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  • IMPLEMENTATION SPECIALIST

    As an Implementation Specialist, your primary role is to support the Implementation Manager on Implementation projects. Your goal is to provide excellent customer service internally and externally to complete project tasks during Implementation such creating reports after configuration, validating floor plans, providing integration documentation, and performing workshops.

    The Implementation Specialist will liaison among the Implementation, Customer Service, Data Team, and Training to complete project tasks. You will continuously seek ways to improve your knowledge of the product as well as the customer experience with the iOFFICE product.

    Role:

    Implementation Specialist

    Department:

    Customer Success

    Start Date:

    June 1, 2019

    Reporting to:

    Director of Customer Success

    Job Type: 

    Full-time

    Company type:

    Private Equity Owned

    Key Responsibilities

    Plan and Deliver Project Tasks (90%)

    • Attend kick off calls and all calls related to your assigned tasks
    • Create and manage cases for URL creation, data uploads, integrations, and additional items as needed
    • Complete assigned tasks in a timely manner and adhere to deadlines
    • Update Implementation Manager on progress of all tasks
    • Escalate unexpected challenges to Implementation Manager
    • Notify Implementation Manager of any new risks you identify in the project
    • Meet with customers to clarify needs, wants, and understanding of operational processes as related to your tasks
    • Consult with Implementation Managers about best practices to meet specific customer needs
    • Validate uploaded floor plans and notify the customer as floor plans are loaded
    • Build custom reports
    • Perform module workshops and review data templates as needed
    • Provide integration documentation and gather data for upload
    • Document any follow-up items clearly and communicate to the customer and appropriate iOFFICE team

    Service Delivery and Professional Development (10%)

    • Seek ways to improve your product knowledge and stay up-to-date with the latest feature releases
    • Attend Product Update meetings and review the release notes on the product

    Requirements for Application

    • Comprehensive knowledge and expertise with Word, Excel, PowerPoint, and GSuite
    • A minimum of 4+ years’ work experience in Customer Service or Software Implementations
    • Excellent organizational skills, critical thinking skills, and ability to prioritize and manage time effectively
    • Strong phone contact handling skills and active listening
    • Customer orientation and ability to adapt/respond to different types of characters
    • Enjoys working in a team environment
    • Eagerness and willing to add to your knowledge base and skills
    • Strong work ethic
    • Ability to work in harmony with co-workers
    • Promote transparency in communication

    Desired Experience and Ability

    • High school diploma or equivalent; college degree preferred
    • Excellent oral, written and interpersonal communication skills
    • Knowledge of other computer programs such as iOFFICE and Salesforce 
    • The ability to quickly learn new software and systems

    Benefits

    • Base Salary and bonus commensurate with qualifications
    • Above average benefits including medical insurance, dental & vision, and disability insurance
    • Paid time off (PTO) plus paid holidays
    • 401k plan with employer matching
    • Fully stocked kitchen with snacks and coffee
    • Free covered parking
    • Business casual dress code

    How To Apply

    Send your cover letter and resume to:
    Angela Burkett, Director of Customer Success
    713-526-1029 (office)
    jobs@iOFFICECORP.com