Enterprise Implementation Specialist (Remote, Canada)

GoCanvas•,

8d•CA$75,000•Remote

About The Position

SiteDocs, a GoCanvas company, is a leading provider of digital safety management software, trusted by thousands of teams to modernize and simplify workplace health and safety across construction, engineering, infrastructure, logistics, and beyond. We’re the highest-rated EHS platform on Gartner-owned Capterra, empowering field teams and safety leaders to replace paperwork, boost compliance, and drive real-time visibility where it matters most. SiteDocs is part of the Nemetschek Group — a publicly traded European software company with a multi-billion-euro market capitalisation. The group brings together more than 15 specialised brands, including GoCanvas, Bluebeam, FirmusAI, Nevaris, AllPlan, VectorWorks, and SpaceWell, serving customers across the full AECO (Architecture, Engineering, Construction & Operations) spectrum. Together, we’re shaping a smarter, safer, and more sustainable built world. An Enterprise Implementation Specialist is intended to keep Enterprise customers happy and paying by facilitating product implementation and driving adoption by helping customers realize value early in the customer lifecycle and achieve outcomes using our solutions.

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.

Nice To Haves

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

Responsibilities

Pro-actively works with assigned Enterprise customers to ensure successful product(s) adoption by following provided processes and procedures, combined with active listening to customers’ unique needs and responding accordingly.
Works closely with the assigned Account Manager and other team members (eg. Technical Specialist) to ensure the Enterprise customer is set up for long-term success, including preparing them for potential expansion in the future.
Is capable of providing in-person Implementation to companies, when applicable.
As a second priority, as capacity is available, assists in implementation of non-enterprise customers.
Facilitates training webinars, including designing, scheduling, and/or presenting.
Responds to and manages Zendesk support tickets and emails for assigned customers.
Responds to and manages phone calls that come through personal line or support line.
Teaches customers how to use SiteDocs and how to achieve long-term, ongoing success.
Addresses and finds solutions for customer product issues.
Collects product feedback from customers and documents in Trello.
Tracks activities and conversations with precision and efficiency in CRM.
Provides assistance and support to other members of the Customer Success Team, when needed.
Provides timely and successful delivery of solutions according to customer needs.
Communicates clearly to the Support Specialist team the set-up needs of new customers and takes ultimate responsibility for the follow-through of all requests made.
Identifies and recommends upsells, professional services, and tier increases when applicable.
Ensures customers have a good experience to increase potential of renewal.
Provides suggestions on potential ways to improve processes, procedures, checklists, and other documentation.
Executes on special projects given by leadership.
Contributes to a culture of team building and continuous improvement.
Attends regular meetings and other meetings as requested.