off to Recharge**: Great vacation day offerings as well as uncapped sick and mental health days.

**Health Benefits**: Medical, dental, and health spending account.

**Monthly Social Events**: Connect with your colleagues during baseball games, taco bars, escape rooms, and more.

**Flexibility**: We don't mind if you need to run to a mid-day appointment or pick up your kid early from school.

**Endless Learning**: Our platform isn't just for accountants. Listen to podcasts on soft skills, career development, leadership, and more.

**LumiQ Clubs**: Join an existing club or start your own.

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