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Implementation Lead

3 weeks ago

Remote, Canada Omnie Full time

Are you seeking a chance to be part of a rapidly growing company? Look no further At Omnie, we are committed to delivering comprehensive, efficient, and top-tier technology-enhanced customer service for premier customer-centric ecommerce brands.

**Overview**:
As an Implementation Lead at Omnie, you will play a pivotal role in transforming customer support operations for ecommerce businesses. This multifaceted position is responsible for the seamless implementation of customer support CRMs, keeping our partners at the forefront of the ever-evolving support technology landscape, and ensuring the continued functionality and customization of the CRM platform to meet the unique needs of our clients.

**Responsibilities**:

- **Implementing Customer Support CRMs**: Your primary responsibility is to oversee the successful implementation of customer support CRMs for our ecommerce partners. This includes understanding the specific requirements of each business, customizing the CRM to meet those needs, and ensuring a smooth transition from existing systems to the new CRM.
- **Staying Ahead of Technology Trends**: You will be at the cutting edge of customer support technology. It's your role to research and analyze the latest trends and innovations in the field. By maintaining a deep understanding of emerging technologies, you can proactively recommend and implement solutions that keep our partners ahead of the curve. This includes working with chatbot powered by ChatGPT.
- **Maintenance and Customization**: Post-implementation, your role will involve the ongoing maintenance and optimization of the CRM platform and customer service internal technology. You will respond to changes and customization requests from customers, ensuring that the CRM continues to align with their evolving business requirements. This includes troubleshooting, resolving technical issues, and making necessary updates to enhance performance.

**Experience**:
**Qualifications**:

- Bachelor's degree in a relevant field is preferred but not mandatory.
- Proven experience with Zendesk and Gorgias, including administration and customization.
- Strong project management skills, with a proven track record of successfully leading CRM implementation projects.
- Exceptional problem-solving abilities and the capacity to adapt to evolving technology trends.
- Excellent communication skills to interact with clients and translate their needs into solutions.
- Proficiency in evaluating, implementing, and optimizing AI solutions.
- Ability to work collaboratively with cross-functional teams.
- Exceptional communication and project management skills.

**Why Omnie**:
Working as an Implementation Lead at Omnie offers a unique opportunity to be at the forefront of customer support technology in the ecommerce domain. You will collaborate with a dynamic team of experts, including world-class customer service agents and technology enthusiasts, to revolutionize how our partners deliver exceptional customer support. Your contributions will have a direct impact on the success of our clients and help them achieve unparalleled customer satisfaction and efficiency in their operations.
- Make your mark Expand your skills and fast-track your career within this high growth role and time within the organization.
- Join a team of driven, talented, proven problem-solvers, dedicated to a mission of changing the current landscape of customer service.
- Comprehensive benefits package.
- Work remotely.

**Salary**: From $70,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Wellness program
- Work from home

Schedule:

- Monday to Friday

**Experience**:

- Zendesk admin: 1 year (required)
- Project Management: 1 year (required)

Work Location: Remote