Software Implementation Specialist

1 day ago

Waterloo, Ontario, Canada HR Covered Inc. Full time
About the Job

We are seeking an experienced Implementation Specialist to join our growing team at HRCovered Inc. in Waterloo. As a key member of our Professional Services team, you will be responsible for all aspects of the onboarding lifecycle, enabling customers to have a seamless transition into working with our company while providing an exceptional customer experience.

Main Responsibilities
  • Manage multiple customer onboarding and implementation projects from kick-off to launch with defined project plans.
  • Configure and setup the software and customer data to ensure a successful launch.
  • Deliver live software training sessions to drive user adoption and provide exceptional service experience throughout the customer's onboarding journey.
  • Build strong relationships with customers, ensuring their retention and full satisfaction.
  • Investigate and/or escalate customer technical issues and ensure their resolution.
  • Identify upsell opportunities and form strong partnerships with internal teams to drive timely resolutions.
  • Lead customers to success and continue to grow their customer advocates throughout North America.
  • Document all client project activity in the CRM and maintain a minimum number of billable hours per month.
Requirements
  • 5+ years of customer onboarding/implementation experience at a tech company.
  • 5+ years of Software Training experience.
  • Previous experience working with external customers is essential.
  • Experience gathering business and technical requirements from current and potential customers.
  • Ability to define and manage detailed project plans.
  • Solid understanding of the Software Development Lifecycle and Release Management processes.
  • Must be willing and able to travel periodically throughout North America.
  • Experience building customer relationships based on trust and commitment.
  • Clear ability to convey a concept to a variety of audiences.
  • Ability to organize, prioritize and work independently.
  • Ability to collaborate effectively with customers and other team members.
  • Strong written, verbal, and presentation skills combined with strong interpersonal skills.
  • Detail oriented, with well-organized and disciplined work habits and demonstrated capability for problem solving.
  • Motivated, self-starter with a passion for life-long learning.
How to Apply

Interested candidates should submit their application through LinkedIn. We thank all candidates who apply, however, only those selected for an interview will be contacted.

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