Implementation Consultant

PCS Software • Houston, TX

9h • Hybrid

About The Position

The Implementation Consultant is responsible for the successful deployment of PCS transportation management solutions for carriers, shippers, and brokers. The Implementation Consultant will take ownership of the software implementation and end-user training from the minute the sales contract is executed through the completion of go-live by communicating constantly with the customer and creating and managing the implementation timeline with our customers. The goal of the Implementation Consultant is to project the image of PCS Software, Inc. professionally through telephone interaction, webinars, email communications, project timeline updates, training documentation, etc. and to consistently optimize the customer’s experience. You must interact with customers and respond to their inquiries in a professional and courteous manner. This role offers a unique opportunity to grow your career in software support and implementation. You will play a vital role in guiding our customers through successful onboarding and helping them harness the full potential of our software solution. While it is not required that you have an accounting background or come from the trucking industry, it is VERY helpful if you have corporate business knowledge of or an education in Accounting/Finance or Supply Chain Management. This position is also strongy focused on customer service. You need to be a people person to be successful at this position and enjoy helping people and teaching people how to use our system and be a trusted business advisor to them. This role also requires someone who is highly organized and enjoys a regular routine and can handle a heavy workload. As this position involves coaching and teaching clients on how to use our software, existing formal experience as an educational coach or teacher is extremely helpful and well suited to the personality set needed for success. While this role is generally 40-hours a week, there can be overtime required occassionally, and thus, this position is salary, non-exempt.

Requirements

• Bachelor’s degree required; STEM majors, Business Administration majors, Education, or Sports Management majors strongly preferred.
• Prefer a minimum of 1+ year in technical/software support or B2B customer support or an internship.
• Exceptional customer service skills with excellent phone, verbal, and written communication abilities.
• Willingness to learn PCS TMS software (training provided.)
• Experience with MS Office Suite.
• You must be authorized to work in the United States (we cannot sponsor at this time).
• Must be local to Houston and able to commute to our office 3-days a week.
• This position requires applicants to have a great deal of patience, a good sense of humor, and a friendly and helpful demeanor.
• We need Implementation Specialist who care about our customers and about doing a good job each day for each customer.

Nice To Haves

• Corporate business knowledge of or an education in Accounting/Finance or Supply Chain Management.
• Formal experience as an educational coach or teacher.
• Experience with a help desk ticketing system is a plus.
• Strong Organizational Skills: Experience onboarding new software customers in an organized manner following a given project plan with formal timelines and documentation is a plus.
• Transportation Industry Knowledge: Experience in a trucking dispatch, supply chain, logistics, or accounting industry is not required, but a plus.
• Previous experience teaching, training, or managing new employees or team members, virtually or in person, in any environment is a huge plus.
• Experience with Salesforce is preferred.
• Experience with Zoom is preferred.
• Experience using AI tools to automate tasks and create documentation is preferred.
• Bilingual communications skills are a plus as well. (Spanish or Indian dialects are a plus.)

Responsibilities

• Provide comprehensive online support and training to customers on the use of our software.
• Responsible for the setup of the PCS Software customer environment, scheduling training sessions with the customers and tracking customer progress throughout the training process as well as highlighting optional integrations, training classes, add-on modules, and customizations that might benefit the end users.
• Act as a coach and guide to new customers through the PCS TMS software onboarding process, ensuring a smooth transition.
• Understand customers' existing business processes and align them with our software capabilities.
• Resolve software-related issues, ensuring a seamless user experience.
• Manage and update support tickets, ensuring timely resolution through implementation.
• Create and manage user guides, how-to articles, and demo videos to assist customers.
• Monitor the execution of deliverables across multiple implementations.
• Assist customers in migrating existing data onto the PCS TMS platform.
• Walking the customer through becoming an expert in our software and answer any questions customers may have on the accounting, dispatch, or general use of all modules.
• After a customer goes live on our software, you are responsible for making sure the customer is happy and does not have any technical issues, by scheduling weekly check-up calls with the customer for a designated period-of-time.
• Proactively participate in administering customer surveys, reviewing the feedback, creating reports, tracking results, and modifying training and project plans as necessary according to customer feedback on ease-of-use data.
• Learn the PCS software platform for shippers, carriers, and brokers and be able to support all aspect of our software to include: Dock and Yard Management, Route Optimization, Dispatch, Accounting, Fleet Management, PCS Mobile, Analytics and Reporting, Freight Audit and Pay, and third part integrations.

Benefits

• Competitive compensation plans
• Multiple medical benefit plans to choose from to fit your lifesytel and one with up to 100% company paid medical premiums.
• 100% of the vision insurance premium paid by the company
• 100% for vision insurance premiums paid by the company
• 401k with a 4% match
• Unlimited PTO package
• 8-hours paid volunteer time annually
• Hybrid work environment (2 days onsite; 3 days remote)
• Voluntary disability and life insurance options for you and your dependents
• Employee EAP
• Truly creative and fun working environment
• Paid training and development opportunities
• Amazing opportunities for career growth and personal development

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level