Foundation Software is looking for an Implementation Specialist to ensure the smooth deployment and successful implementation of their family of products, focusing on client onboarding, troubleshooting, and achieving optimal client outcomes.
Requirements
- Experience with Microsoft Word and Excel; working knowledge of other productivity tools (e.g., PowerPoint) is a plus.
- Strong analytical skills, with basic accounting knowledge being an advantage.
- Strong problem-solving skills with the ability to troubleshoot complex issues independently while following established protocols.
- Superior organizational skills and the ability to manage multiple support tickets simultaneously while prioritizing tasks effectively.
- Background in a relevant field, such as project management, business consulting, or technical support.
- Experience in a similar client-facing role, particularly in software implementation, customer success, or IT consulting.
Responsibilities
- Oversee the successful initial setup and implementation of clients' software, ensuring it meets their unique needs and objectives.
- Provide technical support to clients using payroll and accounting software, addressing issues via phone, email, or web.
- Troubleshoot and resolve software-related problems, ensuring clients can efficiently process their daily tasks such as estimating, payroll, accounting functions, etc. and resolve discrepancies.
- Track client issues using call-center software and ensure accurate and timely documentation of all support cases.
- Track and manage support tickets to ensure timely resolution and follow-up with clients as necessary.
- Work closely with internal departments, including product and technical teams, to address and resolve any technical challenges clients may encounter during implementation.
- Prepare and present relevant content and product demonstrations during client events and webinars.
Other
- Deliver high-quality, customized training sessions to clients both online and onsite, ensuring clients understand and maximize the use of the software.
- Provide expert-level consulting services to both new and existing clients. Offer tailored guidance to help clients optimize their use of the product and achieve their business goals.
- Proactively identify and address client issues, questions, and concerns throughout the implementation process. Escalate critical issues to management for swift resolution.
- Foster long-term relationships with clients, ensuring their satisfaction with the software and the implementation process. Respond promptly to inquiries, offering professional and efficient support.
- Travel to client sites (up to 20% of time) to facilitate onsite meetings, training, and support.
- Serve as a professional representative of the company by maintaining a positive and solutions-oriented attitude. Demonstrate exceptional communication skills and empathy with clients, fostering an environment of trust and collaboration.
- Proven ability to independently manage and address complex client situations while adhering to established protocols.
- Excellent time management skills, with the ability to prioritize and handle multiple tasks efficiently.
- Strong communication and interpersonal skills, with a positive, customer-focused attitude and the ability to convey technical information in an accessible manner.
- Superior organizational skills, with a keen eye for detail and accuracy.
- Ability to maintain a high level of professionalism and empathy, even in challenging situations.
- Reliable and dependable, with proven punctuality and consistent work performance.
- A valid driver's license with a clean driving record acceptable to the company's insurance standards.
- Ability to travel up to 20% of the time to client locations for in-person training, meetings, and events.
