Implementation Specialist- Canada

The Role, Implementation Specialist

• This is open for applicants located in Canada

GoCanvas and SiteDocs work together as part of the Nemetschek Group to streamline construction and field operations. GoCanvas specializes in digital fieldworker collaboration and compliance, while SiteDocs, a GoCanvas solution, focuses on workplace safety management through mobile and web apps. Together, these platforms create a unified ecosystem that improves efficiency, safety, and collaboration across construction projects.

Overview:

An Implementation Specialist with SiteDocs is intended to keep first year customers happy and paying by facilitating product implementation and driving adoption by helping them realize value and achieve outcomes using our solutions, with a result of renewal for a second year.

An Implementation Specialist's primary goal is to set up, train, assist, and motivate first year customers in rolling out and adopting SiteDocs across their company, preparing them for long-term success as SiteDocs customers.

Ultimately, a customer's success is defined by the ongoing renewal of their SiteDocs Products, and companies having achieved successful adoption early in the life-cycle have the highest probability of renewal. Therefore, the Implementation Specialist's efforts at the onset of the relationship contribute significantly to the overall happiness of the customer and recurring revenue goals at SiteDocs.

Your Key Initiatives:

Customer Happiness During the Implementation Phase

• Pro-actively works with assigned customers to ensure successful product(s) adoption by following provided processes and procedures combined with active listening to customers' unique needs and responding accordingly.
• Facilitates all training webinars, including designing, scheduling, and presenting.
• Responds to and manages emails for assigned customers.
• Responds to and manages phone calls that come through personal line or support line.
• Teaches customers how to use SiteDocs and how to achieve long-term, ongoing success.
• Addresses and finds solutions for customer product issues.
• Collects product feedback from customers and documents in Trello.
• Tracks activities and conversations with precision and efficiency in CRM.
• Provides assistance and support to other members of the Customer Success Team, when needed.
• Provides timely and successful delivery of solutions according to customer needs.
• Communicates clearly to Content Specialist Team the set-up needs of new customers and takes ultimate responsibility for the follow-through of all requests made.

Revenue Generation and Renewal

• Identifies, recommends and executes upsells, professional services, and tier increases when applicable.
• Ensures customers have a good experience and maximize product engagement with their unique set of challenges and processes in order to increase potential of renewal.

General

• Provides suggestions on potential ways to improve processes, procedures, checklists, and other documentation.
• Executes on special projects given by Customer Implementation Manager or VP of Customer Success.
• Contributes to a culture of team building and continuous improvement.
• Attends regular meetings and other meetings as requested.

What You Bring:

• Proven customer support experience (or other relevant experience).
• Demonstrated ability to communicate (verbal, written, and listening), teach, and present concepts with excellence.
• Experience using iPads, tablets, smartphones, and device applications is a plus.
• An aptitude for problem solving.
• Proficiency in using (or the ability to quickly learn) software programs.
• Expert-level knowledge and understanding of SiteDocs product support.

Our success is rooted in a wonderfully wholesome culture, best defined by our four overarching values:

• Authentic Relationships - People are never a means to an end.
• Continuous Learning - Test every assumption and never stay stagnant.
• Interdependence - We build systems that require everyone to perform with excellence, we are a team, and we succeed or fail together.
• Data Driven Decisions - Because wisdom requires understanding the facts of the matter, disputes between competing perspectives are resolved with data.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. If you have any questions about your personal data privacy at GoCanvas, please visit our privacy page.

If you need special assistance or accommodation while seeking employment with us, please email or call: We are interested in every qualified candidate who is eligible to work in Canada. However, we are not able to sponsor visas.

We take into account an individual's qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance (medical, dental & vision), life insurance, 401(k) & paid time off. The actual offer will be at the company's sole discretion and determined by relevant business considerations, including the final candidate's qualifications, years of experience, skillset, and geographic location.

This role is a #LI-Remote opportunity.

bkt2LAtApJ