Implementation Analyst

Consensus Cloud Solutions

1d•$60,000 - $67,500•Remote

About The Position

The Client Services Onboarding and Implementation Specialist role encompasses eFax project implementation, solutions consulting, customer support, training, and product feedback. The role is responsible for the entire customer experience and acts as a partner throughout solution implementation. This is a fully remote position within the United States, supporting East Coast operations. Candidates may be based in Eastern Time or Pacific Time, with Pacific Time coverage starting at 6:00 AM. Travel of up to 10% is required. The position is contingent upon satisfactory completion of an extensive Federal Government background check for Public Trust, including requirements that may include active U.S. citizenship or green card status, at least three consecutive years of U.S. residence, and a U.S. work location. The salary range is $60,000–$67,500 annually. The total compensation package is negotiable and may include an annual performance bonus, an employee stock purchase plan, enhanced time-off packages, and benefits. The role will remain open until a qualified candidate is hired.

Requirements

At least 2 years of customer service experience involving direct client interaction and issue or task resolution.
At least 2 years of practical experience troubleshooting technical issues.
Very strong verbal and written communication, presentation, and organizational skills.
Ability to collaborate with clients to analyze, design, recommend, and document workflows.
Ability to classify problems as system, training, or process issues and recommend appropriate corrections.
Critical thinking skills.
Ability to create and nurture working relationships with hiring teams and other internal stakeholders.
Accuracy in communications with internal and external stakeholders.
Resourcefulness in implementing creative solutions.
Initiative to expand role-related knowledge.
Exceptional time management and strong organizational skills.
High attention to detail.
Ability to work independently and multitask.
Ability to prioritize responsibilities and adapt effectively to changing priorities.
Bachelor’s degree or equivalent job experience.
Ability to sit for long periods and handle extended periods of screen time.
Reliable, high-speed internet.
Meet applicable Public Trust background-check requirements, which may include active U.S. citizenship or green card status, at least three consecutive years of U.S. residence, and a U.S. work location.

Nice To Haves

Experience with automation tools or scripting.
At least 2 years of electronic fax usage.
At least 2 years of automation tool or scripting experience.
At least 2 years of training experience, in person or remotely.

Responsibilities

Onboard eFax Corporate clients.
Onboard jSign Enterprise clients.
Onboard Athena Fax2Direct clients.
Install and set up the SST application and create automation workflows using it.
Install, set up, and build out All Access solutions on customer servers.
Drive Clarity CD implementations.
Meet CCSI project implementation delivery standards.
Provide status reports and summarize projects through weekly calls, emails, and meetings with internal and external stakeholders.
Conduct knowledge transfer engagements.
Document progress in provided tracking systems.
Coordinate, schedule, and conduct customer project training sessions.
Participate actively in team scrums.
Train customers on the Consensus eFax product suite and Consensus Summit automation tools, including All Access.
Collaborate with team members and cross-functional teams.
Assist the product team with Clarity AI prompting and teaching AI to find needed data.
Provide internal feedback on products and solutions.
Continue expanding product knowledge across the team’s products and solutions.
Advocate for customer needs based on the current market.
Optionally perform on-call duties for the Client Services Support team.
Perform other duties and responsibilities as required, assigned, or requested.