Implementation Specialist

**Job Title**: Implementation Specialist - Wicket Web

**Department**: Customer Experience

**Reports to**: General Manager, Services

**Term**: Full-Time Permanent

**Job Level**: Intermediate

**Salary range**: $70,000 - $80,000

**Join our team of trailblazers in Association Technology**

Are you ready to make waves in the tech world? At Wicket, we're at the forefront of technological innovation for Associations and Not-for-Profits. As a fully remote team, we're breaking barriers and setting new standards. Join us, and be a part of the tech revolution in the Association and Not-for-Profit space

**About Us**

Wicket offers two main software products. The first is our Member Data Platform (**Wicket Member**), which is the first of its kind and revolutionizes data management for associations. The second is a web and e-commerce platform (**Wicket Web**) that caters to the unique website needs of associations, leveraging the power of WordPress and WooCommerce.

Wicket is the creator of the _world's first_ Member Data Platform (**Wicket Member**), a revolutionary product that has created a new software category. Alongside Wicket Member, Wicket is now bringing to market a productized web and e-commerce platform (**Wicket Web**) built on top of the open-source WordPress Content Management System.

Our customers are forward-thinking Associations and span across nearly every industry; Associations create communities and advocate for a better world for their members. For instance, our clientele includes a think tank for better public policies in Canada and an organization whose members directly impact children’s healthcare. Join us in our mission to transform the way associations operate and engage with their members

Learn about Wicket’s culture, benefits, values, and other opportunities at wicket.io/careers

**About You**

As **Implementation Specialist - Wicket Web**, you will be responsible for designing solutions and meeting business needs through the effective delivery of Wicket’s technology. You will be part of the Customer Experience team and will be committed to the successful onboarding and training of all Wicket Web customers.

You are someone who is willing to go the extra mile to help ensure the Wicket Web platform is exceeding the business goals of our customer. You are a problem solver, a collaborator, and love to find creative solutions to complex problems.

You are organized, efficient, able to manage priorities and communicate effectively with teams across the organization.

**Key Responsibilities**:

- Conduct thorough requirements discovery sessions with clients to understand their business processes, challenges, and goals for implementing the web solution.
- Analyze client requirements and determine the best configuration and customization options within the web platform.
- Collaborate closely with clients to translate their business requirements into actionable implementation plans, ensuring alignment with industry best practices and platform capabilities.
- Leverage in-depth knowledge of tools and technology to configure and customize the web platform to meet client needs effectively
- Produce workflow diagrams, data flow maps, integration diagrams, component wireframes, and feature specifications as part of the customer implementation documentation.
- Lead the configuration of patterns and templates within the web solution to deliver an optimal user experience, while meeting the customer’s business needs.
- Work closely with cross-functional teams, including project management, product, data, and customer support, to ensure seamless integration of the configured solution into the client's environment.
- Collaborate with the Customer Experience team to manage tasks and priorities across client implementations.
- Work closely with client stakeholders and technical teams to define integration requirements, including data mapping, API usage, and the end experience for users.
- Collaborate with cross-functional teams, including product development, to implement and test integration solutions, ensuring seamless interoperability between systems.
- Develop and maintain documentation, including user guides, FAQs, and training materials, to support clients throughout the implementation process.
- Lead training sessions for client stakeholders to ensure a clear understanding of the configured solution and its capabilities.

**Required Skills and Experience**:

- 2 - 3 years experience working in an implementation role with an enterprise SaaS product
- Experience in website product implementations, or a professional services delivery capacity
- Strong experience working with the WordPress Content Management System, including Gutenberg blocks
- Excellent customer-facing communication skills both written and verbal
- Sound technical knowledge
- The ability to multitask effectively
- The ability to work independently and as part of a team
- Strong analytical and problem-solving skills
- Excelle