Asesor de Onboarding e Implementación de Software

Skala People Strategy

5d•Remote

About The Position

At Skala, we are partnering with a global leader in the cloud-based, all-in-one SaaS marketing and sales technology sector. Our client supports a rapidly growing international community of over 2 million businessesranging from marketing agencies to entrepreneurs and small enterprisesby providing an integrated platform that streamlines operations and drives digital growth. Operating across 15+ countries in a 100% remote-first environment with over 1,500 team members, they cultivate an innovative, collaborative culture dedicated to making a high-scale global impact. About the Role As an Implementation Advisor, your primary mission is to position yourself as a subject matter expert on software-driven business growth through the effective application of technology. You will leverage your expertise in business process management, change management, and SaaS solutions to implement industry best practices, execute tailored customer journey playbooks, and ensure long-term client adoption and success.

Requirements

Associate degree or equivalent practical work experience.
Minimum of 2 years of experience in Customer Success, software implementation, consulting, or technical support within the SaaS/tech space.
2 to 3 years of experience using vertical SaaS platforms, marketing automation tools, or all-in-one software solutions.
Strong technical literacy, including IT platform integrations, internet applications, and proficiency with MS Office Suite.
Proven ability to produce high-quality documentation, Standard Operating Procedures (SOPs), and customer journey playbooks.
Exceptional verbal and written communication skills.
Strong skills, tact, and diplomacy when addressing complex customer issues, backed by exceptional follow-through.
Self-starter mindset with a high degree of ownership, assertiveness, and passion for customer satisfaction.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
High adaptability and comfort navigating ambiguity within a dynamic, collaborative, and fast-growing organization.
Strong analytical and organizational skills with superior attention to detail.
Team-player attitude with strong presentation capabilities for both customer executives and internal leadership.

Nice To Haves

2+ years of dedicated customer consulting work experience.
2+ years of marketing experience or familiarity with digital agency workflows.
Familiarity with internal ticketing and customer support systems (e.g., Freshdesk, CRM platforms).
Experience training and guiding diverse client groups according to established company standards.

Responsibilities

Listen to and fully understand customer requirements and pain points, translating them into actionable implementation plans.
Develop, coordinate, and execute implementation, upgrade, and conversion project plans, task schedules, and resource allocations to ensure on-time delivery.
Design, create, and manage application deployments, software integrations, and data migration strategies.
Deliver implementation services within scope and proactively manage any scope or project plan modifications.
Identify potential risks and collaborate with leadership to build effective contingency plans.
Work across internal departments to ensure clear communication of customer needs and business objectives.
Follow up relentlessly with lagging or non-engaging accounts to drive successful software implementation.
Assist in conducting educational webinars, client workshops, and training sessions.
Stay up to date with new product features, platform enhancements, and technical releases.
Identify opportunities to streamline procedures, boost account revenue, and improve overall product efficiency.
Create and update customer journey playbooks, SOPs, and transition frameworks.
Apply technical acumen to transform strategic plans into functional, workable solutions.
Monitor, anticipate, and exceed customer adoption and usage metrics, including renewals and Net Promoter Scores.
Analyze approved customer content to build structured transition and migration plans.
Advise customers on best practices, risk management, and changes impacting institutional processes and timelines.
Drive consulting milestones and ensure adherence to agreed-upon implementation schedules.
Provide guidance to resolve critical and outstanding technical or operational issues during implementation.
Actively lead consulting engagements and facilitate collaboration between internal functional teams and clients.
Handle basic support requests during the active implementation phase.
Establish strong rapport with new accounts to foster enthusiasm and set them up for long-term success.
Continuously seek opportunities to optimize onboarding delivery and cross-train with other customer success functions.