Implementation Specialist II
About The Position
Muni-Link has an immediate opening for a full-time Implementation Specialist at our office in Altoona, PA. The Implementation Specialist plays an integral role in Muni-Link client satisfaction by preparing and guiding new clients through the implementation process. They work closely with clients, moving from their current utility billing software to Muni-Link to facilitate a smooth and timely transition. Specifically, the Implementation Specialist is responsible for handling all tasks related to an assigned project from the initial meeting through Go Live and will act as an intermediate between the client and internal resources during this time. He/she will also have direct involvement in advanced tasks during the implementation phase that directly impact client satisfaction. This is a multifaceted role, managing, implementing, consulting, training and supporting multiple clients at one time.
Requirements
- Customer Service Oriented
- Proven working experience in software implementations
- Fundamental knowledge of excel and analyzing
- Solid business background with understanding and/or hands-on experience in
- Development and web
- Exemplary verbal and written communication
- Excellent client-facing and internal communication
- Solid organizational skills include attention to detail, multi-tasking skill and the ability to pivot from one topic to the next
- Strong interpersonal skills and core values include a positive attitude, focused, creative, determined and willing to collaborate across
- Self-starter with the ability to identify need for and develop processes
Nice To Haves
- 1-2 years of experience in municipal billing, utility operations, accounting, customer information systems, database concepts, data analysis, or related public-sector software environments.
Responsibilities
- Establish and successfully manage relationships with clients
- Analyze client's business processes and determine the best fit with the product while managing client
- Perform and lead the setup, configuration, and testing of client’s instances to ensure proper functionality.
- Coordinate internal resources and third parties/vendors for the flawless execution of
- Conduct verbal training sessions directly with the client’s staff members on the product and the appropriate processes to fit their needs.
- Assist the Data Conversion Team in planning a data migration
- Guide the client in reviewing the converted data to reduce data
- Act as filter and a first line of contact to document bugs or feature requests before they are submitted to development.
- Report and escalate issues to Project Manager or supervisor
- Maintain constant review of project statuses and individual tasks, updating project tracking tools in a timely
- Work with the Project manager or supervisor to manage changes to the project
- Provide clients with support until the implementation project has been completed and the client is transitioned to the Customer Support
- Provide input and recommendations for improvements for internal processes to provide efficiency and
- Assist other Muni-Link colleagues on implementations or projects as appropriate with supervisor's
- Help report and maintain feature
- Individually or in a group setting contribute to
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
