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Client Implementation Specialist

3 months ago

Ottawa, Ontario, Canada Assent Full time
Job Overview

The Client Implementation Specialist will report to the Implementation Consulting Manager and will undertake a variety of responsibilities aimed at ensuring the successful execution of Assent's software solutions within the Professional Services division. This role is crucial in delivering services to clients regarding their purchased solutions, collaborating with them to outline and implement project plans from inception to completion. The ideal candidate is enthusiastic about learning, highly organized, possesses exceptional attention to detail, and demonstrates strong interpersonal skills.

Key Responsibilities

  • Oversees the initial onboarding process, focusing on comprehending client objectives, their business operations, and data requirements while ensuring the quality of product configuration.
  • Collaborates closely with Customer Success to align client data setup and program configuration with their desired outcomes.
  • Establishes trust and confidence with clients through effective project management methodologies, including client-facing reports, regular status meetings, and milestone tracking.
  • Develops and maintains relationships with key stakeholders within assigned client organizations.
  • Manages processes related to provisioning, setup, data loading, system build, testing, and deployment of customer systems and associated modules.
  • Facilitates data discovery and implementation workshops, providing ongoing consultation aligned with Assent's data standards to optimize client data implementation for long-term success.
  • Proactively identifies data risks, evaluates potential impacts, and collaborates with internal teams to implement effective mitigation strategies.
  • Maintains designated business systems tools with up-to-date statuses, communications, and correspondence with clients.
  • Works in conjunction with cross-functional teams to develop and enhance best practices, procedures, and templates to drive consistent process improvements.
  • Possesses foundational to intermediate regulatory knowledge to guide clients in program direction.
  • Utilizes Assent's internal resources, including software, to respond proactively to various client inquiries via phone and electronic communication.
  • Stays informed about product releases and regulatory updates to provide optimal support to clients.
  • Acts as a friendly and professional frontline contact for clients.
  • Adheres to corporate security policies and follows established processes and procedures.

This list of responsibilities is not exhaustive and may be adjusted as necessary to meet business needs.

Qualifications

We highly value your talent, energy, and passion. The following qualifications will also be beneficial to Assent:

  • Exceptional oral and written communication skills in English; clarity, conciseness, and tact are essential, with additional languages considered an asset.
  • A degree, diploma, or postgraduate certificate in a relevant field or equivalent work experience.
  • A minimum of three years of relevant experience in customer success, project management, or consulting roles, or a related field.
  • Familiarity with consultative customer management and/or project management practices.
  • Experience in a technology/SaaS or Professional Services environment is advantageous.
  • Strong interpersonal skills, capable of building stable relationships in a collaborative setting with diverse stakeholders.
  • Advanced proficiency in Excel, able to utilize all functions for analyzing and reporting complex datasets.
  • Excellent time management and organizational skills, with the ability to prioritize and execute multiple tasks for various clients and internal stakeholders.
  • A strong desire for knowledge and motivation to stay updated on changing regulations.
  • Demonstrates maturity, poise, and professionalism.
  • Emotionally intelligent, self-aware, and capable of understanding different perspectives.
  • Intellectually curious with strong problem-solving abilities.
  • Proactively anticipates and responds to the needs of others, maintaining open communication.
  • A collaborative team player, eager to contribute expertise to support business objectives.
  • A critical thinker who can propose, implement, and support efficient operations.
  • Demonstrates grit, focusing on solutions rather than excuses, and is dedicated to achieving excellence.
  • Open to feedback, coachable, and committed to self-improvement.
  • Proficient in MS Office Suite, Google Applications, and other productivity tools.
Additional Information

Life at Assent

Wellness: We prioritize the well-being of you and your family, offering vacation time that increases with tenure, comprehensive benefits packages, and life leave days.

Financial Benefits: We recognize the importance of financial health, providing a competitive base salary, corporate bonus program, retirement savings options, and more.

Purpose Beyond Work: We offer flexible work options, volunteer days, and opportunities for involvement in corporate giving initiatives.

Lifelong Learning: At Assent, curiosity is encouraged, with professional development days available from your start date.

We are committed to fostering an inclusive environment where all team members feel valued and heard. Our diversity and equal opportunity practices are guided by our Diversity and Inclusion Working Group and Employee Resource Groups (ERGs).

If you require assistance or accommodation during the interview and selection process, please reach out for support.