Implementation Specialist

Position Overview

As an Implementation Specialist, you will work cross functionally with Customer Success, Marketing, Sales, Development and Product Management to define and drive strategy for successful onboarding and own the critical early phase of the customer lifecycle, onboarding Diligent new clients. You will be responsible for rapidly understanding each client s business requirements, providing best practice product configuration and process recommendations and driving them to realise a fast time-to-value from their investment.

This is an opportunity to bring your extensive experience as a consultant, implementation expert, project manager, business analyst and client success professional along with a high level of curiosity and focus to a rapidly growing business.

Key Responsibilities :

Implementation & Project Management

• Manage a portfolio of enterprise customer onboardings with technical SaaS software product deployments to successful outcomes, accelerating Time to Value, growing and retaining customers

• F acilitat e calls and Zoom presentations to drive onboarding and enablement , internally and externally

• Utiliz e project management methodology to ensure key milestones and dependencies, including work owners, are clearly documented and executed against

• Facilitate requirements gathering and documentation, including business process flows

• C onvert project scope into development deliverables

• Product configuration and testing, as well as functional and technical deployment

• Design and continually improve processes and materials that enhance efficiency and customer experience during onboarding

Consulting

• Coordinate effectively all stakeholders to drive desired outcomes

• Monitor and advise on program strategy and process compliance

• Product configuration and testing, as well as functional and technical deployment of new configuration or functionality and track pre-agreed KPIs

• Liaise with client stakeholders and product management to translate business requirements into functionality solution

• Deliver training and workshops to enable clients on key product functionality and best practices
• Drive system adoption through the creation of process documentation and conducting end user training

Client Management

• Strong customer focus on service, satisfaction, enablement and success

• Create an exceptional client experience, acting as a strategic client partner, addressing both long and short-term technology and program needs

• Define and track key performance indicators for customer onboarding process

• Act as the client communication lead

• Act as the first point of escalation and escalate to management for resolution, as needed.

• Understand and document client stakeholder roles & hierarchy within a detailed account to ensure successful transitions to the Customer Success Manager team after onboarding

Support

• Liaise with client end users, support and other Diligent functional teams (engineering, operations, product management) to diagnose and resolve technical or service delivery issues
• Contribute to the creation and editing of key documentation (tutorials, help, best practice) to support clients

Required Experience/Skills :

• 3+ years of experience experience in a customer-facing and/or consultative environment

• Excellent verbal and written communication and interpersonal skills

• Ability to communicate technical concepts to non-technical users

• Ability to work with end-user customers directly in a courteous and professional manner

• Ability to work in a fast-pace environment, under pressure and prioritize multiple tasks

• Self-directed, proactive, strong problem solving/troubleshooting, analytical and critical thinking skills