Enterprise Implementation Specialist (Remote, Canada)

GoCanvas•,

7d•CA$65,000 - CA$75,000•Remote

About The Position

SiteDocs, a GoCanvas company, is a leading provider of digital safety management software. They are looking for an Enterprise Implementation Specialist based in Canada. This role is crucial for ensuring Enterprise customers are happy and continue to pay by facilitating product implementation and driving adoption. The specialist will help customers realize value early in their lifecycle and achieve outcomes using SiteDocs solutions. SiteDocs is part of the Nemetschek Group, a global software company serving the AECO spectrum.

Requirements

Proven customer support experience (or other relevant experience).
Demonstrated ability to communicate (verbal, written, and listening), teach, and present concepts with excellence.
An aptitude for problem-solving.
Proficiency in using (or the ability to quickly learn) software programs.
Expert-level knowledge and understanding of SiteDocs product support.
Eligible to work in Canada.

Nice To Haves

Experience using iPads, tablets, smartphones, and device applications is a plus.

Responsibilities

Pro-actively work with assigned Enterprise customers to ensure successful product adoption by following provided processes and procedures, actively listening to customer needs, and responding accordingly.
Work closely with the assigned Account Manager and other team members (e.g., Technical Specialist) to ensure the Enterprise customer is set up for long-term success, including preparing them for potential expansion.
Provide in-person implementation to companies when applicable.
As capacity is available, assist in the implementation of non-enterprise customers.
Facilitate training webinars, including designing, scheduling, and/or presenting.
Respond to and manage Zendesk support tickets and emails for assigned customers.
Respond to and manage phone calls that come through personal line or support line.
Teach customers how to use SiteDocs and how to achieve long-term, ongoing success.
Address and find solutions for customer product issues.
Collect product feedback from customers and document in Trello.
Track activities and conversations with precision and efficiency in CRM.
Provide assistance and support to other members of the Customer Success Team when needed.
Provide timely and successful delivery of solutions according to customer needs.
Communicate clearly to the Support Specialist team the set-up needs of new customers and take ultimate responsibility for the follow-through of all requests made.
Identify and recommend upsells, professional services, and tier increases when applicable.
Ensure customers have a good experience to increase the potential of renewal.
Provide suggestions on potential ways to improve processes, procedures, checklists, and other documentation.
Execute on special projects given by leadership.
Contribute to a culture of team building and continuous improvement.
Attend regular meetings and other meetings as requested.