Configuration Specialist

We are looking for a technical-minded Configuration Specialist to configure and implement our reward partners and customers into our Marketplace through our existing proprietary software. As a Configuration Specialist, you will be tasked with ensuring any such configuration needs are done in a timely, comprehensive, and collaborative manner to effectively meet the needs of both internal and external stakeholders.

Our Marketplace Operations team supports the rewards component of the Achievers platform, the global reward suppliers that serve as the backbone to it, and the customers we strive to please. We have great brand positioning in the market with the opportunity to further grow our global Marketplace catalogue and drive continued adoption across customers. We are at a pivotal accelerated growth stage. Driven to enhance foundational eCommerce strategies and account performance tactics, this is the perfect time to help lead the charge of change.

**Scope of Position**:
We’re looking for an expert who can deeply understand our customers, our product, our vendor integration flows, and catalogue setup requirements, to manage and execute key Marketplace Operations configuration needs. As a member of the Marketplace Operations team, this role will work cross-departmentally to consult with internal stakeholders on pending configuration needs, manage all key project components to ensure a successful implementation, and continue to support the experience of our Marketplace flows thereafter. Working collaboratively within a global, matrixed and fast-paced environment to deliver successful outcomes, strong communication and organization skills are essential to this role. We’re a high growth software company; we execute high quality deliverables under tight deadlines.

**Responsibilities**:
Customer Configuration Ownership
- Own and execute upon all catalogue program configuration requests from across net-new or expanding customer base in a timely fashion via a queue-based system.
- Own the setup of demo sites required to review catalogue configurations and products therein.
- Own the configuration and maintenance associated with specialized Marketplace programs, such as Commemorative & In-House Rewards. This may include related merchandising setup, product pricing rules (where required), integration and/or module setup, testing, and working with stakeholders to ensure clear understanding of requirements.
- Own the custom configuration associated with bespoke customer catalogue needs, addressing specialized product filters while protecting downstream impact to other customers.

Reward Partner Configuration Ownership
- Own the setup and maintenance of our product update integrations; supporting our partners through system requirements and any troubleshooting or error handling required.
- Own the setup and maintenance of our order and ship file integrations utilizing the Achievers proprietary software. Guide partners through system requirements for integration and upkeep.
- Support the testing of new order flows with cross-functional teams of Marketplace Operations.

General Enablement & Support
- Address all configuration bugs through internal ticket tracking system with a sense of urgency, and see through to resolution in partnership with our Product and Development teams.
- Interpret requests to ensure a clear understanding of the need and desired outcome(s); seek clarification through specificity where required.
- Drive high customer satisfaction (both internal and external) through effective communication and visibility into work. Provide clear and regular updates regarding request status, delays, and anticipated timelines.
- Consult key stakeholders on best practices for Marketplace Operations configuration workflows, and support any documentation/audit updates to maintain accuracy.
- Support and resolve related escalations swiftly and positively.
- Create/support internal documentation (and audits thereof) to capture configuration flows/updates, and external material to suppliers/customers on such processes/requirements.

Process Enhancement

Iterate and/or refine team processes to streamline the configuration request/prioritization flow.
- Partner with our Product, Development and/or Business Systems & Intelligence teams to update or execute on needed reporting, integration enhancements, or tracking of net new integrations (i.e. API progress).
- Identify new opportunities and create business cases in the development and/or enhancement of Marketplace Operations configuration capabilities.
- Work cross-functionally with Product, Customer Success, Professional Services, and Development in the execution of configuration needs and/or any system bugs that may arise.

**Qualifications**:

- Post-secondary education in relevant discipline
- 2+ years’ related experience with technical configuration and/or implementation work (eCommerce an asset)
- Ability to comprehend and clearly communicate complex information