Implementation Consultant

eSCRIBE

About The Position

The Implementation Consultant is responsible for managing the end-to-end partner onboarding process of our small to medium clients. To ensure a smooth transition of all clients this position owns implementation project plan development, partnership communication, internal strategy and operations for their current implementations, and change management for all stakeholders impacted by the implementation. this position is responsible for driving results with clients, with the goal of increasing their satisfaction and retention. This role will be expected to manage customer expectations while partnering with product and engineering to deliver a constant improving modern platform.

Requirements

Bachelor’s degree in business, or a related field, preferred.
3-5 years of experience in a customer-facing role managing customer implementations in a SaaS company.
2-3 years' experience with cross-functional collaboration including Sales, Implementation, Support, Product/Development, and other internal teams.
Passion for understanding and helping customers solve real-world business challenges by leveraging technology solutions.
Excellent problem-solving and analytical skills, with the ability to identify and address issues in a timely manner.
Ability to manage customer conversations at all levels, including direct or indirect negotiations.
Ability to work independently and manage multiple customer accounts simultaneously.
Experience using Microsoft Office, Salesforce, ChurnZero, or similar systems.
Excellent verbal, written, presentation and project management skills.

Responsibilities

Lead new client implementation projects, providing technical support and guidance on best practices for Government clients.
Designing and executing implementation plans.
Act as a proactive and organized project manager, guiding new clients through the implementation process and shortening time-to-value.
Manage and coordinate multiple customer implementations simultaneously as the implementation lead.
Gather customer requirements through interview and analysis and translate to our product’s capabilities.
Configure product software applications for customers using a training and enablement approach.
Track project plans, and report project progress to appropriate parties.
Participate in knowledge transfer sessions, product training and other strategic initiatives as needed.
Consult with customers on system configuration based on product and industry best practices.
Facilitate touchpoints and status meetings with customers in a timely and professional manner.
Troubleshoot functional issues arising from implementations.
Identify opportunities for knowledge management, documentation and service automation, and participate in creating those tools.
Focus on new customer adoption of our product leading to a successful handoff post implementation to the Customer Success team.

Benefits

Company provided equipment (laptop, software, etc.)
Employment with a growing, casual, fun, philanthropic minded company
Employer paid extended health benefits, including health spending account (CAN based employees)
Comprehensive, high-quality medical/prescription drug plan options, as well as dental and vision plan offerings.
An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan.
Medical Flexible Spending Accounts available.
Dependent Care Flexible Spending Accounts available.
Basic life insurance in the amount of $50,000 or 1 X’s your salary (whichever is higher).
Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you.
401K Retirement Savings Plan with automatic enrollment at the first of the month following 60 days of employment at 5% to help you secure your financial freedom. We offer a generous company match that starts on the first of the month following 60 days of employment. The company match is dollar for dollar on the first 3% of your pay that you contribute and $0.50 on the dollar on the next 2%, for a total match of 4%.
Paid Time Off (PTO)/Holiday