IMPLEMENTATION SPECIALIST- LISTING

KMC Solutions

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18 hours ago

2-4 Year(s)

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Job Description

Key Skills

Advertising Account Management CRM (Customer relationship Management) Training experience

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Make your next big career move by applying as KMC Solutions’ next IMPLEMENTATION SPECIALIST - LISTING!

The Implementation Specialist (IS) provides software training and onboarding support to new SOCi customers. The IS coaches clients throughout the initial implementation of their SOCi account and answers any questions they have.

The main responsibilities of a IMPLEMENTATION SPECIALIST - LISTING include:

Collaborate with Sales and Service teams to ensure smooth handoffs before and after onboarding

Work with clients to identify, correct, and advise on how to align business objectives within the SOCi software. You’ll be your client’s hero, ensuring their success from day 1

Become an expert on the SOCi platform and train customers with varying levels of sophistication. Provide implementation training & documentation in line with purchased products/services. Help them get oriented to our software and excited about the journey ahead

Manages configurations and setups within the SOCi software, and any other relevant networks (if appropriate)

Schedule additional training sessions for clients after each completed training session as needed. Assess what they need to be completely comfortable using the software

Provide excellent phone and email technical support on the platform in order to assist customers in quickly identifying potential issues and escalating them appropriately to ensure the best possible experience during the onboarding period

Work with Engineering, Sales, Client Success, Creative Services, and Marketing, as needed, to resolve issues

Responsible for managing workload and communicating any backups as needed

Provide constant feedback to the Manager of Client Success on platform adoption, usage rates, issues surfaced, churn indicators and red flags, onboarding status, feature requests, and all other customer needs

Escalate issues to the appropriate team that may arise during the onboarding process and see them through to resolution

Exhibit ownership of onboarding experience and client satisfaction

Exhibit adherence to SOCi onboarding TTV policy and procedures

Create initiatives that help to drive successful product /service onboarding

Be a SOCi onboarding expert and discuss or educate on any nuance of the product internally and externally

Quickly pick up and disseminate any updates to the product, both to your customers and to your internal teams as needed during the onboarding phase

Develop credibility and earn customer trust by demonstrating expertise, professionalism, and an ability to listen, digest and offer solutions

To apply for the role, you must have the following:

Exceptional communication skills both written & verbal

Strong interpersonal skills & proven success in cross-functional collaboration

Proficient with Excel, comfortable with Salesforce and any experience with CRM or SaaS support software is a plus

Desire to focus on customer satisfaction and the customer experience, and a willingness to be its internal advocate

Modify customer engagement skills accordingly to overcome objections and retain customers; identify solutions to issues and concerns

The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant & overt micromanagement

Ability to problem-solve and generate creative solutions to onboarding challenges, while working effectively with providers, staff, and business partners

Ability to multi-task and manage competing priorities and a diverse workload, while achieving results in a fast-paced, deadline-driven environment

Strong presentation and negotiating skills

Google, Facebook, or Yelp listings knowledge is a plus

It will also be favorable if you have the following:

3+ years of experience in a customer-facing role for a technology company (preferably SaaS).

Highly organized and high attention to detail.

Proven ability to manage multiple onboarding projects with keen prioritization and multitasking abilities.

Exceptional interpersonal skills; you have the unique ability to talk technical details and business strategy, in the same conversation.

Strong technical aptitude and a drive to learn.

Respect processes but be adaptable through change.

Strong organizational and analytical skills with keen attention to detail.

Customer-first mentality; ability to empathize and build customer relationships.

Ability to think creatively and be persistent.

Coachable, open to feedback, and dedicated to constant self-improvement.

Experience with embracing change in a high-growth environment

Proven record for project management of customer integrations to successful outcomes and accelerated Time to Value

Proven ability to successfully manage conflict, proven team leadership and meeting facilitation skills

Role

Any Other

Timings

Night Shift (Permanent)

Industry

Security / Law Enforcement

Work Mode

Work from office

Functional Area

Any Other

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