Implementation Specialist

DoseSpot • Boston, MA

55d • Remote

About The Position

As a customer facing member of the Support Team, the Implementation Specialist serves a key role as the face of DoseSpot to newly signed customers, guiding them from post-sale through go-live. This is a great time to join a growing Customer Success team with opportunities to develop processes and contribute to scalable success strategies. An organized planner to the core, you’re experienced in ensuring a smooth customer onboarding experience by developing project plans, working to understand customer goals, and guiding customers through the implementation of our product. You will train different users within the product and assist with communication and launch activities for each customer. Additionally, you’ll be expected to run multiple projects concurrently, deal with changing priorities, while focusing on the success of our customers We welcome applicants from all U.S. time zones, though we have a preference for those based in Eastern time zones.

Requirements

• High school diploma or equivalent required; with a minimum of three (3) years’ experience in a customer facing role
• Proficient in the use of Microsoft Office Suite
• Excellent verbal and written communication and presentation skills
• Must be customer-oriented and provide exceptional customer service to customers through telephone and email correspondence
• Detail oriented with the ability to multitask and manage time
• Must be able to work independently while being a proactive team member
• Excellent project management, problem solving, influencing, and interpersonal skills
• Ability to manage short- and long-term projects that drive toward successful integration of our product and report on project progress to meet or exceed timelines

Responsibilities

• Complete implementation and setup steps for newly signed customers within our product
• Interpret customer agreements to set up the implementation process
• Work closely with the development team on setting up technical integrations and configurations as needed
• Create documentation and training materials to provide support for customers and product end users
• Serve as a member of our growing Customer Success team, contributing to overall strategy and working cross functionally to align with business goals
• Respond to customer queries in a timely and accurate way, via phone, email, or chat
• Maintain regular and proactive contact with integration customers and serve as the main point of contact for questions
• Ability to report on project progress with the focus on driving to meeting or exceeding milestone timelines
• Ability to coordinate multi-partner relationships that allow for seamless integration while meeting new customers’ expectations
• Effectively work with other departments to meet or exceed customers’ expectations
• Coordinate feedback on customers' experiences, provide updates and facilitate any questions or enhancements from the customer
• Drive internal business owners to thoughtful and timely resolution and responses
• Utilize Salesforce to track customer interactions, initiatives, and delivery of contractual obligations

Benefits

• 🌍Remote work environment with a flexible work schedule to encourage work-life balance
• ✈Annual company offsite
• 🌴Generous leave package including flexible time off policy that encourages team members to take time off to relax and recharge; plus 13 paid holidays, paid sick leave, and paid parental leave
• 💙 Medical, dental, and vision insurance for you and your family, plus a company funded FSA & HSA (dependent on which medical plan you choose)
• 💰401(k) company match
• 💸One-time workspace reimbursement to help you optimize your remote workspace

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 51-100 employees