Implementation Specialist

Incident IQ•Atlanta, GA

5d•Onsite

About The Position

The Implementation Specialist is the subject matter expert who works directly with our K-12 School District clients to understand detailed client needs in order to deliver a tailored Incident IQ Platform solution while managing expectations, timelines, and resources. The Implementation Specialist coordinates communications and activities between internal teams and clients and is critical to the overall success of every project. No two projects are the same, allowing for creative solutions that satisfy each client. This position is responsible for executing and overseeing the project management activities related to the implementation of cloud software and services for new clients and providing ongoing support. We look for excellent communication, time management, and organization skills with the ability to juggle multiple personalities and projects. You must have a strong technical aptitude and a good understanding of hardware, software, mobile and networking technologies and a passion for customer satisfaction.

Requirements

Bachelor's Degree or global equivalent in a related discipline.
1 to 3 years of related professional customer experience; prefer SaaS Customer Success
Basic planning/organizational skills and techniques
Basic analysis and problem solving skills
Excellent verbal and written communication skills including both inbound and outbound phone calls and general proficiency in business writing
Ability to communicate and develop relationships with all levels of the organization
Resourceful, flexible, adaptable and ability to work well with limited direction and oversight
Professional and confident presence with a consultative, customer-focused attitude
Strong sense of ownership and the ability to manage multiple independent projects simultaneously
Proven professional experience with both client/server and cloud based (SaaS) applications and services
Possess strong technical aptitude and experience working with enterprise-class business software solutions
Excellent computer skills including proficiency with Microsoft Office applications, SaaS applications, and webinar or conference/meeting applications.
Proven professional experience with project management, including scheduling of tasks and management of small to mid-sized projects

Responsibilities

Lead and manage Client Onboarding projects for Incident IQ cloud software products and related services from after sale to go-live
Serve as a primary point of contact between clients and the support team during all phases of the implementation project to achieve defined success, including the recognition and handling of escalated issues.
Communicate directly with the client to manage expectations, scope changes, and monitor client contributions to the project
Maintain documentation and record project status updates using internal tools to track progress against milestones and identify any items holding up further implementation.
Provide assistance with implementation tasks including installation, configuration to meet client preferences, training, and support for the initial implementation period
Manage multiple/simultaneous implementation projects
Recognize opportunities for process improvement and provide input for proper implementation
May participate in special projects or other duties as assigned